As a Gartner analyst in the Customer Service Practice, Patrick advises clients on digital transformation, AI, self-service, and knowledge management strategies. He helps organizations leverage emerging technologies to enhance customer experiences and optimize service operations. His work focuses on guiding leaders through the evolving landscape of customer service to drive innovation and achieve measurable results.
As a practitioner, Patrick helped organizations:
* Design and develop internal and external-facing training in multiple modalities.
* Implement knowledge management practices, including strategy, training, and success measurement.
* Deploy learning and content management systems.
* Design and implement automation to improve agent efficiency.
* Develop chatbot workflows and design conversational interfaces.
* Mature data and analytics teams, including developing machine learning based renewal models.
* Lead customer journey workshops, identify friction points and actions, and develop mid-touch and tech-touch playbooks.
* Bridging customer support and customer success to provide proactive customer assistance
* Make sense of Voice of the Customer feedback, including providing contextualized supportability data to product teams.
Citrix Systems, Sr. Manager, Self-Service and Analytics, 15 years
Qlik, Chief of Staff, Global Support and Success, 2 years
The Faulkner Journal, UCF, Assistant Editor, 2 years
Service and Support Strategy and Leadership
Service and Support Customer Experience and Analytics
Service and Support Channel Strategy and Execution
MA, Technical Writing, University of Central Florida
Honors Fellowship
How do I reduce case volume through automation, without sacrificing customer experience?
How can customer support teams partner with customer success to drive product adoption?
How can support leaders tell a data-driven story that shows the value their organization offers the enterprise?
How do I turn data gathered through the customer journey into actionable insights?
What's the best strategy for deploying generative AI to improve support operations?