As a Gartner analyst in the Customer Service Practice, Patrick partners with clients to shape effective AI strategies, with a strong emphasis on understanding and achieving real-world ROI. Drawing on extensive research and client discussions, he helps organizations navigate cost implications of AI, avoid common pitfalls, and balance the ROI story between cost and value. Patrick’s expertise spans digital transformation, AI use cases, knowledge management, and data analytics. He is known for helping clients refocus on business outcomes, rather than simply “doing AI,” and for guiding leaders to mature their KM and data practices to be AI-ready. Patrick’s unique perspective is rooted in the belief that successful AI adoption is as much about organization politics as it is about technology, and that the true cost of AI will continue to rise, making strategic investment more critical than ever.
As a practitioner, Patrick helped organizations:
* Mature data and analytics teams, including developing machine learning-based renewal models.
* Implement knowledge management practices, including strategy, training, and success measurement, to lay the groundwork for AI readiness.
* Design and implement automation to improve agent efficiency.
* Develop chatbot workflows and design conversational interfaces.
* Make sense of Voice of the Customer feedback, including providing contextualized supportability data to product teams.
* Lead customer journey workshops, identify friction points and actions, and develop mid-touch and tech-touch playbooks.
* Bridge customer support and customer success to provide proactive customer assistance.
* Deploy learning and content management systems.
* Design and develop internal and external-facing training in multiple modalities.
Qlik, Chief of Staff, Global Support and Success, 2 years
Citrix Systems, Sr. Manager, Self-Service and Analytics, 15 years
The Faulkner Journal, UCF, Assistant Editor, 2 years
Service and Support Strategy and Leadership
Service and Support Customer Experience
Service and Support AI
MA, Technical Writing, University of Central Florida
Honors Fellowship
How do I set realistic expectations with executives for the impact of AI on customer service?
How can AI help me achieve my objectives for transforming customer support operations?
How do I assess my organization's AI readiness and improve knoweldge management and data maturity?
How do I turn data gathered through the customer journey into actionable insights?
How can customer support teams partner with customer success to drive product adoption?