Gartner Expert

Patrick Quinlan

Sr Director Analyst

Patrick uses his 20+ years of experience to help Customer Service and Support Leaders drive product adoption through a digital first, data-driven approach.

While Patrick has had roles in just about every corner of services, his expertise really shines in three key areas:

* The first is customer support operations, including knowledge management, process management, self-service, and analytics

* The second is chatbot and automation, including use cases, technology considerations, and user experience

* The third is bridging customer support and customer success to provide proactive customer assistance

Previous experience

Extensive program management experience related to training, self-service support, assisted support, customer success, and product supportability

Professional background


Chief of Staff, Global Support and Success

Citrix Systems

Sr. Manager, Self-Service and Analytics

The Faulkner Journal, UCF

Assistant Editor

Areas of coverage

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

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Top Issues That I Help Clients Address

1How do I reduce case volume through automation, without sacrificing customer experience?

2How can customer support teams partner with customer success to drive product adoption?

3How can support show the value their organization offers the enterprise?

4How do I turn data gathered through the customer journey into actionable insights?

5How can I reduce case escalations and make support more proactive?