Friday, September 22, 2017

Ignite! CX Conference Speakers


Patricia O’Connell

President, Aerten Consulting and Co-Author, Woo, Wow and Win: Service Design, Strategy and the Art of Customer Delight

Patricia is currently president of Aerten Consulting, collaborating with companies to devise content strategies, develop thought leadership, and deliver new products and services for consumers of content. A 12-year veteran of, where she served as news editor and subsequently as the management editor, O’Connell has long worked with some of the world’s greatest thought leaders, including John Byrne, Marshall Goldsmith, John Kotter, Ben Heineman, Dov Seidman, and others. She is a talented, award-winning writer, and also a passionate and engaging speaker.

Her new book, Woo, Wow, and Win: Service Design, Strategy, and the Art of Customer Delight (co-authored with Tom Stewart), was published by Harper Business in November 2016.  Additionally, with author Neil Smith of the New York Times best-seller, “How Excellent Companies Avoid Dumb Things: Breaking the Eight Hidden Barriers that Plague Even the Best Businesses,” O’Connell passionately pursues excellence in consumer services – and helps companies do the same. This, along with her conviction that service design is the path to “the better way,” were the impetus for the development of The Five Principles of Service Design and The 10 Essential Elements of Service Design and Deliver – two of the unique contributions of “Woo, Wow and Win” to the nascent business discipline of service design and innovation.

A graduate of Boston College, O’Connell has worked with such organizations as the Project Management Institute, the Association of Management Consulting Firms, Strategy&, Boston Consulting Group, Hay Group (now part of Korn Kerry), Stephens Inc., Savannah College of Art and Design and T. Rowe Price.