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Patricia O’Connell

Patricia O’Connell is president of Aerten Consulting, a New York City–based firm that works with companies to devise content strategies and develop thought leadership for top management.

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All articles by Patricia O’Connell

Happy 50th Birthday, ATM
Banking’s greatest technological innovation offers timeless lessons in improving customer experience.
June 27, 2017 by Thomas A. Stewart and Patricia O’Connell
How Howard Schultz’s Angel Poised Starbucks for Success
Few have resolved the tension between identity and growth as masterfully as the coffee chain’s CEO.
January 10, 2017 by Thomas A. Stewart and Patricia O’Connell
The Art of Customer Delight
The service sector needs to break away from old manufacturing-oriented habits and build great consumer experiences into every facet of its business model.
November 1, 2016 by Thomas A. Stewart and Patricia O’Connell