Meet the CX Network team: Community Manager Patrick Gallagher

“The best customer experience is really very simple… All it takes is for the customer to know that, yes, you are thinking of them,” says CX Network’s Community Manager.

You may already be familiar with a few of the faces behind CX Network through our newsletter, email and social updates, and the authors referenced in our content pieces.

Not everyone, however, gets their deserving time in the spotlight. So starting this week we’ll be introducing you to the wider CX Network team!

These are the super stars working tirelessly behind-the-scenes to provide you with our insightful content, podcast series, thought leadership and groundbreaking virtual events.

SEE ALSO: Meet CX Network's Advisory Board

First up, meet our Community Manager Patrick Gallagher...

Tell us three things we should know about you.

I’m a Grade 8 violinist, I once served Shaquille O’Neal at a bike shop in Richmond Park and I’ve robbed seven banks over the course of my career. Obviously, that's a lie. I’m actually Grade 7.

What do you do at CX Network?

I’m Community Manager which, much like Ronseal, the wood stain, paint and preservative manufacturer, does exactly what it says on the tin. I look after our community which mostly entails reaching out via social media and email and sharing interesting content. 

If you weren’t in your current role, where would you be?

When I was small, I wanted to be a digger. Not a digger with a shovel but an actual heavy equipment vehicle. I interviewed for the role multiple times but it was not to be.

What makes you happy?

What makes me happy at work is being able to engage with members. I love it when someone reaches out about a particular piece of content or news story. It makes me feel as if I am doing my job properly. 

Who has been an inspiration in your career or life?

I would say that my biggest inspiration, not just in my career but in my life as a whole, is my editor, Zarina de Ruiter. I could not ask for more in an editor. She’s kind, helpful, funny and positively radiant. I think she is the best boss anyone has ever had, ever. I just thought I would take this opportunity to tell her that I'd also like a pay rise.

Love leadership interviews? Check out our weekly podcast series with host Seth Adler! For a taster, here is his recent interview with the Vice President of Customer Experience at Air Transat.

What do you consider your greatest achievement?

I think graduating university with a First while having worked three nights a week at grocer. Tesco, for the full three years is probably my greatest achievement. I think that takes real diligence and I’m really proud of myself for doing it. I’ve brought it up in literally every interview since. 

If you could change one thing from your past, what would you do differently?

This morning, when Zarina called me to ask if I had the time to ‘take a quick questionnaire’, I wish I’d been able to think of a better excuse than, ‘I think I've gone blind.’ She saw right through it. Ironically.

What is your motto?

My dad says, ‘The only people you should fear in life are God and your mother’, which I quite like.

Where do you see yourself in 10 years time?

I’m currently sat on Floor 1 of my office so if I’m not higher than Floor 3, I’ll be really upset.

Finally, what is the best customer experience you have ever received?

I actually think the best customer experience is really very simple. There’s a guy in the coffee shop downstairs that always smiles at me and says, ‘Have a good day’. All it takes is for the customer to know that, yes, you are thinking of them.