Leads IDC's Customer Success and Customer Experience group. Defines vision, strategy, and operational approach.Builds effective services, programs, dashboards, and practices that leverage both people and automation to support a wide variety of customers, and internal executives making strategic decisions based on customer insights. Ultimately responsible for transforming the entire organization by delivering world class customer experiences that drive engagement, loyalty, satisfaction, and improve retention across a large base of customers. This role directly engages with and empowers CIO and end user clients, Tech vendor clients, Customer Success Managers, Sales, IDC Senior Management, Analyst Communities, and serves as a liaison between business and IT.Proven track record of reduction in churn and implementing processes to increase customer engagement with systems and automation. Experience establishing revenue impacting customer satisfaction measurements and programs.

Ryan Patterson is a Manager in IDC's Global IT Advisory Services group. Mr. Patterson also manages and is co-founder of IDC’s Private Vendor Watch Service (PVWS). Mr. Patterson has over 7 years of experience in supporting IT professional and technology investor clients. In this role Mr. Patterson works with key IDC clients, managing IDC’s horizontal research portfolio spanning the global IT spectrum. Mr. Patterson assists customers managing significant IT investments impacting their strategic decisions and is consistently cited as being crucial to their IT planning. Mr. Patterson addresses a myriad of client’s research needs such as facilitating analyst forums and calls, custom data requests and the needs of their overall IDC relationship. He also developed client management techniques and tools enhancing the customer experience with IDC. As Product Manager of IDC's PVWS, Mr. Patterson works closely with IDC's global community of over 1000 analysts, identifying emerging technology trends and providing in depth analysis on IT vendors who are potential acquisition targets, investment opportunities, and technology providers for some of IDC's most influential clients. This research is relied upon by decision makers in key audiences such as Wall Street, IT strategic planning and vendor management, venture capital and private equity firms, innovation teams, and intelligence organizations in both horizontal and industry-specific interest areas.Prior to joining IDC, Mr. Patterson engaged in mobile wireless sales, responsible for both consumer and small enterprise markets. In addition, he provided sales training on new technologies and features of business enabled handsets and devices, and engaged in the design and deployment of customer engagement applications. Prior to this, he held positions at Lotus and Fidelity.Mr. Patterson earned his BA in Computer Engineering Technology from Northeastern University.