Shaping the future!

Patricia O’Connell is president of Aerten Consulting and co-author of the best-selling book Woo, Wow, and Win: Service Design, Strategy, and the Art of Customer Delight.

She consults, speaks, and offers workshops with co-author Thomas A. Stewart on using service design to close the gap between customer experience, brand, and strategy, based on the Five Principles of Service Design identified in Woo, Wow, and Win. Services demand that companies and customers cooperate, collaborate, and innovate with both their own and each other’s best interests top of mind.

Her interest in service design expresses a lifelong pursuit in finding a better way to connect companies and customers. She is the writer, with author Neil Smith, of the New York Times bestseller How Excellent Companies Avoid Dumb Things Breaking the Eight Hidden Barriers that Plague Even the Best Businesses.

Through Aerten Consulting, she advises companies and their senior management on thought leadership and helps develop brand-appropriate strategic content.

Patricia is twelve-year veteran of Bloomberg, where she was management and leadership editor. There she worked with numerous well-known writers and thought leaders while being part of the senior leadership team, overseeing the design and launch of new channels and services.

A graduate of Boston College, Patricia 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 Ferry), Stephens Inc., Savannah College of Art and Design, and T. Rowe Price.

Our Other Speakers

Check out the sessions of our great international line up and get the most of your Innovation Leadership Days experience.


Amy Jo Kim


ShuffleBrain Inc.

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Kai Haley

Lead of Design Relations and Sprint Master Academy


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Kate O'Neill


KO Insights

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Roman Rackwitz

CEO and Board of Directors

Engaginglab GmbH and Schulth

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Thomas A. Stewart

Executive Director

National Center for the Middle Market

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