Charles Patti, Ph.D., is the James M. Cox Professor of Customer Experience Management and Senior Fellow at The Cable Center (Denver, Colorado, U.S.A.). He is also Professor Emeritus at the University of Denver and Queensland University of Technology. Dr. Patti has deep international experience through consulting and academic appointments throughout Europe, Australia, and Southeast Asia. His consulting clients are from all sectors of the economy—B2B, B2C, and not-for-profits. Among his for-profit clients: Aetna Insurance, Liberty Global, McDonald’s, Otis Elevator, Siemens, Texas Instruments, and Philip Morris. Clients in the not-for-profit sector have included the Scottsdale Center for the Arts, the Arizona Commission on the Arts, Denver Museum of Art, the U.S. Department of Commerce, the Arizona Solar Energy Commission, and others. His research covers marketing communication and customer experience management, and his work includes journal articles, book chapters, and eight books on various aspects of marketing. His research has appeared in the Journal of Advertising, the Journal of Advertising Research, the Journal of Marketing, the Journal of Marketing Communications, Industrial Marketing Management, and others. Recently, Dr. Patti has been conducting research on the Customer Experience Maturity Curve and the Subscription Economy. He is a past winner of the Marketing Educator of the Year Award and a recent recipient of the James Hershner Free Enterprise Award.