John Patterson is President of Progressive Insights, a CBG alliance firm in Atlanta and brings 20 years of executive leadership experience in the hospitality, business services and real estate industries to the project. John holds a graduate degree in business from the Darden School at the University of Virginia. His consulting practice specializes in helping organizations around the world effectively manage complex culture change built around customer and employee loyalty. He is the co-author of Customer Loyalty Guaranteed, Take Their Breath Away and his newest book is the best-selling, Wired and Dangerous: How Your Customers Have Changed and What to do about it. His articles have appeared in such journals as Customer Relationship Management Magazine, MWorld, Electric Light and Power, Recognition Review, Customer Think, SBusiness, Customer Service Excellence, and Leadership Excellence. Prior to founding Progressive Insights, his work experience included positions with NationsBank (now Bank of America), Homestead Village, Inc., Guest Quarters Hotels, Post Inn Hotels, and Trammell Crow Residential. His clients include Kaiser Permanente, Northeast Utilities, Freeman Companies, Pegasus Solutions, Southern California Edison, McDonald’s Corporation, Olmsted Medical, Manheim, TravelClick, Hospitality Risk Controls, Cousins Properties, Cannon Company, The College Board and the Navy Federal Financial Group, a subsidiary of the world’s largest credit union.