Rich Gibbons

Customer-focused relationship leader with 20+ years aligning business priorities, technology services, and stakeholder needs to drive measurable outcomes in complex organizations. I build the trusted partnerships and service-delivery systems that help teams and clients move from friction to follow-through.

Across roles at Public Consulting Group, Charter Spectrum, and State Street, I've led cross-functional teams, owned client and stakeholder relationships, and turned business needs into IT and service improvements — cutting coordination effort 75%, reducing incident volume 70%, and improving resolution times 55%.

Today I lead end-to-end client engagements through WSI, from needs analysis and strategy to CRM implementation and adoption — the same relationship-and-delivery work, closer to the ground.

I help teams that need:
• A trusted partner between business stakeholders and technology
• Customer success and service-delivery leadership that improves retention and satisfaction
• Someone who translates complexity into roadmaps non-technical executives can act on
• Governance, reporting, and rhythms that make delivery transparent