Articles

Tag: gerry mcgovern

  • Digital Is Making Government Redundant

    Government, like all organizations, claims to exist to serve citizens but in reality is usually more interested in serving itself.  Digital is increasingly exposing government incompetence and how remote from the real life of people so many in government are (particularly at a senior level).

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  • Without Fairness, Societies Will Fail

    Since World War II many societies have had a contract of fairness. Somewhere in the 1980s that contract began to be broken, and we are now paying a heavy price for that break. In the 1960s almost 80 percent of citizens trusted government in the U.S.

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  • Cultural Essentials for Digital Transformation

    The essence of digital transformation is not technological, but rather about culture and attitude.  We must shift from an organization-centric view of the world to a customer-centric one. Here are some of the essential characteristics of a truly customer-centric organization.

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  • Customer Experience Has Become Real Business

    When I started out on this web journey back in the mid-90's, I was a bit idealistic and naive. I actually believed that the web could be a place where people could find and do what they needed to do as quickly and easily as possible.

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  • Great Customer Experience Begins With Fairness

    Organizations are training their customers to be disloyal. Digital is an accelerant for disloyalty. Recently, my house insurance came up for renewal. It was about 30 percent more expensive than last year. I ignored the letter. After a while I started getting some calls. I ignored them.

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  • Great Customer Experience Means Reducing Customer Effort

    The best way to understand digital customer experience is to measure the effort people need to make to complete their top tasks.  Not being able to complete your task is the ultimate failure when it comes to customer experience. However, best practice is all about reducing time-on-task.

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  • DX Summit Keynoter Gerry McGovern: Make Your Customers the Center of the Universe

    DX Summit Keynoter Gerry McGovern: Make Your Customers the Center of the Universe

    Think of Gerry McGovern — prolific author, founder and CEO of Ireland-based Customer Carewords and this morning’s CMSWire DX Summit keynote speaker — as a Robin Hood figure for the digital age.

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  • Collapse of Trust and Digital Transformation

    Globally we are facing a collapse of trust. Governments, brands, institutions, experts are all facing a crisis of legitimacy.  Digital is an accelerant in this collapse and in the making of a radically different world. How do we navigate this historically significant transformation? The anchors of society are loosening.

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  • Design Through Customer Use

    Digital makes it so much easier to design based on how the things we create are being used. In a complex, rapidly changing world, there is no better strategy. Don’t design the experience. Design for the experience. Don’t design to control. Design to give control.

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  • Digital Transformation's No. 1 Imperative: Bring the Customer In

    The customer has already transformed. And it is the customer who will transform the organization. Citizens Advice is a wonderfully clear and concise service for citizens of the UK, helping them with things like money management, housing, discrimination, etc.

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  • Gerry McGovern’s 'Transform: A Rebel’s Guide for Digital Transformation' Really Delivers

    Gerry McGovern’s 'Transform: A Rebel’s Guide for Digital Transformation' Really Delivers

    To channel the customer centric mindset that drives the often-disruptive — and always wholly original — arguments that digital consultant and thought leader Gerry McGovern presents in his new work, "Transform: A Rebel’s Guide for Digital Transformation," it helps to begin by noticing the book can only be bought in

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  • From Users to Customers

    The problem with the word ‘user’ is that it is loaded with historical baggage, most of it negative.  Basically, ‘users’ have never mattered much when it comes to technology design. In the history of IT, the user has usually been an afterthought.

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  • Technology and the Rise of the Employee

    More and more employees are no longer willing to accept management strategy, particularly when it comes to technology. “Almost 80 percent of our workforce are using Slack,” the IT manager told me ruefully. “It wasn’t part of our plan.” I’ve heard the same story on a number of occasions recently.

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  • Key Benefits of Multidisciplinary, Cross-Silo Collaboration

    Multidisciplinary teams are essential to success in complex societies and economies. The most important member of any multidisciplinary team is the customer. As information explodes, people need to specialize. Otherwise they have no hope of developing genuine expertise.

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