Articles

Tag: gerry mcgovern

  • Complexity Demands Collaboration

    In a world of increasing complexity, unpredictability and sheer randomness, the idea that traditional, hierarchy-based leaders can lead us to a better future is both naïve and dangerous. Nobody’s in control. Nobody knows what the future will bring. Things have become just too complicated.

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  • Digital Organization Customer Disconnect

    The Great Wall of Digital is being built between organizations and customers. Before the web, the average person could visit a dealer nine times before buying a car. Now, it’s down to an average of 1.3 times.

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  • Collaborating Beyond Our Comfort Zones

    Cooperation and collaboration are how societies have been built. Our history books — like Hollywood films — mythologize the heroic leader, but it is the humble collective upon which civilizations have laid their foundations.

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  • Fake News, Distrust and Anti-Marketing

    The global trust epidemic has become a pandemic. Historic lows are being reached in people’s distrust of government and business. The system is broken.

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  • How Does Price Affect the 'User' Experience?

    It is silo-based thinking to think that there is a set of user experiences and a set of customer experiences. There is only one set of experiences, and every single interaction with the organization contributes to it. I have always disliked the word ‘user.

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  • 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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