Latest Articles by Gerry McGovern(Page 11)

Great Customer Experience Means Reducing Customer Effort

Collapse of Trust and Digital Transformation

Design Through Customer Use

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

Key Benefits of Multidisciplinary, Cross-Silo Collaboration

Communicators: From Firefighters to Customer Experience Managers

Passion, Patience, Polite Persistence: What a Customer Champion Needs

When the Communicator Met the Customer

Speed Is Best Measure of Customer Experience

Digital Government Succeeds by Being Useful

Customer Obsession Versus Organization Obsession

What is the Job of the Web Content Professional?

The Age of Disloyalty and Transparency

Failure of the Elites, Rise of Collaboration

How Does Google 'Communicate'?

Massively Parallel Societies

Branding is Bull

Ode to the Customer Champion

Technology is Neither Magical nor Neutral

Does Digital Make Us More Conservative?

Customer Experience is All About Speed

The Hamburger Menu and the Zombie Apocalypse

The Organization of the Customer

Collaboration and Leadership Everywhere

Don't Measure Trust. Measure Use

Customer Experience is Getting Worse

Quantifying the Customer Experience