Latest Articles by Gerry McGovern(Page 13)

The Organization-Customer Disconnect

If You Love the Customer, Your Organization Will Hate You

Putting the Customer First is the Best Business Case

The Millennial Generation is Defining the Web Experience

The Digital Revolution Is Cultural, Not Technological

We Need a Department OF the Customer

Is Advertising Losing Its Appeal?

Simplicity Must Be the Mantra of the Digital Workplace

The Cost of Complexity Is Use

Customer Engagement is Usually a Sham

Bridging Senior Management Disconnect with Digital

More Collaboration Equals More Value

The Problem with IT and the Digital Workplace

We Need a Measure for Customer Effort

FAQs are the Dinosaurs of Web Navigation

How to Do Pair Writing Well

People are People, Not Users

Advertising and Marketing are Broken: How Do We Fix Them?

Electricity Transformation Strategy

The Continued Decline of the Homepage

Organizational Ego and The Trust Crisis

Customer Satisfaction Is Not a Good Indicator of Customer Behavior

Getting Closer to Customers Drives Web Success

Busy People Need Help, Not Interruptions

The Key Difference Between Online and Print Publishing

Focus on Customer Convenience and Effort, Not Experience or Satisfaction

Adapting to the Digital Future: The Senior Management Challenge