Measure customer use of things, not customer satisfaction with things - “The problem with customer satisfaction surveys,” a sales manager once told me, “is that they don’t predict future behavior. We’ve found that customers who are ‘satisfied’ can be as likely to leave us as those who say they are not satisfied.” When we measured a particular website in relation to how able customers were to… Read More »

Upcoming Events

Navigation Design talk, An Event Apart, Seatle, April 4

Customer Experience Architecture Free Webinar, April 10

Top Tasks US Government Free Webinar, April 11

Top Tasks Management Masterclass, London, April 19

Top Tasks Management Masterclass, Edinburgh, April 20

Customer Obsession Workshop, Tromso, April 24

Confab conference, Minneapolis, May 22

Customer Obsession Masterclass, Stockholm, May 29

Customer Obsession Masterclass, Utrecht, June 13

Customer Obsession Masterclass, Brussels, June 14

Top Tasks Workshop, Chicago, Aug 29

About Gerry

Gerry helps large organizations deliver a better digital customer experience. His commercial clients include Microsoft, Dropbox, Cisco, NetApp, VMware, and IBM. He has also consulted with the US, UK, EU, Dutch, Canadian, Norwegian, and Irish governments.

Gerry has developed a research and management model to help large organizations improve customer experience through identifying and optimizing customer top tasks. It’s called Top Tasks Management. A highly-regarded speaker, he has spoken on digital customer experience in 35 countries.

He has written six books on digital customer experience. His latest is called Transform: A Rebel’s Guide for Digital Transformation. It shows that digital transformation is far more about culture change than technology change. The Irish Times described Gerry as one of five visionaries who has had a major impact on the development of the Web. He is the founder and CEO of Customer Carewords.

See a selection of Gerry’s talks

Fake News and the New Marketing – Belgium, 2017

Digital Excellence – Holland, 2016

Decline of Trust, Rise of Trust – Webdagene, 2015

Top Task Management – Bergen, 2014

The Long Neck Versus the Long Tail – UX Lisbon, 2014