Customer obsession defines Amazon and digital - To stay relevant in the digital landscape, organizations must develop an obsessive customer focus. In the U.S., more stores are likely to close in 2017 than during the height of the great recession in 2008. Those retailers who have committed to digital are not finding it easy either. In 2016, Amazon accounted for 53% of all… Read More »

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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 have 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

Digital Excelence – 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

Pictures

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