Customer experience is stressful - Dealing with customers can be rewarding and fulfilling. It can also be distressing and depressing. Customers today are not easy to deal with and things will only get more difficult. There has been a collapse in trust and respect for organizations in many countries around the world. Much of it is deserved. The populists who… Read More »

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 Top Tasks, a customer experience management model, as a result of 15 years of research and experience. His commercial clients include Microsoft, Cisco, NetApp, Toyota, and IBM. He has consulted with the European Union, US, UK, Dutch, Canadian, Norwegian, and Irish governments.

Top Tasks is a research and management model to help organizations improve customer experience through identifying and optimizing customer top tasks.

A highly-regarded speaker, he has spoken on digital customer experience in more than 35 countries. He has written seven books on digital customer experience. His latest is called Top Tasks, which is a detailed how-to implementation guide.

The Irish Times has described Gerry as one of five visionaries who have had a major impact on the development of the Web. He has appeared on BBC, CNN and CNBC television, partaken in various radio shows, and featured in numerous print media publications. He is the founder and CEO of Customer Carewords.

See a selection of Gerry’s talks

Measuring the Customer Experience – USA, 2018

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

Pictures

0021-copy

Interviews and Long Articles

Description of the Top Tasks method for Applied Marketing Analytics magazine (Sept, 2018)

Most of customer experience is cleaning and sweeping – Adrian Swinscoe podcast (Sep, 2018)

Customer experience, on steroids! – Marketing Speak podcast (Sep, 2018)

Customer Top Tasks with Gerry McGovern – UI Breakfast Podcast (Aug, 2018)

The repositioning of trust in society – THIS IS HCD podcast (July, 2018)