Cult of volume destroys customer experience - “We don’t want to make it easy for people to find stuff, because we want people to stay on our site.” So said George Bell then CEO of search engine Excite, back around 1998. This is how so many traditional managers think. It’s the cult of volume. The obsession with more. Success is about more… Read More »

Upcoming Events

Top Tasks Workshop, Chicago, Aug 29

Top Tasks Workshop, Brighton, Nov 2

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

Pictures

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