Today’s interview is with Gerry McGovern who is the founder and CEO of Customer Carewords and the author of six books on all things digital, content, transformation and online customer experience. He is about to publish a new book at the end of this month: Top Tasks – A How to Guide. The new book provides an A to Z look at the Top Tasks methodology that Gerry has developed and has used in around 4-500 organisations around the world over the last 20 years. Gerry joins me today to talk about the book, why being great is hard work and to take a closer look at the Top Tasks methodology.
This interview follows on from my recent interview – 25 behavioural biases and how they influence the choices our customers make – Interview with Richard Shotton – and is number 277 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.
Here’s the highlights of my interview with Gerry:
Gerry McGovern is the founder and CEO of Customer Carewords and 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 previous book 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.
Thanks to Pixabay for the image.