Gerry McGovern


In a world of increasing complexity, unpredictability and sheer randomness, the idea that traditional, hierarchy-based leaders can lead us to a better future is both naïve and dangerou

The Great Wall of Digital is being built between organizations and customers.

Cooperation and collaboration are how societies have been built.

The global trust epidemic has become a pandemic. Historic lows are being reached in people’s distrust of government and business. The system is broken.

It is silo-based thinking to think that there is a set of user experiences and a set of customer experiences.

Government, like all organizations, claims to exist to serve citizens but in reality is usually more interested in serving itself.

The essence of digital transformation is not technological, but rather about culture and attitude. We must shift from an organization-centric view of the world to a customer-centric one.

When I started out on this Web journey back in the mid-Nineties, I was a bit idealistic and naïve.

Organizations are training their customers to be disloyal. Digital is an accelerant for disloyalty.

The best way to understand digital customer experience is to measure the effort people need to make to complete their top tasks.



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