Other Articles by Gerry McGovern

Collapse of trust and digital transformation

opinion-article |November 15, 2016 | Gerry McGovern

Globally we are facing a collapse of trust – and it is being driven by digitisation, writes Gerry McGovern…


Ashley Madison and the power of traditional marketing

opinion-article |August 31, 2015 | Gerry McGovern

Ashley Madison had a ‘lack of women’ problem long before it had a stolen data problem. It solved its ‘woman’ problem by using traditional marketing techniques…


Urgently required: a department of the customer

opinion-article |July 7, 2015 | Gerry McGovern

Focused on sales and marketing, most companies don’t advocate for their customers, argues customer experience expert Gerry McGovern. He makes the case for a department of the customer…


Things we can still learn from the electrical revolution

opinion-article |April 7, 2015 | Gerry McGovern

Gerry McGovern invites you to reimagine your business in the digital age by taking a walk down memory lane…


Why customer convenience trumps experience

opinion-article |December 3, 2014 | Gerry McGovern

Usability expert Gerry McGovern says we should focus our online efforts on customer convenience and effort, not experience or satisfaction…


Interruptions at work

Busy people need help, not interruptions

opinion-article |November 20, 2014 | Gerry McGovern

Getting attention is getting harder. The web is a place where busy people do things. Help them, don’t disrupt them, says expert Gerry McGovern…


cloud and mobile

How ease-of-use is reshaping the IT industry

opinion-article |May 15, 2014 | Gerry McGovern

The interface is increasingly becoming the product when it comes to IT. Ease-of-use, long a peripheral issue, has now become central says customer-centric technology expert Gerry McGovern…


Getting rid of website bloat

opinion-article |April 11, 2014 | Gerry McGovern

Customer engagement specialist Gerry McGovern explains why the traditional distributed model of website management was a failure and what you should do instead…


People think ‘products’ when trying to solve problems online

opinion-article |February 25, 2014 | Gerry McGovern

Many customers think first about the product they have; even when they are looking for support for that product. Organisations can use this to their advantage when designing user-friendly websites, says Gerry McGovern…


What content farms teach us about content

opinion-article |January 16, 2014 | Gerry McGovern

Gerry McGovern says that on the web, content is the enabler…



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