14 – 15 March 2019

thestudio, Manchester

Session type:

Session duration:
60 minutes

Presented by:

Gerry McGovern

Customer Carewords

About this Keynote

This is the Age of the Customer. Never before have customers had more power, more connectivity, more information, more tools. Today, it’s not about designing for the customer but rather designing with the customer. Understanding what matters most to customers (their Top Tasks) gives you a solid foundation from which to design a superior customer experience.

Developed over 15 years, Top Tasks has been used by some of the world’s largest organizations (Cisco, Microsoft, Google, Toyota). You’ll learn about how to make it work for your organization.

About the Speaker

Gerry is the developer of Top Tasks, a customer experience management model. It has been used by organisations such as Microsoft, Cisco, NetApp, Toyota, Google, IBM and the European Union, as well as the US, UK, Dutch, Canadian, Norwegian and Irish governments.

Top Tasks helps organisations improve customer experience through identifying and optimising customer top tasks. It has developed over 15 years and has been used more than 400 times, with an estimated 300,000 customers participating.

A highly-regarded speaker, Gerry has spoken on digital customer experience in more than 35 countries. He has written seven books. 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, taken part in various radio shows and featured in numerous print media publications. He is the founder and CEO of Customer Carewords.


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