GERRY McGOVERN: Better Connected Live 2016
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Transcript of GERRY McGOVERN: Better Connected Live 2016
Embedding digital culture
Gerry McGoverncustomercarewords.com May 24, 2016
“He’s not a serious candidate”
Karl RoveJune 2015
2012: The Irish property market is still in freefall, according to the ratings
agency, Moody’s, which is predicting house prices will
fall a further 20%
1990 1991 1992 1993 1994 1995 1996 1997 1998 19990%
40%
100% 100%
60%
100%
230%
350%
480%
535%
0%
30% 40% 50% 60%75%
100%
130%
220%
300%
0% 10% 20% 30%50%
75%95% 105% 110% 115%
3% 6% 9% 12% 15% 18% 21% 24% 28% 32%
0% 3% 6% 9% 12% 15% 18% 21% 24% 27%
How the Top 1% became the 1%
CEO Pay S&P 500 Corp Profits Worker Pay Inflation
CEO PAY
WORKER PAY, INFLATION
STOCK MARKET
PROFITS
TYPE INCREASECEO PAY 535%STOCK MARKET 300%PROFITS 115%WORKER PAY 32%INFLATION 28%
SIMPLICITY
PREDICTABILITY
COMPLEXIT
Y
UNPREDICTABIL
ITY
DIGITAL
COMPLEX
COMPLEXITY
2015
Pew, 2015
Government Fairness
Religious belief in Britain
Source: newsbatch.com
Ethical
Skeptical
Analytical
Cynic al
Disloyal
Millennial
19© Customer Carewords Ltd. customercarewords.com
2000 2005 2010 20150%
10%
20%
30%
40%
50%
60%
70%
80%
Me & My Friends Vs Organizations
Me & My Friends
Organizations
Source: Pew, Edelman, Gallup, Eurobarometer
Companies Customers0%
10%
20%
30%
40%
50%
60%
70%
80%
90%80%
8%
A “Superior” Customer Experience?
Brad Tuttle, Customer Service Hell, 2011.
YES
yes
Yes No0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
5%
95%
A seamless customer experience?
Source: Economist Intelligence Unit , 2015
“Every video did worse than
every image”
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36© Customer Carewords Ltd. customercarewords.com
@gerrymcgovern
37© Customer Carewords Ltd. customercarewords.com
+353 87 238 6136
@gerrymcgovern
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