4 h. workshop
Digital transformation is cultural transformation: How to be an agent of change, helping your organization embrace digital transformation so as to deliver better customer experiences.
Connected world
Customer experience
Interdisciplinarity
Experience strategy
The most important thing digital does is that it empowers customers and employees. We thus see the emergence of a more customer-centric, team-based, collaborative world. Gerry will explain how his new book, Transform, is a rebel’s guide to digital transformation.
Hear about how the world is changing and what you can do to be a positive agent of change. Gerry will explore Top Tasks, a model of management that is focused on putting the needs of the customer first. He will explain the Task Performance Indicator which gives you a precise metric to measure customer outcomes. It is a metric you can control — unlike traditional customer satisfaction metrics — because once you fix what is wrong with your customers’ tasks, the Task Performance Indicator score will improve. With Top Tasks, you will be able to prove to senior management that the customer experience is improving.
One of the most basic transformations that occurs in digital is the change from organization-centric to customer-centric language. Choosing the right words can have a major impact on improving the customer experience, and Gerry will give you methods to ensure that you use the words of the customer, not of the organization.
Sketch by Nádia Ferreira
Session slides
Gerry McGovern
Gerry has published five books about the need for customer-centricity in the online world. In 2016, he will publish his sixth book, Transform, which shows that digital transformation is far more about culture change than technology change. Gerry has spoken and consulted on online customer experience in 35 countries. His company, Customer Carewords, specialises in helping large organisations (such as Microsoft, Cisco, European Commission, and VMware) deliver a better customer experience online through focusing on making the top customer tasks easier to find and simpler to do.
About EuroIA
EuroIA is the leading Information Architecture (IA) and User Experience (UX) conference for Europe.
EuroIA has travelled through Europe over the years: Brussels, Barcelona, Rome, Berlin, Paris, Prague... In 2016 we return to Amsterdam. Learn more about EuroIA.
EuroIA is organized by volunteers all around Europe, with three co-chairs, an active committee and over 35 country ambassadors. Find out who is who at EuroIA.
Welkom in Amsterdam
EuroIA returns to Amsterdam, the city that in 2008 hosted probably the most successful and definitely the most well-attended of all EuroIA conferences.
EuroIA 2016 takes place at The Renaissance Hotel, in the heart of Amsterdam, within walking distance of the Amsterdam central train station and Amsterdam's main highlights.
The Renaissance Hotel
Kattengat 1
Amsterdam, 1012 SZ
The Netherlands
+31 (0)20 621 2223
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