The Complex Task of Simplicity


If you want to make things truly simple to use by your customers, you will nearly always have to make your organization take on more complexity – Gerry McGovern Yesterday, I delivered a talk at a conference that was aimed at getting organisations ‘back to basics’. The problem, I proposed, was that we live in a … Continue reading The Complex Task of Simplicity

The No.1 Problem With The Digital Workplace


“Collaboration is an essential skill of the digital economy. And yet how to collaborate productively is hardly ever taught either in universities or in the workplace.” – Gerry McGovern It’s only a couple of months since I posted Why We Don’t Collaborate, but a few things I’ve been reading and observing make it a subject … Continue reading The No.1 Problem With The Digital Workplace

Why Story Will Always Beat Statistics


Data is not fact and fact is often just a hypothesis anyway. We humans design how data is created and we humans are the ones who interpret data and draw conclusions from it. Therefore, data will always be inherently fallible – Gerry McGovern Many of our organisations attempt to illustrate the achievement of their purpose … Continue reading Why Story Will Always Beat Statistics

Who Really Wins From Digital Transformation?


The birth of the change management movement began in the 1960s and 70s – when big consultancy began to see a vast new market – convincing organisations of the benefits of ‘transformation’. Alongside this came the development of a distinctive, pseudo-scientific language of change which the consultants needed to pitch themselves to new clients. It … Continue reading Who Really Wins From Digital Transformation?

Rebuilding Trust Requires Getting Comfortable With Being Uncomfortable


Difficult conversations, the ones which we all too often shy away from, are the very thing that help build trust in one another. For instance, if you want to spot a couple who are on the verge of splitting up, look for the ones who have stopped talking and are sitting in silence. The ones … Continue reading Rebuilding Trust Requires Getting Comfortable With Being Uncomfortable

How Complexity Kills Trust


Customers trust those who give them control — who put them in control — of their lives. They distrust those who try to control them. – Gerry McGovern Why do you trust the companies, organisations, and institutions you deal with? Chances are it isn’t because they have a customer charter, seek to involve you in their decision making,  or … Continue reading How Complexity Kills Trust

If You’re Still Shying Away From Using Technology To Improve Customer Experience – You’re Doomed


You must relentlessly ask: Is this harder for the customer to do? Relentlessly. Because, today, in an increasing number of areas, if it’s not easy-to-use, it’s dead in the water. – Gerry McGovern Re-entry into the world of work after immersion in a completely different culture is always a disorienting experience. I’ve just returned from a trip … Continue reading If You’re Still Shying Away From Using Technology To Improve Customer Experience – You’re Doomed

The Case Against Digital Transformation


Something that’s being sold to you as more convenient may well be a lost social interaction that you’ll never get back – Ben Holliday, Convenience Isn’t Digital Last week a friend of ours told me a story about trying to get some support for his partner who was ill. He was stuck in an impasse between the … Continue reading The Case Against Digital Transformation

Redefining Trust In A Digital Age


Trust is not coming back. Scepticism reigns, as it should. – Gerry McGovern Since the industrial revolution,  a trusting relationship between individuals and organisations has been the norm. This has shaped the way we communicate – both internally and externally. It has resulted in the issuing of corporate annual reports, press releases , customer satisfaction scores … Continue reading Redefining Trust In A Digital Age