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

gerry@customercarewords.com

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