Why we must bridge silos and work collaboratively across functions and disciplines if we want to deliver and excellent customer experience.

3. 3© Customer Carewords Ltd. customercarewords.com
77%
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76%
32%
9%
2%
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10%
20%
30%
40%
50%
60%
70%
80%
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Happy? Stressed? Trust Religious
Leaders
Trust Politicians
2012 2017
Viacom 2017 study: 28,600 young people in 30 countries

4. SO WHY DO WE TRUST STRANGERS?

7. 7Credit: CERN/ATLAS

8. 8
5,154

9. 9

10. 10www.customercarewords.com
Multi-country
collaborative science
= HIGHER productivity

11. Multidisciplinary
science = MORE
innovation

16. 11%
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-20%
-15%
-10%
-5%
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5%
10%
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Crops Fertilizer
Chinese farm productivity (2005 – 2015)

20. We will build a common architecture for ALL 77 tasks.
We will focus first on what matters most to most people: the TOP tasks.
Law
Law
Law

21. All 77 tasks, starting with the TOP tasks, will be made more accessible.
The future is collaborative!

22. GOV.UK: Starting a Business
Revenue
Work &
Pensions
Business
Education Companies
House
International
Trade
Food
Standards
Health &
Safety

25. @AaronGustafson

26. @AaronGustafson

27. @AaronGustafson

28. @AaronGustafson

30. 2010: 15 Pages: 280 seconds
Downloading Software
15 X 3.6 = 54 seconds
280 - 54 = 226 seconds
20% Loading
80% Using

31. TIME-ON-TASK
PAGE LOAD SPEED
USE

32. 34%

33. 33www.customercarewords.com
+353 87 238 6136
@gerrymcgovern
gerry@customercarewords.com
Thank you
customercarewords.comWWW.