Previous Webinars

  • Top Tasks Overview

    How to identify your customers’ top tasks
    How to create a top tasks classification and navigation
    How to measure the performance of your customers’ top tasks

  • Task Identification Irish Health

    When the US Department of Health deleted 150,000 out of the 200,000 files that were available on its public website, nobody noticed. Too much content, too many websites, much of the content out-of-date. Important information hard to find and even when you found it, hard to understand.

  • Top Tasks overview

    Wed, May 16, 2018 16:00 – PM 17:00 PM GMT

    Learn how the Top Tasks approach can help your organization deliver an exceptional customer experience.

  • Task Performance Indicator: Measuring Customer Experience

    Tues, Mar 13, 2018 7:00 – PM 8:00 PM GMT

    How can you reliably measure the performance of your customers’ top tasks? The Task Performance Indicator is driven by two key metrics: ‘success rate’ and ‘time-in-task’. By evaluating two essential metrics you can build the foundation for a solid, reliable management model or “Task Performance Indicator,” that offers insight into what is most important to your customers.

  • Improving Customer Experience: Top Task Identification

    Tues, Feb 20, 2018 7:00 PM – 8PM GMT

    The Top Tasks Identification methodology helps you clearly identify the top tasks of your customers and the tiny tasks too. It is about developing clear, data-based evidence regarding what is important and what is not important to your customers. It’s about prioritization and true focus on customer experience.

  • Collapse of Trust and Digital Transformation

    Wed, Dec 14, 2016 4:00 PM – 5:00 PM GMT

    Globally we are facing a collapse of trust. Governments, brands, institutions, experts are all facing a crisis of legitimacy. Digital is an accelerant in this collapse and in the making of a radically different world. How do we navigate this historically significant transformation? Gerry McGovern presents a series of guidelines for how organizations can embrace digital transformation, rather than be rolled over by it.

  • Great customer experience means reducing customer effort

    Mon, Dec 12, 2016 4:00 PM – 5:00 PM GMT

    The best way to understand digital customer experience is to measure the effort people need to make to complete their top tasks. Not being able to complete your task is the ultimate failure when it comes to customer experience. However, best practice is all about reducing time-on-task. The top digital brands, from Amazon to Google, are relentless in their focus on saving you time. Learn about how to accurately measure task completion and time-on-task.

  • Task based intranet design: Testing and refining our model

    Tue, July 6, 2016 15:00 PM

    Presented by Brian Lamb and Gerry McGovern. In this webinar, they share the results of testing two intranet designs derived from analysis of 60,000 employee’s votes in top task surveys worldwide. They present the two models of standard intranet architecture and take a look at how the two versions of the model performed in testing and share the resulting improvement to the models and the Intranet in a Box concept.

  • Characteristics of a digital ready organization: Survey results

    Mon, Nov 2, 2015 9:00 AM – 10:00 AM MST

    Presented by Gerry McGovern. What sort of organization is best able to embrace the full opportunities that digital offers? Gerry McGovern will present the results of a survey asking digital professionals what they think is required. Find out about the key characteristics of a new model digital culture versus an old model organization-centric culture.

  • Brand delusion and how to overcome it

    Wed, Jun 10, 2015 8:00 AM – 9:00 AM PDT

    Presented by Gerry McGovern. Increasingly brands, organizations and management are becoming disconnected from their customers. In the Age of the Customer, this is a dangerous trend.