Gerry Brown

Member Since: 9th Mar 2009
Gerry Brown, is on a mission to save the world from bad customer service. He helps businesses save customers at risk of defecting and breathes life into their customer service operations and customer experience strategy. Gerry has provided organizational leadership on people development, business transformation, customer engagement and technology enablement for some of the largest companies in the UK, Canada, and EMEA. These include National Express, Autoglass, The Royal Albert Hall, Endsleigh Insurance, O2, Screwfix, Sage, BSkyB, Bell Canada and TELUS.
He is also a published author and his new book “When a Customer Wins, Nobody Loses” is available to help business leaders to create winning and memorable customer experiences. Gerry is a Member of the Professional Speaking Association (PSA), the Global Speakers Federation (GSF), the Customer Experience Professionals Association and a Certified Customer Experience Professional (CCXP)
Chief Customer Rescue Officer The Customer Lifeguard
14th Oct 2022
Why 'Moneyball' customer metrics must replace the NPS myth
In 1977 an aspiring writer and self-confessed fan called Bill James began self-publishing an annual book titled The Bill James Baseball...
Data
3rd Sep 2021
Four qualities consistently found in brands that deliver great CX
When it came to understanding more about how, where and why CX was so effective and important for my book When A Customer Wins, Nobody...
Engagement
8th Nov 2019
Turning CX ambitions into action: How to operationalise your customer experience strategy
You’ve listened to your customers and colleagues, been to the conferences, read the books, attended the webinars and now you’re ready to...
Engagement
12th Apr 2019
Running a chatbot trial: How to test the machines before letting them take over
If you're launching a chatbot, you may need to win the hearts and minds of both your employees and your customers in order for it to be a...
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