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)
My answers
Culture is alive and well and still one of the founding principles of great customer experiences as I first wrote about in 2013
https://bit.ly/3ADe5ci
This doesn't only effect marketing but is one of the biggest contributors to poor customer service and employee embarrassment as customer service reps search for accurate and relaevant data about their customers.
IT departments have a lot to answer for delaying CRM improvementswhile they figure out how to fit it into their artificially busy schedules while customers suffer and revenues are put at risk.