Hello and welcome to another episode of This is HCD. My name is Gerry Scullion and I'm a human centred design practitioner based in Dublin, Ireland. In this episode, we caught up with Gerry McGovern, one of the most well known and loved customer experience advocates in the industry today. Gerry has developed a number of fantastic models over the years such as Top Tasks and also curates and creates one of the best weekly experience design newsletters on the internet. Sign up below.

Gerry's been described by the Irish Times as 'one of the five visionaries who has had a major impact on the development of the web'. He's a fantastic speaker and by the time this episode gets released we'll have completed three of the four dates as close and keynote speaker on Jeffrey Zeldman's An Event Apart conferences in the US.

Gerry has written six books, one of which came across my desk a number of years ago by Gerry Gaffney in Melbourne. The three Gerry's all Irish and all doing something pretty similar. So, going back to this episode, we discussed trust and we cover off what is trust to Gerry; the role of trust in society and in relation to the exchanges between customers and organisations. We speak about how customers have evolved at an exponential rate that exceeds that of organisations and now organisations are playing catch up.

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Gerry McGovern ‘The repositioning of trust in society’