HDI Information Technology Conference 2019
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Session 403: Using Data, Knowledge, and Analytics to Make Better Business Decisions: The First American Corp. Experience


Wednesday, April 10 at 11:30 AM

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Better decision making depends on the quality of the data, the relentless pursuit of questioning, and measurable action taken based on the findings. In this session, attendees will take a deep dive into First American's operational experience using data, knowledge, and analytical thinking to identify opportunities for continuous improvement, implement new ideas, deflect or eliminate contacts and work effort, uncover workflow automation opportunities, and shift resolution closer to the customer. The First American leadership team is empowered to challenge the numbers, ask relevant questions, and identify trends, all of which requires a deeper understanding of data and analytics. Learn how they use baseline and actual data to justify and quantify the success and impact of every decision or action—and how you can, too!

Peter McGarahan

Senior Director
First American

Peter McGarahan is an active member and provides outstanding influence and contributions to the HDI community. As thanks, we are featuring him in the HDI Member Spotlight. Peter was the founder of McGarahan & Associates and offers 30+ years of IT, Business and Service leadership. He is passionate about sharing his lessons learned and career experiences through published articles and presenting at industry conferences around the world. His service leadership led the Taco Bell support organization to industry recognition after being awarded the Help Desk Institute Team Excellence Award in 1995.


Brad Biagi

Manager
First American Corp

Brad Biagi is a highly accomplished and enthusiastic management professional with a strong technical background and customer focus, as well as a relentless passion for innovative training management, project implementation, process improvement, and customer value. Brad is currently the manager of First American’s IT Service Desk, where he leads, manages, and directs technical support across the enterprise in a follow-the-sun, worldwide operation. Brad also focuses on process improvement, training, and implementation to deliver strikingly impressive customer service. Follow Brad on Twitter @biagitec2.


Mary Cruse

Director, IT Customer Services
First American Corp

Passionate about customer service, Mary Cruse has more than 30 years of experience with Fortune 500 companies in the airline, healthcare, and financial industries. Mary has extensive experience leading both technical and nontechnical customer service centers, focusing on contact center design and technology, customer service delivery, technology support, and team building and rebuilding. She holds multiple HDI certifications, as well as the CIAC Call Center Operations Manager certification, serves on the Board of Directors for Help Desk Chapters, Inc., and was inducted in the HDI Hall of Fame in 2018.