Session 308: Develop a Data-Driven Strategy to Mind-Blowing IT Support

Wednesday, April 11 at 3:00 PM

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It doesn't matter how you think you're doing or what your metrics say, customer perception is reality—that's what truly matters. This session features real-life examples of how giving customers a voice and building a data-driven strategy around their feedback transforms any team into an army of customer service rock stars. You'll learn how to implement one simple, fast, change to your strategy that will wow your customers, as it's done for the likes of Twitter, Oath, Yahoo, Box, and other companies whose IT support needs to be top notch for the company to succeed.

Ben Brennan

Director, IT

From technician to manager to consultant to director, Ben Brennan has taken his skills in scaling up startups like Jawbone, Twitter, and Box, and used them to shake up, wake up, and transform established global shops that don't typically move at the speed of the business. Currently the director of IT at Oath, Ben is also the author of Badass IT Support.