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

Thursday, April 11 at 10:15 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

Pete McGarahan is the senior director of IT at First American Title Insurance Company, and has won multiple awards as an industry expert and global thought-leader in service management. He is consistently one of the top-rated speakers at HDI, ICMI, other industry events. He is incredibly knowledgeable, and has a true gift for sharing complex information in an engaging and understandable way. Follow Pete on Twitter @PeterJMcGarahan.


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.