Incidents: The customer empathy workshop you never wanted
Organizations are focusing on incidents more than ever but failing to leverage them to their full potential. But by framing incidents and post-incident reviews as customer empathy-building opportunities, we can facilitate more creative technical problem-solving, unlock improvements to your response process, and enable organizational agility that otherwise might have gone unnoticed.Â
This talk will deliver actionable methods to increase customer empathy before, during, and after an incident. Attendees will learn how reframing incidents and post-incident reviews around the customer inspires more creative problem-solving and drives superior experiences for customers; and how deeper relationships between responding groups creates organizational gold.
Ryan McDonald
Ryan McDonald has advocated for resilient software in diverse roles, as an engineer, agilist, and incident commander. After years of leading backcountry expeditions at Outward Bound, software incidents were a lower-risk way to scratch the responder itch.