Design for Supportability Workshop
Driving Interaction Between Customer Support and Product Development.
This workshop will illustrate the benefits of developing these feedback loops, reviewing the results of in-depth research and work with companies on customer support’s strategic role as a feedback agent for quality improvement. Three facets will be addressed. First, current industry practice will be chronicled through company examples. Second, the positive operational and financial impact of more robust feedback roles will be demonstrated. Third, the factors that foster these feedback roles will be described, including metrics to drive the interaction. Attendees will come away armed with concrete ideas for tapping this important source of information.