getty Before founding Catchpoint, I worked at DoubleClick as vice president of operations, quality of services. Here, I was responsible for reliability and created the quality of services department to promote reliability, performance, availability and resilience across the organization. Every morning I delivered reports on our data from a reliability perspective to the executive team. What was the response time? What was the availability? What was the data processing time? I did this for every function that we cared about. At 10 a.m., representatives from ops, network engineering, customer support and product management reviewed our reports and determined the next steps based on our data. This provided an underpinning of integrity to the work, and it drove better business outcomes, two elements that I believe are integral to overall success. Focusing On Customer Experience Reliability Yields Business Results Organizations are 260% more likely to focus substantially on customer experience reliability versus low-performing organizations. I see this daily borne out by customers. Good enough is no longer good enough, particularly not in the competitive, tumultuous landscape we find ourselves in at the tail end of 2022. Striving for excellence is now table stakes. Elite organizations prioritize customer experience reliability because […]
K&X Design and Investment Technology, LLC
Invest The Invisible Impact
K&X Design and Investment Technology, LLC
Invest The Invisible Impact
