Managing the Flow of Feedback
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Presenter: Donna Knapp, Curriculum Development Manager, ITSM Academy
Value streams are getting a lot of attention these days, as organizations work to optimize the flow of value to their customers. However, equally important is the flow of feedback from customers to the decision-makers, designers, and developers who can use it to create even greater value. In this session, Donna Knapp describes how to establish an effective feedback management process that ensures customers are listened to at every stage of the customer journey. Learn how customer journey mapping can be used to determine the right touchpoints to collect customer feedback, along with how to categorize, analyze, and act on it.
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