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ITSM Academy

Managing the Flow of Feedback

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Complimentary Webinar

Presenter: Donna Knapp, Curriculum Development Manager, ITSM Academy

Managing the Flow of Feedback

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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.

  • The slide deck will be available the morning of the webinar
  • The recording of the session will be available post webinar

Motivated by the ideas presented? Print a Personal Action Plan to capture them.

  • Value Stream
  • VSM
  • Value
  • Stream
  • Mapping
  • Value Stream Mapping
  • Donna Knapp
  • ITSM Academy
  • Feedback Management
  • Customer Journey
  • Customer Journey Mapping
  • Customer Feedback