Mary Cruse (Director, IT Customer Services, First American Corporation)
Date: Tuesday, October 16
Time: 11:15am - 12:15pm
Pass Type: Conference and Expo Package - Get your pass now!
Track: Decisions That Drive Results
Format: 60-Minute Case Study
Vault Recording: TBD
Better decision making depends on the quality of the data, the relentless pursuit of questioning and taking measurable action on the findings. In this session, Mary Cruse, director of IT Customer Service at First American Corp., will share his team’s operational experience using data, knowledge, and analytical thinking to identify opportunities for continuous improvement, implement new ideas, deflect or eliminate contacts and work effort, uncover workflow automation opportunities, and shift resolution closer to the customer. Pete’s leadership team is empowered to challenge the numbers, ask relevant questions, and identify trends, all of which requires a deeper understanding of data and analytics. Learn how they use baseline and actual data to justify and quantify the success and impact of every decision or action—and how you can, too!