Consistency is so critical to the overall performance of any service organization. A solid service structure, delivering valued services aligned with your service strategy, should be your top priority. First American’s leadership built a firm foundation of capabilities by hiring the right team members, designing holistic training focused on the desired customer experience, utilizing best practices, award-winning tools, and optimized processes, and focusing on meaningful metrics. Join Brandon Caudle and Brad Biagi as they share lessons learned from what worked and, more importantly, what they would have done differently.