Service Management World is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

Browse, filter, and select your list of sessions and activities. You can plan your schedule in advance and access it before and during the show via export or the conference app. This tool is provided for your convenience and does not guarantee admission to the sessions you select. Adding a session to your schedule does not register you for any preconference training or workshops.

Session 307: The Importance of the Daily Operational Regimen on Performance

Brad Biagi  (Senior IT Manager , First American)

Brandon Caudle  (Senior IT Manager , First American Corp)

Location: Olympic

Date: Tuesday, November 12

Time: 2:15 pm - 3:15 pm

Pass Type: Conference & Expo Package

Track: Innovating and Disrupting at First American

Format: Case Study

Vault Recording: TBD

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.

Presentation File

Session307.pdf