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Maria
Van Wambeke
Director of Product Operations
Maria is a Product Operations' evangelist with over 20 years of experience leading product management, product operations, and program management teams for both private and public companies. Her power skills lie in scaling operations and cross-functional teams using Agile methodologies, driving alignment and efficiencies across teams to ensure delivery of the best products for customers. Maria excels in deep engaging communication and facilitation that gets to the core of issues, and she's adept at introducing solutions that create sustainable change for organizations and teams. Beyond her professional endeavors, Maria is an avid outdoors-woman who loves to unplug while solo backpacking throughout the world. Her passion for exploration and adventure not only enriches her personal life but also brings a unique perspective to her professional approach, fostering creativity, resilience, and adaptability.
11 April 2024 13:15 - 13:45
Know thy customer: From start to finish, learn how to implement a customer feedback management process for your organization
In this session, the speaker will provide a start-to-finish framework for driving customer-centricity within your organization by leveraging customer feedback, including how to: - Define your customer feedback strategy and plan. What are you trying to achieve? What questions does the business need to answer? What problems are you trying to solve? What data would help to answer these questions? - Identify sources of customer feedback to determine what you have at present and what you need to gather - Build an Information architecture to organize customer feedback and present feedback so it’s answering the questions you outlined in Step 1. - Build repeatable processes to aggregate and gather customer feedback + Design templates to scale input and normalize output - Drive adoption by making data accessible to your teams - Leverage customer feedback to solve high-value problems