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November 27, 2023
You’re probably used to avoiding incidents at all costs, but they are actually the most effective tool you have to handle reactive work when things go wrong.
In this talk, I look at how to reframe incidents and use them to your advantage to make customers happier.
We’ll start by looking at some examples of how we turn bugs into customer delight through excellent response.
We’ll target three key areas to make incidents work better for you, including
- Lowering your bar for what you consider an incident
- Flexing your process to deal with reactive work effectively
- Making incidents serve your customers better
You’ll leave understanding how to make your incidents less chaotic, more customer-focused, as well as how to get your team on board with changes.
November 27, 2023
