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  • Release Management and Customer Experience at Snapchat

    In 2019, T-Mobile hosted Snapchat executive, Tammarrian Rogers, and release manager, Claire Reinert, who presented how, in three years, they transformed their release management processes and culture which directly improved their customer experience.

  • Bringing the Humanity Back into Customer Support

    Treat your support team well and they will treat your customers well. Support teams need to be trained and trusted, they deserve autonomy and ownership over their work. Bots shouldn’t be used in customer support to help people solve problems; people need to help people even if it’s more expensive than hiring robots.

  • Becoming a Responsive Enterprise

    Software-driven companies are taking over the world because they are responsive organizations, built on 'sense and respond' instead of 'plan and predict'. In the next decade every large scale organization will be digitized and will effectively become a software-driven enterprise. Vikram Kapoor, CEO at Prowareness, explored how organizations can increase their responsiveness.

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