OPEN TALK: Shorten Feedback Loops with Customer Service Ops

- PST
OPEN Expo Skills Stage
Join on Hopin

Kat Gaines
PagerDuty, Developer Advocate

Kat Gaines is a Developer Advocate at PagerDuty. She enjoys talking and thinking about incident response, customer support, and automating the creation of a delightful end-user and employee experience. She previously ran Global Customer Support at PagerDuty, and as a result, it’s hard to get her to stop talking about the potential career paths for tech support professionals and integrating your CX and development teams. In her spare time, Kat is a mediocre plant parent and a slightly less mediocre pet parent to a rabbit named Lupin. 


The requirements of digital operations for businesses in any industry can stretch resources and cause stress. Keeping on top of your organization’s technical platforms is daunting. It’s easy to miss things when your team is embroiled in an incident, but one thing you can never go short on is communications with your users during an incident. Your Customer Service team is critical to not just communicating with users when things go wrong, but to the incident identification and response process itself. As the team closest to the customer, incorporating customer service teams into the DevOps lifecycle will reduce silos, shorten feedback loops, empower agents and delight your customers.

Full-Case Ownership is a methodology that brings customer service teams in line with development teams, organizational goals, and ultimately the final customer experience. In this talk, you will learn the importance of full-case ownership and customer service ops, and how to help your customer service and dev teams establish strong practices of collaboration as one team in service of your customers.