This webinar is part of a quarterly series, Deep Dive into Digital Operations, designed to have a walkthrough on how to think through and operationalize modern DevOps and agile concepts.
The requirements of digital operations for businesses in any industry can put a strain on resources and cause stress. Digital acceleration and DevOps transformation present new challenges and opportunities every day for organizations of all sizes. Staying on top of your organization’s technical platforms can be daunting, and it’s easy to miss things when something goes wrong and your team gets embroiled in an incident.
One thing you can never go short on is communications with your users during an incident, which positions customer service teams as perfect partners to align with during the incident identification and response process.
So how can engineers and customer service organizations collaborate more effectively?
Enter Full-Case Ownership. Full-Case Ownership is the methodology that aligns customer service teams with engineering’s organizational goals so that they can work together to deliver optimal customer experiences.
Join PagerDuty’s DevOps Advocate Julie Gunderson as she walks through this new concept and reviews tactics around how engineering teams can bring customer service teams into the fold of incident response and how customer service teams can establish strong practices with their peers in engineering.
In this session, you’ll learn:
- Current state challenges between customer service and engineering teams today
- The value of Full-Case Ownership through the lens of incident response
- The role for customer service teams in the incident response process
- How to create a customer-first experience by aligning customer service and engineering teams
"The PagerDuty Operations Cloud is critical for TUI. This is what is actually going to help us grow as a business when it comes to making sure that we provide quality services for our customers."
- Yasin Quareshy, Head of Technology at TUI