Session 107: Operationalizing A Business-Focused Service Strategy


Tuesday, November 12 at 10:00 AM

View Schedule

Consistent service and support designed to meet the needs and expectations of the business must be delivered with the customer top-of-mind. A service leader must take the time and the opportunity to learn the business, develop trusted relationships with business leaders, and build a team that can consistently deliver valued services. It's critical that the values and priorities of the service strategy are operationally visible and experienced in every customer interaction. Knowing how the business works is critical! Knowing how your team can be best utilized by properly supporting them with the right training, processes, tools, knowledge, and leadership is essential! Join Pete McGarahan as he shares his First American journey, highlighting the importance of culture, values, relationships, and leadership.

Pete McGarahan

Senior Director
First American

Pete McGarahan is the senior director of IT at First American Title Insurance Company, and has won multiple awards as an industry expert and global thought-leader in service management. He is consistently one of the top-rated speakers at HDI, ICMI, other industry events. He is incredibly knowledgeable, and has a true gift for sharing complex information in an engaging and understandable way. Follow Pete on Twitter @PeterJMcGarahan.