Session 204: Using Data, Knowledge, and Analytics to Make Better Business Decisions: The First AmericanCorp.Experience (Case Study)


Tuesday, October 16 at 11:15 AM

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Better decision making depends on the quality of the data, the relentless pursuit of questioning and taking measurable action on the findings. In this session, Mary Cruse, director of IT Customer Service at First American Corp., will share his team's operational experience using data, knowledge, and analytical thinking to identify opportunities for continuous improvement, implement new ideas, deflect or eliminate contacts and work effort, uncover workflow automation opportunities, and shift resolution closer to the customer. Pete's leadership team is empowered to challenge the numbers, ask relevant questions, and identify trends, all of which requires a deeper understanding of data and analytics. Learn how they use baseline and actual data to justify and quantify the success and impact of every decision or action—and how you can, too!

Mary Cruse

Director, IT Customer Services
First American Corporation

Passionate about customer service, Mary Cruse has thirty years of experience leading teams for Fortune 500 companies in the airline, healthcare, and finance industries. She has extensive experience in leading both technical and nontechnical customer service centers, focusing on process design, technology, customer service delivery, and team building. Mary is currently the chair of the Help Desk Chapters, Inc. board and she serves on the Call Center Industry Advisory Council.