Session 307: The Importance of the Daily Operational Regimen on Performance

Tuesday, November 12 at 2:15 PM

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Consistency is so critical to the overall performance of any service organization. A solid service structure, delivering valued services aligned with your service strategy, should be your top priority. First American's leadership built a firm foundation of capabilities by hiring the right team members, designing holistic training focused on the desired customer experience, utilizing best practices, award-winning tools, and optimized processes, and focusing on meaningful metrics. Join Mary Cruse and Brad Biagi as they share lessons learned from what worked and, more importantly, what they would have done differently.

Brandon Caudle

Senior IT Manager
First American Corp

Brandon Caudle is a veteran of the Service and Support industry, building and leading virtual teams in a 24x7 support environment across geographies and time zones. As a Customer Experience Visionary, he is known for crafting and implementing best practices to solve challenging issues, increase Customer and Employee Satisfaction, while aligning with business needs. Brandon is a senior manager at First American in Orange County, California, and currently serves as the Chair of the largest technical service and support association in the world, HelpDesk Chapters, Inc. He can be found at

Brad Biagi

Senior IT Manager
First American

Brad Biagi is a highly accomplished and enthusiastic management professional with a strong technical background and customer focus, as well as a relentless passion for innovative training management, project implementation, process improvement, and customer value. Brad is currently the manager of First American’s IT Service Desk, where he leads, manages, and directs technical support across the enterprise in a follow-the-sun, worldwide operation. Brad also focuses on process improvement, training, and implementation to deliver strikingly impressive customer service. Follow Brad on Twitter @biagitec2.