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SupportWorld Live - Schedule Viewer

Covering critical topics across the entire service and support industry and serving the full range of professional needs (from senior management through to the frontline), SupportWorld Live gives you several days in a welcoming, energetic community to focus solely on delivering smarter service and better business outcomes.

Click on session titles for full session descriptions. All times noted are in PT.

Session 407: Managing the Flow of Feedback

Donna Knapp  (Curriculum Development Manager, ITSM Academy)

Location: Grand Ballroom 123

Date: Thursday, May 19

Time: 10:15 am - 11:15 am

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass - Get your pass now!

Track : Revolutionizing the Customer Experience, Modernizing Service Management

Session Type: Session

Vault Recording: TBD

Audience Level: All

Value streams are getting a lot of attention these days, as organizations work to optimize the flow of value to their customers. However, equally important is the flow of feedback from customers to the decision-makers, designers, and developers who can use it to create even greater value. In this session, Donna Knapp describes how to establish an effective feedback management process that ensures customers are listened to at every stage of the customer journey. Learn how customer journey mapping can be used to determine the right touchpoints to collect customer feedback, along with how to categorize, analyze, and act on it.


Attendees will learn about:

  • The value of customer feedback (and the benefits of listening to and acting on it)
  • Best practices for effective feedback management
  • Customer journey mapping techniques and when and how to use them
  • Using feedback to improve products and services
  • Using feedback to design a positive customer experience