Our customers are at the heart of all we do! With that in mind, we continue to evolve our customer support strategy. It started with the KCS Solve Loop, has grown to the Evolve Loop, and we continue to be forward-looking so that our team lives in a culture of continuous improvement! Join Janice Smith and Rebecca Mark as we share where we started, where we are, and where we're going with the evolution of our support strategy! From established practices to new and exciting possibilities on the horizon, our focus on the customer experience is paramount to our success! We'll also share lessons learned and takeaways so that you can benefit from our experience.

Takeaway

• Listen to the people closest to the work
• The Solve Loop and Evolve Loop are foundational to our work
• Team confidence and customer confidence are priceless
• Be open to new ideas; don't be afraid to take that first step