Kym is the Director of Technology Experience Optimization for T-Mobile. She pioneered the creation of a "Customer Experience Design" function and implemented tools such as personas, customer journey maps, and organizational Change Management templates to enhance the focus on user-centric design in her current role. Additionally, Kym matured several service management practices such as Problem Management and incident management and was instrumental in driving the adoption of Knowledge Centered Service (KCS). She established a reporting and analytics function which provided crucial insights into performance metrics.

Presenting:

• Session 205: Driving Transformation through Experience Management and XLAs