January 21 - 24, 2020
Omni Orlando Resort, ChampionsGate, FL
Stephane Deblock, Director, Business Process Management at Kaiser Permanente

Stephane Deblock


Director, Business Process Management
Kaiser Permanente

Check out the incredible speaker line-up to see who will be joining Stephane.

Download The Latest Agenda

Wednesday: Main Conference Day One

Wednesday, January 22nd, 2020


11:00 AM IDG X: Aligning and developing customer centric KPIs into continuous improvement

Many companies put customer centricity as a key transformation goal yet few have specific action plans to execute and measure customer centricity. This session will discuss:
·         Aligning customer journey with internal processes
·         What are relevant customer centric KPIs to incorporate into your CI program
·         Transforming call centers into profit centers