45 min
Creating a Customer-Centric Release Process (Code Name: Project Guacamole)
Tyler McNally, SVP, CX + Customer Ops, Gainsight Chuck Girard, Director, Product Operations, Gainsight - Your product lies at the center of the customer experience, so why is it that most companies still take an Engineering-centric approach to release management? In this session, we will discuss how we moved CX to the forefront of our release process to better position both our Product team and our Customers for success. We’ll share strategies for organizing cross-functional support for releases, and describe the milestones, gates, and KPIs that we use to manage each release and measure our success along the way. Oh, and we’ll also tell you a little bit about the magic of Guacamole (you'll have to join us to find out!)
