Reframing Incidents: Using Reactive Work to Enhance Customer Satisfaction

Explore how to reframe incidents as powerful tools for handling reactive work and enhancing customer satisfaction in this 24-minute conference talk from LeadDev Berlin 2023. Learn to turn bugs into opportunities for customer delight through excellent response. Discover three key strategies: lowering the threshold for incident declaration, adapting processes to effectively manage reactive work, and aligning incidents with customer needs. Gain insights on reducing incident chaos, improving customer focus, and securing team buy-in for these changes. Leave with a fresh perspective on incident management that can transform your approach to unexpected challenges and improve overall service quality.

We should all be declaring more incidents | Martha Lambert | LeadDev Berlin 2023