Session: How being customer-centric improves IT success: a case study

Friday 13.00 - 13.50
Room: Ken Lee

“How can I help you now it is too late?” In this session Elizabeth Harrin will argue that the post-implementation review is dead. Instead, IT professionals should look for continuous feedback and constantly act in a customer-centric way. She will present a new model and show why project teams and operational IT teams should ask internal customers to score them monthly out of 10. Learn how her organization took customer satisfaction scores from 4 to 10 out of 10 and improved relationships with people throughout the business through the application of this feedback loop.

Tags: Agile Hands on Team


Attendees will learn about customer centricity in IT and how one organization improved customer satisfaction substantially. They will be able to use the model in their own company after the session

Elizabeth HarrinElizabeth Harrin

Elizabeth Harrin is Director of The Otobos Group, a project communications consultancy. She has a decade of experience in leading IT and process improvement projects in financial services and healthcare. She also is experienced in managing business change. Elizabeth is the author of three books and blogs at for which she won the Computer Weekly IT Professional Blogger of the Year award in 2011. You can find Elizabeth on Twitter @pm4girls.