How do you maintain a high level of customer service while adjusting for changes within the organization? Do you have a robust, global process for handling customer escalations and complaints?
This presentation shares details about how NI created a global, cross-functional process for solving customer escalations in a timely and effective manner. NI standardized on stakeholder expectations for resolving customer escalations to provide our customers with a uniform, seamless experience.
Kevin is committed to data driven decision making and Quality’s role as a customer advocate. He is interested in influencing the NI Quality team and the company to raise the quality of products and systems through continuous improvement processes. He earned his Bachelor of Applied Science with Management Science option at the University of Waterloo.
DJ is a dynamic leader with over 15 years of Engineering and Quality experience through various roles at National Instruments in Support, R&D, Services, MFG, and Quality. He is passionate about applying his unique and strong cross-functional background to accelerate product and systems design and development while saving time, optimizing resources, and continuously improving customer