How SREs Found More than $100 Million Using Failed Customer Interactions
No ratings
Presented at SREConAmericas 2018 by
This talk will go into PayPal SRE's journey of using data around customer failures (outward-looking) instead of payment data (inward looking) to become a more customer-focused company. The results not only benefitted our millions of merchants and consumers, but also benefitted our company in a significant way. Topics covered will be:The Principles used when starting the initiativeThe technical implementation of using Failed Customer Interactions (FCIs)The dashboards and visualizations of the dataThe culture change that occurred in the company as a result of the initiativeThe tactical efforts needed to get momentum behind this new way of measuringThe bad ideas and mistakes we made along the wayThe results and where we're at today