Head of end user experience
Direct Line Group
Nicola explores and talks about some of the common business challenges when addressing end user experience management & digital transformation. She’ll explain how it’s become necessary to not only measure but be able to analyse client-side performance ensuring the best possible experience for users. DLG will elaborate on how they’ve been able to resolve a number of major incidents in just hours, helping to eliminate inefficiencies whilst making the necessary service improvements to enable informed decision making for positive on-going change.