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Speaker

Kat Gaines

Kat Gaines

Senior Developer Advocate, PagerDuty

San Francisco, California, United States

Kat is a developer advocate at PagerDuty. She enjoys talking and thinking about incident response, customer support, and automating the creation of a delightful end-user and employee experience. She previously ran Global Customer Support at PagerDuty, and as a result, it’s hard to get her to stop talking about the potential career paths for tech support professionals. In her spare time, Kat is a mediocre plant parent and a slightly less mediocre pet parent to her two rabbits, Lupin and Ginny, and dog, Carnita.

Area of Expertise

  • Business & Management
  • Information & Communications Technology

Topics

  • Customer Service
  • Incident Response
  • Incident Management
  • Business Process Management
  • Business Communications
  • Business Productivity
  • Customer Experience
  • Career development
  • Incident Command System
  • service ownership

Mastering incident communications

When launching new products or dealing with an outage, customer-facing teams see terms thrown around internally that customers might not identify with immediately. Good communication practices, including good translation of engineering terminology to customer-friendly communication, can save time and increase customer satisfaction when moments matter. Customer Support's unique ability to understand both what is happening internally as well as what customers need to hear positions this team as the experts to steer communications during major incidents.

Come to this talk to learn how to partner with your customer-facing teams during major incidents and build both internal and external trust along the way.

Happy Agents = Happy Customers: Empower your Customer Service Team to Lead the Way

Keeping on top of your organization’s technical platforms as well as customer experience is a daunting task, and it can't be done by siloed teams. Your Customer Service team and the insight they gain from users is critical to the incident identification and response process, and your development teams can use this insight as data to speed up their ability to resolve the problem. As the team closest to the customer, incorporating your customer service team into the DevOps lifecycle will reduce silos, shorten feedback loops, empower agents, grow careers and delight your customers.
Come to this session to learn about bringing customer service teams in line with development teams, organizational goals, and improving agent experience to improve the customer experience. In this talk, you will learn the importance of aligned customer service ops, and how to help your customer service and dev teams establish strong practices of collaboration as one team in service of your customers.

Devops Barcelona

Mastering Incident Communications

November 2023 Barcelona, Spain

DevOpsDays Montréal 2023

November 2023 Montréal, Canada

Support Driven Expo

Mastering Incident Comms for Customer Liaisons

October 2023 Las Vegas, Nevada, United States

DevOpsDays Taipei

Mastering Incident Communications
https://devopsdays.tw/2023/session-page/2290

When launching new products or dealing with an outage, customer-facing teams see terms thrown around internally that customers might not identify with immediately. Good communication practices, including good translation of engineering terminology to customer-friendly communication can save time and increase customer satisfaction when moments matter. Customer Support's unique ability to understand both what is happening internally as well as what customers need to hear positions your team as the experts to steer communications during major incidents.

September 2023 Taipei, Taiwan

SREDay

Mastering Incident Communications

September 2023 London, United Kingdom

Salesforce World Tour: New York 2023

Aligning Customer Service & Engineering Teams to Improve CX

In this session, learn the importance of aligned customer service ops, & how to help your customer service & dev teams establish strong collaboration practices as 1 team in service of your customers.

May 2023 New York City, New York, United States

ElevateCX San Diego 2023

Best Practices For Customer Communications During Incident Response
When launching new products or dealing with an outage, your Support team will see terms thrown around internally that would sound a little alien if a customer were to encounter them. If sci-fi has taught us anything, it’s that communication including good translation will go a long way to brokering peace between worlds. If you put your Support team in charge of the ship when it comes to comms, they’ll advocate for your users and help others remember that they’re speaking to humans at the end of the day.

April 2023 San Diego, California, United States

Support Driven Leadership Summit Philadelphia

Panel: Creating Feedback Loops: Support to Product to Engineering and beyond!

April 2023 Philadelphia, Pennsylvania, United States

Salesforce World Tour Sydney

PagerDuty - Breaking Silos: Aligning Customer Service and Engineering to Improve Customer Experience

March 2023 Sydney, Australia

API World 2022

October 2022 San Jose, California, United States

DeveloperWeek Cloud 2022

September 2022 Austin, Texas, United States

Kat Gaines

Senior Developer Advocate, PagerDuty

San Francisco, California, United States