Your user IS the goal

"Thea works in Customer Service. She's been in her role for nine years. She knows her customers by name. She can de-escalate an angry call with warmth. She's the reason customers come back. Thea has also been through two CRMs and a SAP migration and she's about to be part of a Salesforce roll-out. And every one of them has made her job feel harder. In this talk, Dan introduces Thea (a real person, with a real job) and uses her story to ask the question every implementation team needs to sit with: what if the user isn't the obstacle to value, but the source of it? We know change and adoption are the keys to successful projects, are we ready to change ourselves in the way we engage with our user teams?"