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Improving Agility by Using Customers’ Definitions of “Quality” and “Done”

Keynote Video

Mar 9, 2022

“Quality”… velocity, productivity, and efficiency? Improved performance? Few or no bugs? Meets stakeholder requirements? “Done”… we did what we planned? Fits business objectives? Coded, tested, documented, and deployable?

In this keynote session of BASTA! Spring 2022, you will learn with Debbie Levitt how to change processes to improve agility, eliminate some Lean waste, and produce better customer outcomes.

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Debbie Levitt

Debbie Levitt, CXO of Delta CX, has been a CX and UX strategist, designer, and trainer since the 1990s. As a “serial contractor” who lived in the Bay Area for most of the 2010s, Debbie has influenced interfaces at Sony, Wells Fargo, Constant Contact, Macys.com, Etsy, and a variety of Silicon Valley startups. Clients have given her the nickname, “Mary Poppins,” because she flies in, improves everything she can, sings a few songs, and flies away to her next adventure. Her “DevOps ICU” book and training teach non-CX roles about CX, why it’s done by specialists, and how to integrate it into teams and processes. Her “Delta CX” book and training teach companies how to improve customer satisfaction, predict and mitigate business risk, and increase ROI by investing in great customer experiences. Outside of CX work, and sometimes during CX work, Debbie enjoys singing symphonic prog goth metal, opera, and New Wave.