Skip to main content

Paul Fratellone

uTest

Paul Fratellone’s career in quality assurance and testing began in the mid-1980s and has spanned multiple industries and domains. Through the years, Paul has recognized certain patterns and pain points which all organizations need to deal with. Building a business case for justifying investments in quality and testing has enabled organizations to not only measure success but continually improve. Paul’s perspective and passion are clearly rooted in ensuring teams provide value to the business and ultimately to end users. Knowing what is important to the customer is how Paul has quantitatively articulated the cost-risk-benefit equation of quality to business owners and IT management.

Speaker Presentations
Thursday, November 14, 2013 - 3:45pm
Metrics
Measure Customer and Business Feedback to Drive Improvement

Companies often go to great lengths to collect metrics. However, even the most rigorously collected data tends to be ignored, despite the findings and potential for improving practices. Today, one metric that cannot be ignored is customer satisfaction. Customers are more than willing to share their thoughts in a manner that can impact your bottom line. Social media gives consumers a stronger voice than ever, and damage to your brand is only one tweet away. The question is: Are you listening to your customers?