Kat Gaines leads developer relations 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 two rabbits, Lupin and Ginny.

Presentations

22x

Mastering Incident Communication

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. 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.  

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20x

Happy Agents, Happy Customers

Keeping on top of technical platforms and customer experience is daunting, and it can't be done in silos. Customer Service insight is critical to the incident response process. You can use this insight as data to speed up resolution. As the team closest to the customer, incorporating customer service team into the DevOps lifecycle reduces silos, shortens feedback loops, empowers agents, grows careers and delights customers.

In this talk, you will learn the importance of aligned cs ops, and how to help your CS and dev teams establish strong practices of collaboration as one team.

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