07 - 10 October, 2019 | Amsterdam, Netherlands

Alessandro Laureani, Head of Global Operations, Processes & Systems, Google

Project Quantification:
Customer satisfaction with Google AdWords for SMB improved from 44% to 90% in the past few years.

Why is your presentation important?
The presentation gives an insight on how a bottom-up approach to operational excellence may work, sharing my personal experience in Google so far.

What can delegates learn from your presentation?
An example of applications of customer centricity and customer journeys within an operational excellence program.

What are you looking to gain from attending the event?
1. Learn other organizations' journey in operational excellence
2. Network with fellow professionals in the field