Michael DeJager is Principal Analyst and Head of Product Development for IQPC's Customer Management Practice. Design & Innovation represents a portfolio of content and events within the Customer Management Practice. He brings 10+ years of experience in market research and event production across industries and regions. He originated Design & Innovation's annual Design Thinking and Service Design programs in 2017. His responsibilities now include management across Customer Management Practice content and events and serves as a contributor across portfolios.
Fun Fact: Despite Michael’s Oklahoma roots, he maintains an obsession for fine dining, outrageous hospitality, travel and martinis.
Customer operations changed drastically when COVID-19 showed up. From more remote working opportunities than ever before to transforming workforce management to an accelerating prioritization of digital channels, success in the current environment is rooted in agility and a greater focus than ever on customers and their needs. In this fireside chat, Michael DeJager talks post-COVID-19 operations with Facebook’s Ankur Prasad.