Matt Cornwell is the Lean Customer Value Associate Vice President at American Family Insurance. He is responsible for the deployment of the lean management system across the enterprise as well as the alignment of enterprise processes and decision making with customer value drivers.
Matt leads a group of ~70 internal coaches that support 8,000 employees organization-wide on the lean management system model. The team uses a blend of lean methodology, lean startup and design thinking. If you have never considered leveraging lean methods in the contact center specifically, you won't want to miss Matt's presentation at CCW Vegas as well as the American Family Insurance site year to follow the main conference on Friday.