Building a product-focused capability, shifting away from reactive delivery and putting laser focus on customer empathy, is a complex change journey. In this presentation, you’ll learn how Liberty Mutual has been making that shift, the successes and challenges, so you can learn from what we’ve learned and optimize how you operate to delivery strong product experiences. A few areas we’ll discuss:

• Building the *right* thing: Using leading and lagging indicators to ensure what you build is what your customers need while also gathering regular feedback through direct interviews as well as analytics
• Building the thing *right*: It’s not enough to just build something, it needs to be built with quality, stability, security, performance and other implicit expectations in mind

You’ll walk away with insights from a complex, global company and see how Liberty Mutual used experimentation to drive a global operating change.