1. Learn how to transform your customer support process into a valuable product development pipeline
2. Get inspired by our approach with integrating developers, testers and customer support experts into an effective pipeline

Maja Schreiner is a graduate engineer in information systems with more than 15 years of practical experience in professional software development and quality engineering. Maja's interests include applying agile testing practices in everyday work, advocating for agile methodologies and coaching other testers and developers. Before joining Swisscom, Maja worked as a Test Manager, Test Engineer and Software Engineer in the public administration, finance and health industry. Her heart goes for Agile. She's been running the Agile Testing Meetup Zurich since May 2014 where she's been presenting on different topics on a regular basis and helping the community grow. Since 2015 Maja is a speaker at international testing conferences like online test conference, Romanian Testing conference, Lean Agile Scrum 2017 Zurich, DevOps Days 2017 London, Quest for Quality 2017 Dublin, Swiss Testing Day 2018 in Zurich and TesBash Munich 2018. You can contact her on Twitter (@majaschreiner) or via her blog (testmotion.wordpress.com).

There is no better way to learn about your customers, test assumptions and prove your product than by doing customer support. Whether if you’re a tester, developer or a product owner, it will give you an extremely valuable opportunity of finding bugs you might have missed. You can identify unusual customer flows you are not tracking with your analytics tools, and in general check risks and benefits of your new features.

Still, customer support process can be very time consuming and expensive. Based on our experiences while developing cloud storage services for our private customers, I’ll present a story of why and how we joined forces in development, testing and customer support. I’ll explain how we are building self-reliant user communities and automating designated answers to different categories of customer requests.

We are in the middle of our journey, but so far the customer experience results have provided us tremendous insights and lessons learned and significantly improved our leadership skills, which I’d love to share with you.