Director, Office of Customer Research and Insights
WMATA
Ray Yau is currently the Director of WMATA's Office of Customer Research & Insights. His experience in the field of consumer and market research span the private, public, and non-profit sectors.
Sessions
Apr 30
2:30 PM - 2:50 PM EDT
Blue Stage
Customer Experience (CX)
Inclusive Insights & Social Impact
Innovation & Product Development
The Danger of the Big Lens: Why Public Institutions Often Fall Short at Delivering High-Quality Consumer Products & Services
Key Takeaways: 1. At public institutions, the departments that lead the organization are often not consumer-centric. 2. Biases toward quantitative, historical data direct attention away from current causes and effects. 3. To effect positive change, we must recognize such biases and learn how to tackle them.
