Panel: The conflict between commercial metrics and customer outcomes

Panel Event: The conflict between commercial metrics and customer outcomes. How product managers can balance cultural challenges, managing metrics, and being a good human being.

As technology and the landscape evolves we are seeing a growing conflict between delivering commercial outcomes and delivering value to and protecting the interests of customers. Performance metrics drive individual financial benefits, and so we can see this driving a tendency for leadership to focus delivery on organisational commercial value at the cost of service or product outcomes to the customer. Product Managers are directly part of the interface facilitating this and often have to struggle with the fallout of final decisions.