Presentation: Netflix Technology Services’ Evolution – From a Support Organisation to a Learning Engine

Talk:

Netflix Technology Services (aka N-Tech) believes everyone deserves effortless technology experiences to stay more focused, productive, and inspired so they can do their best work at Netflix. Our vision has been to transform us from a queued, manual, and reactive support organization to become a more robust proactive and preventative technology partner.  Core to this evolution has been a mindset shift around how we define success for N-Tech as a Learning Engine for Netflix.  We seek out the friction users may experience with technology and transform this friction into intelligence, which enables technology partners to improve their products and services.  Through identifying patterns in how users experience friction with technology and leveraging data to tell stories that inspire effortless digital experiences.

Our value to Netflix is now defined by the impact of technology improvements that we inspire, and no longer defined by how many support contacts we encounter or how quickly we address them. We’re eager to share more about our learnings, the momentum we’ve built so far and the positive user stories we’ve impacted.