Tuesday, September 11, 2018 2:00 PM ~ 3:30 PM ET

Understanding the needs of the people and organizations you are serving gives you key advantages when building your programs to be sustained over time.  Learn methods and strategies you can build into your everyday work processes.  


Hear from a local workforce area who has successfully incorporated customer insights into their strategies.

Insights into your customers, people and organizations you are serving, can provide a deeper understanding of the possibilities your programs could incorporate and additional funding opportunities to pursue.  Most organizations know that customer feedback is important, but not all have moved to fully implement customer feedback loops throughout day-to-day operations and processes.  Learn research methods and tools used by private industry, including examples of how they can be modified for workforce system programs.  Hear about a “real world” example from a local workforce board who has seen impact from adopting customer feedback.  Participate in an interactive dialogue with peers and subject matter experts to learn more about how these efforts could be adopted for your specific programs.


Linda Lawson, Senior Consultant, Maher & Maher

Wendy Havenstrite, Workforce Analyst, U.S. Department of Labor, Employment and Training Administration


Christy Montgomery-Jones, Senior Analyst, Maher & Maher

Shannon Norton, Executive Director, MassHire Lowell Career Center