David Bourne Email and Phone Number

Every product maker makes promises. They tell customers the features and benefits their product offers and convey an impression of their brand. In my role @ Nest, I relentlessly drive initiatives that make our customers' actual experience of our products and brand identical to or better than their expectations of it. I manage a team that investigates and quantifies field quality issues with data sources that represent the voice of the customer (customer support data, online products and app reviews, and social media. We also investigate targeted issues through the voice of the product (device and cloud logs) that can more accurate represent the occurrence of some issues beyond what is represented through direct customer feedback. We investigate all kinds of quality issues that include UX challenges, software reliability issues, and hardware defects. Beyond what is represented with shipping products, we also assess risks with future products under development and partner with a variety of cross-functional design and engineering teams to create solutions that can mitigate those risks.

Leading the relentless pursuit of perfect customer service. I begin by recognizing that resolving issues for customers before they even occur is the Shambhala of customer support. The best way to achieve that is by gaining a deep understanding of the technical details and nuanced customer experience of an issue that a customer experiences today to craft a better product experience for another customer tomorrow.

Creator of Apple's Carpe Facto team designed for the purpose of gathering engineering root cause information and user experience details from customers who contact technical support to provide data to Apple's engineering teams

Mac and PC network and desktop support for the Ketchum Atlanta Office

I was a student employee at Emory University providing on-site desktop support for the Office of the Provost and the Office of International Affairs. My responsibilities included aiding staff members with Mac OS-related troubleshooting and MS Office applications in addition to managing office-wide data backups. I additionally designed and coded basic departmental websites and assisted in the production of promotional collateral material.