Matthew Rudden

VP Operations IGT

Matt has worked for IGT for 29 years in a number of roles including systems software engineering, IT management, systems solutions marketing management, operations management and field services, currently as Vice-President, Global Lottery Field Services. Reporting to the Chief Operating Officer, his responsibilities are to oversee and manage field service engineering, contact centre, repair centre, project installations and learning services capability to our Global Lottery division. Prior to working for IGT, Matt worked for British Gas as Programmer / Analyst for 11 years. He is married with 3 grown-up children, enjoys walking, reading, playing and listening to music.

Cultivating the Skills of Front Line Workers & Optimizing Business Processes

12:45 PM IGT CASE STUDY: Unlocking Technician Excellence: An Inside Look at IGT’s Professional Development Strategy

When the IGT management team received feedback from technicians that they didn’t feel recognized as professionals by their own company, IGT responded by investing in FST professional development. Through extensive interviews with field service techs, they identified the behaviors of top performers and created a program to integrate them into daily activities.

Get an insider’s look at IGT’s successful training program and how it is tracked and built into their technician’s goals. Topics discussed will include:

Elevating technicians to “rock star” status in the eyes of their customers by providing comprehensive technical knowledge and developing soft skills
Prioritizing behaviors such as demonstrating initiative, collaboration, and conflict resolution
Providing a framework for techs to identify areas for development
Facilitating objective conversations on performance and supporting career progression
Utilizing new models to track and measure performance against benchmarked IGT standards

Check out the incredible speaker line-up to see who will be joining Matthew.

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