As pressure mounts on learning and development (L&D) to demonstrate measurable business impact, customer-facing teams expose the limits of traditional performance management. Completion data, manual quality assurance (QA) reviews and manager-led feedback often exist in isolation — leaving a disconnect between training and real-world execution.

This session explores how organizations can design continuous performance models that move beyond one-time evaluation to ongoing measurement of both system execution and behavioral effectiveness.

Saurav Raj, from the product marketing team at Whatfix, will share practical insights from large-scale customer-facing environments on building structured, scalable performance measurement. Attendees will learn how artificial intelligence (AI)-enabled evaluation can reduce subjectivity, standardize measurement across systems and behaviors, and create continuous feedback loops that align learning strategy with operational outcomes.

In this session, attendees will learn:

• A practical framework for defining performance across system execution and behavioral effectiveness in customer-facing roles
• How AI-enabled evaluation can standardize performance measurement and improve consistency at scale
• A structured approach to building continuous feedback loops that connect training insights to broader learning and operational strategy
• How L&D can evolve from training delivery to performance governance in customer-facing environments

View full agenda.

Speaker

Saurav Raj, Product Marketing Lead, Whatfix Saurav Raj is a product marketing leader at Whatfix with over eight years of experience supporting enterprise organizations in improving performance across customer-facing teams. He works closely with L&D and operations leaders to design scalable, measurable approaches to software adoption and hands-on training. His focus is on bridging the gap between learning initiatives and live system execution by building structured performance measurement frameworks that drive measurable business outcomes. Saurav specializes in translating complex technology into practical strategies that align learning with operational impact. He holds an MBA from IIM Indore, an Advanced Leadership certificate from SDA Bocconi, Milan and a Bachelor’s degree from the National Institute of Fashion Technology, India.