What happens when teams deliver everything they were asked for—but still miss what the customer actually wanted?

In this episode of KPI Fireside, host Keith Norris sits down with Francine Bejarano, a program and product delivery leader who has led major technology and transformation initiatives at companies like T-Mobile, IBM, and Verizon.

🔻 The difference between output metrics and outcome-driven success

🔻 Why success must be defined upfront—not measured at the end

🔻 How “voice of the customer” changes alignment and priorities

🔻 The danger of “watermelon metrics” (green on the outside, red on the inside)

🔻 Why understanding the “why” drives bett ...