April 9th
11:00 AM EST / 5:00 PM CET
Utilization is one of the most widely used – and hotly debated – metrics in professional services. For some leaders, it is a critical signal of capacity, cost, and financial health. For others, it is an outdated, blunt instrument that drives burnout, mistrust, and the wrong behaviors. So why does utilization continue to create such tension? We will unpack the utilization dilemma – where it came from, what it was designed to solve, and how it is being used (and misused) today. This is not a debate about whether utilization is "good" or "bad," but a deeper exploration of what is really behind the metric and how different calculation methods shape outcomes for people, clients, and the business. Through real-world examples from complex, global services environments, we will explore why some leaders rely heavily on utilization while others resist it, how calculation choices influence behavior and culture, and what leaders should measure alongside utilization to get a more complete picture. This conversation is designed for professional services, resource management, and operations leaders who want to move beyond surface-level metrics and make more intentional, human-centered decisions – without losing sight of financial and operational realities.
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Sr. Director, GTM Services Strategy & Operations – DocuSign David Binnings is the Sr. Director, GTM Services Strategy and Operations for DocuSign supporting the Customer Services organization. With over 25 years’ experience in Professional Services and Support spanning across various industries, he has held positions in Leadership, Resource Management, Program/Project Management, Operations, and Consulting. These unique perspectives have allowed David to build and transform Resource Management organizations to meet the ever-changing landscape of today’s Services businesses. David has a Bachelor’s in Electrical Engineering, a Master’s in Business Administration, and holds both PMP® and RMCP® certifications.
Beth Hunter is a passionate and driven Experience Management leader who puts people first to deliver “right person, right project, right time” outcomes. With deep expertise in Resource and Experience Management, Beth is known for building trust-based resourcing practices that balance client success, business needs, and human sustainability. She brings a people-centered lens to metrics, decision-making, and organizational design - challenging leaders to think beyond numbers while still driving excellence.
Nora Fleischhut is an experienced transformation consultant, passionate speaker, and future of work enthusiast. After working in consulting at one of the Big Four for seven years, she’s now partnering with Runn on a mission to unleash the potential of organizations and people by creating more adaptable, human, and joyful ways of working and enabling a change of perspective. With her optimistic, collaborative, and innovative mindset, she creatively draws on methods and expertise from the fields of neurobiology, behavioral sciences, agile ways of working, and psychology. How her friends would describe her to a stranger: Unfalteringly positive.
Online
April 9th
11:00 AM EST / 5:00 PM CET
April 9th
11:00 AM EST / 5:00 PM CET
Utilization is one of the most widely used – and hotly debated – metrics in professional services. For some leaders, it is a critical signal of capacity, cost, and financial health. For others, it is an outdated, blunt instrument that drives burnout, mistrust, and the wrong behaviors. So why does utilization continue to create such tension? We will unpack the utilization dilemma – where it came from, what it was designed to solve, and how it is being used (and misused) today. This is not a debate about whether utilization is "good" or "bad," but a deeper exploration of what is really behind the metric and how different calculation methods shape outcomes for people, clients, and the business. Through real-world examples from complex, global services environments, we will explore why some leaders rely heavily on utilization while others resist it, how calculation choices influence behavior and culture, and what leaders should measure alongside utilization to get a more complete picture. This conversation is designed for professional services, resource management, and operations leaders who want to move beyond surface-level metrics and make more intentional, human-centered decisions – without losing sight of financial and operational realities.
Sr. Director, GTM Services Strategy & Operations – DocuSign David Binnings is the Sr. Director, GTM Services Strategy and Operations for DocuSign supporting the Customer Services organization. With over 25 years’ experience in Professional Services and Support spanning across various industries, he has held positions in Leadership, Resource Management, Program/Project Management, Operations, and Consulting. These unique perspectives have allowed David to build and transform Resource Management organizations to meet the ever-changing landscape of today’s Services businesses. David has a Bachelor’s in Electrical Engineering, a Master’s in Business Administration, and holds both PMP® and RMCP® certifications.
Beth Hunter is a passionate and driven Experience Management leader who puts people first to deliver “right person, right project, right time” outcomes. With deep expertise in Resource and Experience Management, Beth is known for building trust-based resourcing practices that balance client success, business needs, and human sustainability. She brings a people-centered lens to metrics, decision-making, and organizational design - challenging leaders to think beyond numbers while still driving excellence.
Nora Fleischhut is an experienced transformation consultant, passionate speaker, and future of work enthusiast. After working in consulting at one of the Big Four for seven years, she’s now partnering with Runn on a mission to unleash the potential of organizations and people by creating more adaptable, human, and joyful ways of working and enabling a change of perspective. With her optimistic, collaborative, and innovative mindset, she creatively draws on methods and expertise from the fields of neurobiology, behavioral sciences, agile ways of working, and psychology. How her friends would describe her to a stranger: Unfalteringly positive.
Online
April 9th
11:00 AM EST / 5:00 PM CET