About Jennifer MacIntosh
2019 is the year for Knowledge-Centered Service®. After a whirlwind few days meeting with other customer support & experience leaders at the Consortium for Service Innovation Member Summit I’m more…
The Next Generation of Customer Support Belongs to AI and In-Product Experiences
For the last 15 years, we’ve been building customer communities and portals. We have been asking customers to leave the product they are using, open up a new window and…
The Value of Coveo Impact Pre-Conference Workshops
It’s my favorite time of year – Coveo Impact! This year’s conference is just around the corner and the Coveo team has not only been putting together an exciting agenda…
Coveo Recognizes Trailblazing Customers With The Impact Awards
Each business has their own challenges to overcome in order to create a personalized experience for their customers, but the importance of success is the same across the board. At…
Case Deflection & Self-Service Success: Takeaways from Coveo Customers
A few weeks ago, we hosted the first Coveo for Salesforce Customer Exchange in San Francisco. This event was designed for customer support leaders and knowledge managers to share best…
7 Things to Consider for Effortless Self-Service
Now that the dust has settled from a very busy week at Dreamforce, I want to share some key takeaways for customer service and support leaders. During Dreamforce, I had the pleasure of…