Innovation Exchange: Building a Foundation for Transformative Self-Service

Self-service has proven its worth in driving case deflection, lowering overall support costs and personalizing the customer experience. But did you know that strong self-service programs are strongly correlated to business and support revenue growth, employee retention and overall agent morale?

To truly reap all of the potential benefits of your self-service strategy, companies must go beyond short-term benchmarking and project-by-project “baby steps.” True transformation starts with a solid foundation that can grow across organizational silos and departmental barriers to deliver relevance across your self-service sites.

Watch this webinar replay hosted by the Director’s Club and Coveo which outlines vital steps that you can undertake to transform your self-service strategy and understand the true value it is having on your business, underscored by examples from pacesetters and new research showing an opportunity for a dramatic re-think of the metrics that self-service can really impact.

Presented by:

  • Mark Floisand

    CMO

    Mark Floisand is Chief Marketing Officer at Coveo. He has over 20 years of marketing, sales and general management experience in the technology industry, spanning blue chip and start-up companies across three continents, including Apple, Adobe, BusinessObjects, SAP, Total Defense, Untangle and WeVideo. Mark was most recently with Sitecore, a Coveo technology partner, where he led product marketing.

    Mark holds a Bachelor of Commerce degree from the University of the Witwatersrand, South Africa; and an MBA from the University of Durham in the UK.