Create Relevant “Wow” Moments Throughout Your Customer’s Journey

Duration: 46 min

What good is knowledge if it’s unused? And as your business scales, manually tracking, managing and surfacing the right knowledge at the right time can become a herculean task for your employees, and lead to customer frustration from a poor experience.

Better days – and proven ways – are ahead.

Listen to this informative and prescriptive on-demand webinar that will reveal ways to elevate your knowledge management game using the Relevance Maturity Model that has proved successful for TSIA member companies.

In this on-demand webinar you’ll learn data-driven approaches to creating more relevant “wow” moments throughout the support journey, with knowledge as the cornerstone, such as:

  • Self-Service search moments
  • Recommendation moments
  • Case Deflection moments
  • In-app content moments
  • Support engineer and agent insight moments

Presented by:

  • Mike Raley
    Mike Raley

    VP, Marketing

    Mike Raley is Vice President of Marketing at Coveo. Mike has fifteen years’ experience working at high-growth B2B software & services firms, in a range of global marketing and operations roles. Mike joined Coveo in 2011 and previously served as Sr. Director of Demand Generation & Marketing Operations.

    Prior to joining Coveo, Mike served as Marketing Director with Aspect Software, a leading provider of customer contact software. At Aspect, he led a team responsible for demand generation, field and customer marketing programs and events. Mike also served as Marketing Director at FTI Technology, the e-discovery software & services division of FTI Consulting, and at Sapient, where he managed operations, marketing, sales support and customer loyalty teams and programs.

    Mike currently serves on the Partner Advisory Board of the Technology Services Industry Association. He lives in New York City and has a bachelor's degree from the University of Connecticut.

  • John Ragsdale
    John Ragsdale

    Vice President Research, Technology and Social, at TSIA