On-Demand Webinar

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

Duration: 46 min

Presented by:

Mike Raley

SVP, Growth Operations

Mike Raley is SVP of Growth Operations at Coveo. In his role, Mike leads a team responsible for managing cross-functional go-to-market programs, and works closely with the entire Marketing team to continuously improve practices and processes that drive efficient, scalable growth.

Mike has twenty years’ experience working at high-growth B2B companies, in a range of leadership, marketing and operations roles. Mike joined Coveo in 2011 and previously served as SVP, Global Marketing. Before Coveo, Mike was a Marketing Director at 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 for the e-discovery software & services division of FTI Consulting, and at Sapient, where he held operations, sales support and event marketing roles.

Mike lives in New York City and has a bachelor's degree from the University of Connecticut.

John Ragsdale

VP of Research, Technology and Social

TSIA

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