TSIA and Coveo

Measuring Case Deflection and Self-Service Success

Duration: 30 min

Presented by:

Jennifer Macintosh

VP, Customer Experience

Jennifer MacIntosh has over 20 years experience working with high-tech and financial services companies helping them to establish, lead, and grow their Customer Experience and Knowledge Management practices.

Top Women Leaders in SaaS 2018

As VP of Customer Experience, Jennifer is an advocate for the customer who leads customer engagement, adoption and value realization of the Coveo solution. She is passionate about helping companies leverage self-service and reuse knowledge to improve the customer experience while managing their organizational costs.

Prior to joining Coveo, Jennifer was Founder and Principal of Okas Consulting, a global consulting practice and former Coveo partner. Jennifer has also held executive roles as a change agent who significantly improved the customer experience at Yahoo, Quest Software (Dell) and Cognos (IBM).

Jennifer has deep knowledge and expertise in Analytics, Customer Experience, Support, Self-Service, and Knowledge Management. She is a certified KCS Practitioner, Trainer and active industry contributor.

Jennifer resides in Ottawa with her family and in her spare time enjoys painting abstract art.

Michelle Latorre-Illman

Director Research, Support Services at TSIA

During this webinar, Coveo’s KCS expert, Jennifer MacIntosh, and TSIA’s VP of Customer Success Research, Judith Platz, highlight the difference between case deflection and self-service success, and show you a more precise approach that can help you:

  • Track and measure both confirmed and assumed case deflections using signals of self-service success
  • Establish baseline measurements to benchmark your progress
  • Move the needle on case deflection by creating a virtuous cycle of improvement