Transform your Service Organization from Reactive to Predictive

Duration: 61 min

Watch this info-packed session to get the tools you need to make the most of KCS, infuse relevance into every step your customer’s self-service journey, and drive significant change within your organization. Join us and learn how to:

  • Get internal buy-in and create a knowledge sharing culture
  • Understand trends and measure self-service success
  • Conduct performance assessments

Presented by:

  • Susan Verona

    KCS Program Manager, Extreme Networks

  • Greg Oxton

    Executive Director, Consortium for Service Innovation

  • 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.

  • Laurel Poertner

    Head of Training Services at Coveo