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Gartner Expert
Jennifer MacIntosh
Sr Director Analyst
Jennifer MacIntosh has over 25 years experience working with high-tech and financial services companies helping them to establish, lead, and grow their Customer Experience (CX) and Success practices. Recognized as one of the Top 50 Women in SaaS, Jennifer is an advocate for the customer who is passionate about digital transformation, customer engagement, adoption, support, and value realization.
As a Prosci certified change manager, Jennifer has personally led 6-global digital transformation programs from end to end and consulted on many others; helping technology companies understand the value of self-service to improve their customer experience while managing their operational costs.
Most recently, Jennifer served as Senior VP of Customer Experience at MindBridge, where she transformed and scaled the entire post sales experience. Jennifer has also held executive roles and led Customer Success and Experience programs for Coveo, OKAS Consulting, Yahoo!, Quest Software, and Cognos (IBM).
Jennifer has deep knowledge and expertise in change and knowledge management, customer success, experience, self-service, AI and analytics.
Jennifer is a certified KCSv6 Practitioner and Trainer.
Previous experience
Built & scaled Customer Success practices from scratch
Customer portals/Self-service experiences all elements from strategy, design, development, technology acquisition to deployment.
Developed, trained and deployed Knowledge Management methodologies (KCS) globally
Built VOC & Customer Advocacy programs
Professional background
MindBridge Analytics
SVP, Customer Experience
Coveo
VP, Customer Success & Experience
Okas Consulting
Chief Customer Officer & Principal Analyst
Areas of coverage
Service and Support Strategy and Leadership
Service and Support Customer Experience and Analytics
Service and Support Channel Strategy and Execution
Top Issues That I Help Clients Address
1How do I create and maintain knowledge for a consistent and exceptional customer experience across self-service channels?
2How do I mature and evolve my customer success practices to scale with the business?
3How do I incorporate AI technology without compromising customer experience?
4How do I plan and prepare for the organizational change required to support digital transformation of self-service experiences?
5How do I measure business outcomes and value of self-service and digital channels?