Building an Intelligent Self-Service Journey Map

The customer community. Product information pages. Your website. The support site. How many different places do your customers visit when they are self-serving?

Your customers are using multiple channels to find the information they need as part of one continuous self-service journey—and it’s time to approach your self-service strategy the same way. With so many touchpoints in different channels in the customer service journey, support leaders are faced with a unique challenge to unify the interactions and data in their self-service strategy to meet the demand for relevant and effortless experiences.

An intelligent self-service strategy outlines every touchpoint of the support journey and the experience it should deliver, based on the customer’s context and intent. In this session you’ll learn how to build a self-service journey map that will help you outline:

- A process to create and reuse support knowledge and content in the flow of work and self-service.
- A map of your support touchpoints and how they should leverage the context, information, and behavior other touchpoints are capturing in order to deliver relevant and consistent experiences.
- Which metrics and KPIs you need to track for each channel to measure success and create a continuous cycle of improvement.
 


Meet Our Speakers


Jennifer MacIntosh
VP of Customer Experience
Coveo

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.

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.

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.


Chad McDaniel
President
Execs In The Know


Chad McDaniel is a well-known advocate for the Customer Management Executive. He works tirelessly to showcase the success of today's Customer Executive.

Execs In The Know believes that advancements in customer success are created when leaders share experiences, outlooks and insights - “Leaders Learning From Leaders.” Our mission is to provide measurable value to the corporate customer executive, by delivering customer experience improvements, in an efficient and effective manner. 

Execs In The Know connects customer professionals to valuable content, thought leadership, industry insight, peer-to-peer collaboration and networking opportunities. We support the customer professional in a live format by hosting national events (Customer Response Summit) and conducting a series of Executive Think Tanks.

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