Home Authors Posts by Jennifer MacIntosh

Jennifer MacIntosh

Jennifer MacIntosh
Jennifer MacIntosh is a Sr Director Analyst with Gartner’s Customer Service & Support Practice, who provides advisory services to customer support and success executives. Jennifer 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. Prior to joining Gartner she held the role of SVP of Customer Experience for MindBridge and VP of Customer Success for Coveo.

Knowledge is Power for Customer Service and Support Leaders

Knowledge as an abstract concept is complex, exists in many formats and often resides in multiple repositories. Let’s take that knowledge and turn it from...

How Go-To-Market Teams Can Align on Customer Ownership

Who owns the customer? Seems like a basic enough question, right? Think again. In the traditional customer management model, which is mostly linear, the answer…

New Posts