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Gartner Expert
Jennifer MacIntosh
VP Analyst
Jennifer MacIntosh has over two decades of experience working with high-tech and financial services companies, helping them to establish, lead, and grow their Customer Experience (CX) and Success practices. Jennifer is an advocate for the customer who is passionate about knowledge management, 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 and drive revenue.
Prior to Gartner, 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 customer success and experience, change and knowledge management, self-service, AI and analytics.
Jennifer is a certified KCSv6 Practitioner and Trainer.
Previous experience
Built & scaled Customer Success practices improving revenue and customer lifetime value (CLTV)
Led customer portals/self-service experience transformations including all elements from strategy, design, development, technology acquisition to deployment.
Developed, trained and deployed Knowledge Management methodologies globally
Built VOC & Customer Advocacy programs
Professional background
Coveo, VP, Customer Success & Experience, 5 years
MindBridge Analytics, SVP, Customer Experience, 2 years
Okas Consulting, Chief Customer Officer, 3 years
Top Issues That I Help Clients Address
How do I create and maintain knowledge for a consistent and exceptional customer experience across all service channels?
How do I mature and evolve my customer success practices to scale with the business?
How do I incorporate AI technology without compromising customer experience?
How do I plan and prepare for the organizational change required to support digital transformation of self-service experiences?
How do I measure business outcomes and value of knowledge management programs?