- Gartner client? Log in for personalized search results.
Gartner Expert
Jennifer MacIntosh
VP Analyst
Jennifer MacIntosh serves as a trusted advisor to Chief Customer Officers and senior executives across Customer Service, Support, Success, Experience, and Professional Services. She specializes in helping these leaders establish, build, scale, and optimize their organizations’ post-sales experiences—key drivers of revenue growth, customer retention, and long-term customer value.
Jennifer’s approach is comprehensive and tailored to each organization’s unique needs. She works closely with executive teams to develop and implement an integrated service delivery strategy that aligns all aspects of the customer journey after the sale.
Her guidance encompasses:
Strategic Planning: Defining clear goals and actionable roadmaps for post-sales functions.
Culture: Fostering a customer-centric mindset throughout the organization to ensure every team member is aligned around delivering exceptional experiences.
Change and Knowledge Management: Implementing best practices for managing organizational change and building robust knowledge management systems that empower both employees and customers.
Metrics and Measurement: Establishing meaningful metrics and KPIs to track progress, identify opportunities for improvement, and demonstrate the impact of post-sales initiatives.
People and Process: Optimizing team structures, roles, and workflows to support efficient and effective customer engagement.
Technology: Selecting and deploying the right technology solutions to enable seamless service delivery and support scalable growth.
By integrating these elements, Jennifer enables organizations to create cohesive, high-performing post-sales ecosystems that not only meet but exceed customer expectations—ultimately driving increased revenue, improved retention, and greater customer lifetime value.
Previous experience
Jennifer brings over 25 years of expertise working with SaaS, high-tech, and financial services organizations. She specializes in establishing, leading, and expanding Customer Experience (CX) and Success initiatives. As a passionate advocate for customers, Jennifer focuses on AI, knowledge management, digital transformation, customer engagement, adoption, support, and value realization.
Jennifer is a Prosci-certified change manager and has personally led six global digital transformation programs from start to finish, in addition to consulting on numerous others. She has helped technology companies recognize the benefits of self-service, enhancing customer experience while managing operational costs and driving revenue growth.
Before joining Gartner, Jennifer was the Senior Vice President of Customer Experience at MindBridge, where she transformed and scaled the entire post-sales journey. Her leadership experience also includes executive roles in Customer Success and Experience at Coveo, OKAS Consulting, Yahoo!, Quest Software, and Cognos (IBM).
Jennifer’s areas of expertise include Customer Success, Customer Experience, Customer Support, Change and Knowledge Management, Customer Self-Service, AI, and Analytics. She is a certified KCSv6 Practitioner and Trainer. Her accomplishments include:
Building and scaling Customer Success practices to increase revenue and customer lifetime value (CLTV)
Leading customer portal and self-service experience transformations, overseeing strategy, design, development, technology acquisition, and deployment
Developing, training, and implementing global Knowledge Management methodologies
Creating Voice of the Customer (VOC) and 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
Areas of coverage
-
Customer Service and Support Technology
-
Service and Support Strategy and Leadership
-
Service and Support Customer Experience and Analytics
-
Service and Support Assisted Service
-
Service and Support Self-Service
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?