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Jennifer
MacIntosh

Jennifer MacIntosh

Jennifer MacIntosh is the VP of Customer Success at Coveo. She 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. She is a certified KCS practitioner, trainer, and active industry contributor. Follow her on Twitter at @jenmacintosh.

Delivering a high-quality CX, consistently, across the entire organisation, starts with your internal culture If you’re seeking to improve your organisation’s customer experience and are tempted to put all your time and energy into driving CSAT and CES scores, you’re missing the big picture. While those are key indicators of improvement, they...Full Article »