Author Profile

Christine Egli

Christine Egli

Director Analyst

1 year at Gartner,  31 years' experience

Location:  TX USA  |  Language(s):  English

Roles and Responsibilities

Christine Egli is a Director, Analyst within Gartner global Customer Service and Support research group. Christine primarily supports customer leaders in the areas of Digital Support and Service Customer Experience, including knowledge management. Christine has experience building and leading Enterprise Digital Support teams at Global technology companies. In her 11 years at Mentor Graphics (now owned by Siemens) Christine shifted the support organization from a phone-orientation to digital, making "SupportNet the First Line of Support" To inform prioritization decisions, Christine developed personas of key customer segments to illuminate and address customer needs. The persona project was featured in the Persona Lifecycle book by John Pruitt and Tamara Adlin. During her 6-year tenure at National Instruments, Christine leveraged Knowledge-Centered Service TM methodology to improve content, established a content curation team to optimize product content portfolios and led the digital transformation of the Global Digital Support customer experience and supporting processes. Christine is a Certified Trainer of V6 Knowledge-Centered Service TM

Background

Previous Experience

Shifted complex support organization from phone-orientation to online, making SupportNet the First Line of Support. Conducted customer and industry research to fuel design of online support strategy for global organization. Created 76% online customer success rate and shifted customer preference to online support. Fostered a web-oriented support culture by championing change. Developed and leveraged personas of key customer segments to illuminate customer needs. Persona project was featured in Persona Lifecycle book by John Pruitt and Tamara Adlin. Developed support/service web site consisting of third-party applications and custom developed features including knowledgebase, search engine, online service requests and communities.

Professional Background

  • Coveo, Strategic Account Customer Success Manager, 4 years
  • Mentor Graphics (Now owned by Siemens), Global Online Support Product Manager, 11 years
  • National Instruments, Section Manager, Global Digital Support, 6 years

Education

  • Master of Science and Technology Management, Oregon Health Sciences University

Industry Awards/Accolades

  • Ten Best Web Support Sites competition in 2003, 2007, 2008 and 2009
  • -Knowledge Centered Service V6 (TM) Certified Trainer
  • -Won the Association of Support Professionals

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