Gartner Expert

Jennifer MacIntosh

Sr Director Analyst

Jennifer MacIntosh 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. Recognized as one of the Top 50 Women in SaaS, Jennifer is an advocate for the customer who is passionate about 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.

Most recently, 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 change and knowledge management, customer success, experience, self-service, AI and analytics.

Jennifer is a certified KCSv6 Practitioner and Trainer.

Previous experience

Built & scaled Customer Success practices from scratch

Customer portals/Self-service experiences all elements from strategy, design, development, technology acquisition to deployment.

Developed, trained and deployed Knowledge Management methodologies (KCS) globally

Built VOC & Customer Advocacy programs

Professional background

MindBridge Analytics

SVP, Customer Experience


VP, Customer Success & Experience

Okas Consulting

Chief Customer Officer & Principal Analyst

Areas of coverage

Service and Support Strategy and Leadership

Service and Support Customer Experience and Analytics

Service and Support Channel Strategy and Execution

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Top Issues That I Help Clients Address

1How do I create and maintain knowledge for a consistent and exceptional customer experience across self-service channels?

2How do I mature and evolve my customer success practices to scale with the business?

3How do I incorporate AI technology without compromising customer experience?

4How do I plan and prepare for the organizational change required to support digital transformation of self-service experiences?

5How do I measure business outcomes and value of self-service and digital channels?