Conference Presentation

Leveraging Knowledge to Improve the Customer Experience

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Citrix has been on a multi-year journey to redefine our customers' self-service experience, and the impact we've made is tremendous. In this session, we'll share how we've implemented KCS to improve content publishing, including leveraging gamification to drive participation; how we collect and analyze data to improve knowledge impact; enhancements we've made to our Knowledge Center to improve the experience; and how we use machine learning to measure deflections. We'll also share lessons we've learned along the way and what we're planning next.

TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

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