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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.

Presented By:

Patrick Quinlan

Manager, Knowledge Services Technical Support, Citrix

Publish Date: October 24, 2017

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