Unveiling Blind Spots in the B2B Self-Service Experience

When:  Jun 22, 2021 from 12:00 to 14:00 (ET)
Self-service is a cornerstone of nearly every great digital customer experience.

That’s because most customers now prefer to self-serve rather than speak to a company representative. Yet, according to Gartner, only 9% of customers report being able to resolve issues completely via self-service.

We’ve partnered with Frost & Sullivan to answer the question: “What blind spots are preventing your organization from providing the knowledge experiences your customers expect?”

Zoomin and Frost & Sullivan surveyed B2B professionals in order to understand: 1) customer expectations of the self-service knowledge experience, 2) how they’re actually experiencing self-service content, and 3) how this compares to the experience CX and Support executives think they’re providing.

Join us to learn what B2B customers have to say about self-service and how they consume product content, where organizations’ biggest blind spots are when it comes to the user experience, and what’s holding them back from driving greater case resolution through self-service.

About the speakers:

Paul Brook has spent his career building and running world-class Customer Success, Services, Support and Renewal organizations at SaaS and on-premise software companies. Prior to joining HashiCorp, he was SVP and Global Head of Customer Success at LivePerson, Chief Customer Officer and Spigit, and VP of Global Applications Support at Oracle.

Alon Waks is a seasoned enterprise-software executive who has spent the last 20 years helping B2B and SaaS companies scale and expand their go-to-market strategy. He is a podcast host and fractional CMO and advisor at hypergrowth companies in the CX and martech spaces.

Irit Nudelman is Head of Consulting at Frost & Sullivan, where she leads C-level management in corporate and business strategy, growth-engine identification, and strategic thinking. She works closely with global industry and tech companies across various verticals.