Expectations vs. Reality: Unveiling New Research About The Knowledge Experience

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Presented by

Malachy Lavelle and Megan Gilhooly

About this talk

Zoomin has partnered with Frost & Sullivan, global research and consulting firm, to answer the question: “What blind spots are preventing organizations from providing the knowledge experiences that customers expect?” Their recent survey of B2B professionals reveals what customers expect from the self-service experience, how they’re actually experiencing self-service content, and how this compares to the experience that organizations think they’re providing. Join Megan Gilhooly, VP of Customer Experience at Zoomin, and Malachy Lavelle, Head of Global Documentation at Avaya, to explore the answers to questions such as: What's the first place customers look when deciding whether to purchase your product? How likely are users to switch brands based on the quality of documentation? How does the product content experience impact one’s likelihood to recommend a product? This new report sheds light on some of the biggest blind spots in the customer experience – and how they’re holding your customers back from understanding your product, using it, and successfully solving issues on their own.
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