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Gartner Expert
Jennifer MacIntosh
VP Analyst
Jennifer MacIntosh advises Chief Customer Officers and post-sales executives on transforming customer service organizations into value creation engines. Her research focuses on Value-Centered Service (VCS), Intelligent Front Door (IFD) strategies, AI-enabled service operations, and the evolution of post-sales operating models.
Jennifer works with leaders across Customer Service, Support, Success, Experience, and Professional Services to improve customer value realization, operational efficiency, retention, and growth. Her research examines how organizations can orchestrate people, processes, technology, and AI to deliver seamless customer experiences while maximizing the value created by every customer interaction.
Her guidance helps organizations design and execute integrated post-sales strategies that align customer outcomes, employee experience, and business performance. Key areas of focus include:
• Strategic planning and operating model design to align post-sales investments with business and customer value objectives.
• Culture and leadership development to foster customer-centric behaviours and accountability across the enterprise.
• Organizational change and knowledge management to enable transformation, workforce effectiveness, and scalable service delivery.
• Metrics, analytics, and performance management to measure value creation, customer outcomes, operational efficiency, and business impact.
• Knowledge Management, process, and organizational design to improve productivity, collaboration, and customer engagement.
• Technology and AI strategy to modernize service operations, accelerate value realization, and scale customer support.
Jennifer helps organizations connect strategy, people, processes, technology, and governance to build scalable post-sales ecosystems that improve productivity, accelerate customer value realization, strengthen customer loyalty, and deliver measurable business outcomes.
Previous experience
Jennifer brings more than 25 years of executive leadership experience helping SaaS, technology, and financial services organizations transform how they engage, support, and create value for customers. Her expertise spans Customer Success, Customer Experience, Customer Support, Professional Services, Knowledge Management, AI, and Digital Transformation.
Jennifer has built and scaled post-sales organizations focused on improving customer outcomes, accelerating value realization, and driving sustainable growth. Her practitioner experience informs her research on VCS, IFD, AI-enabled service operations, and modern post-sales operating models.
A Prosci-certified Change Management professional, Jennifer has led six global digital transformation programs from strategy through execution and advised organizations on large-scale business and operating model transformation. She has helped companies leverage self-service, knowledge management, automation, and AI to improve customer experience, increase operational efficiency, and unlock growth opportunities.
Before joining Gartner, Jennifer served as Senior Vice President of Customer Experience at MindBridge, where she transformed and scaled the end-to-end post-sales customer journey. She also held executive leadership roles across Customer Success, Customer Experience, Support, and Services at Coveo, OKAS Consulting, Yahoo!, Quest Software, and Cognos (IBM).
Jennifer is a certified KCS v6 Practitioner and Trainer. Her experience includes:
• Building and scaling Customer Success organizations that increase retention, expansion, and customer lifetime value.
• Leading customer portal, self-service, and digital experience transformations.
• Developing and institutionalizing global knowledge management practices.
• Applying analytics, automation, and AI to improve service delivery, customer engagement, and customer value realization.
• Leading organizational change initiatives that accelerate adoption and business outcomes.
Professional background
MindBridge Analytics, SVP, Customer Experience, 2 years
Coveo, VP, Customer Success & Experience, 5 years
Okas Consulting, Chief Customer Officer, 3 years
Areas of coverage
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Service and Support Strategy and Leadership
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Customer-Led Growth
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Service and Support Customer Experience
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Service and Support Channel Operations
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Service and Support Technology
Top Issues That I Help Clients Address
How do I transform customer service and support from a reactive cost center into a strategic growth engine?
How do I move beyond fragmented channels to build an Intelligent Front Door (IFD) for customer engagement?
How do I restructure our workforce and agent roles to thrive alongside AI?
How do I plan and prepare for the organizational change required to support digital transformation?
How do I build an AI-ready Knowledge Management (KM) strategy and long lasting program?