Laura McCarty

VP Global Customer Success Pure Storage

Laura is a dynamic leader with deep expertise in customer success, professional and technical services. At Pure Storage, she leads the global customer success team, driving business growth and helping customers maximize the value of their investments. Prior to joining Pure, Laura held leadership roles at Cisco, where she pioneered the Cisco Solution Support initiative, which became a billion-dollar business and industry benchmark. Outside of her professional work, Laura mentors women in tech, serves as an executive sponsor for Women at Pure, and co-founded The Knapp Family Scholarship to support students at UC San Diego. Laura holds a BA in Communications from UC San Diego.

Thu, April 24: Day 3 - AI Advisory Lab Day - Personalization and Contextualization, and Self-Service Models to Meet Customers’ Rapidly Evolving Needs

12:00 PM KEYNOTE: What Customers Really Want: The Rise of Customer Portals for Self-Diagnosis and Self-Service

Customers expect convenient and efficient self-service options. Customer portals have emerged as a powerful tool for empowering customers to diagnose and resolve issues independently, reducing service call volumes and improving overall customer satisfaction.

In this session, Laura will explore the benefits, best practices, and challenges of implementing customer portals for self-diagnosis and self-service, discussing:

The Value of Self-Service: Understanding the benefits of empowering customers to self-diagnose and resolve issues, including reduced service call volumes, improved customer satisfaction, and increased efficiency.
Designing Effective Portals: Creating user-friendly portals with intuitive interfaces, comprehensive knowledge bases, and easy-to-follow troubleshooting guides.
Designing for New Generations: Explore how evolving workforce expectations are shaping the need for intuitive, self-service portal experiences focused on simplicity, speed, and accessibility.
Measuring Success: Tracking key performance indicators (KPIs) to assess the effectiveness of your customer portal and identify areas for improvement.
Addressing Challenges: Overcoming common challenges such as portal adoption, technical issues, and ensuring a positive customer experience.

Check out the incredible speaker line-up to see who will be joining Laura.

Download The Latest Agenda