Presented by Irrevo & Coveo


Melissa Burch
Knowledge Strategist, Irrevo

Melissa has been involved in knowledge management programs for over 17 years. During that time, she's had the privilege of participating in many projects across many areas including knowledge program governance and workflow models, technology and program transitions, content migration projects, and community program adoption.

Melissa's passion is the art of using knowledge to maximum benefit for customers. Her role as Knowledge Strategist with Irrevo allows her to collaborate with our clients to unlock greater value of knowledge.

Laurel Poertner
Knowledge Strategist, Irrevo

Laurel has over 10 years of executive management experience in the software industry. Her background consists of Customer Service and Support management while incorporating Knowledge Management into all of its operations. Laurel has developed service standards and frameworks for knowledge management, content management, self-service and social media management programs. She has implemented Knowledge Centered Support practices while leading global technical support teams and is certified in KCS v5 practices.

Jennifer MacIntosh
VP of Customer Success, Coveo

With over 20 years experience working with high-tech and financial services companies, Jennifer MacIntosh has deep knowledge and expertise in Analytics, Customer Experience, Support, Self-Service, and Knowledge Management. She is also a certified KCS Practitioner, Trainer and an active industry contributor.

As VP of Customer Success, Jennifer is an advocate for the customer who leads customer engagement, adoption, and value realization of the Coveo solution. Prior to joining Coveo, Jennifer was Founder and Principal of Okas Consulting and has held executive roles as a change agent who significantly improved the customer experience at Yahoo, Quest Software (Dell) and Cognos (IBM).


Many organizations are reimagining how they use their most valuable knowledge assets to build an amazing experience for both prospective and existing customers.

Successful KM transformations of this scale require the involvement of an executive sponsor. Securing this support is one of the biggest challenges you will face.

Join us as we take a deep dive into the critical steps of the KM transformation outlined in Irrevo's recent Guide Book titled, How to Build a Knowledge Management Transformation Plan that Wins Executive Support. Let's explore how to move efficiently from discovery, to strategy, and then ultimately into action on your knowledge management transformation.

Specifically, we will cover:

  • Assessing the current state
  • Establishing your strategic approach
  • Outlining your roadmap
  • Preparing a budget
  • Securing executive sponsor support
Learn more about Irrevo

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