John Bauer

Senior Director, Services Technology and Architecture
FireEye

John Bauer, Sr. Director of Customer Services Technology, joined FireEye in 2013 to lead the expansion of customer services tools and systems to enterprise scale. A services veteran of 20+ years, he has led the successful creation of FireEye communities for customer support, expansion of live chat as a support channel, and implementation of premium managed security services. Prior to joining FireEye, he served as the eServices adoption lead for EMC, receiving the EMC Total Customer Experience award in 2010. Mr. Bauer holds a B.S. in Electrical Engineering from the University of Missouri, Rolla.

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Main Conference Day Two: Maximizing Efficiency, Engagement, And Growth - Thursday, April 20, 2017

Monday, February 4th, 2019

3:15 PM Driving Adoption Of Online Services Tools – Real Outcomes

What does it really take to drive customer adoption for your online services tools? Learn about surprisingly simple strategies and best practices to grow customer adoption, evidenced by real world examples and enterprise services data.

John led global customer adoption campaigns for Live Chat, driving chat adoption from less than 10% to over 25% of monthly services call volume in 8 months.