Derek Carder

Chief Operating Officer Frontpoint

Derek Carder is an executive leader with over 20 years of experience in entrepreneurial environments and organizations going through rapid growth across various industries. As the Chief Operating Officer at Frontpoint Security, he oversees sales & marketing, operations, customer success, technology, and the product teams, with a high degree of focus on enhancing the overall customer experience. Prior to Frontpoint, Derek served as the Vice President of Customer Experience and Technical Operations at Geotab, the world’s largest commercial telematics provider, and launched their digital support site and Community. Prior to these roles, Derek had a stellar track record of achievements developing a first-rate customer experience at Telus International, Netflix, and Zappos.com.

Day One

10:30 AM Transforming digital help centers to offer personalized support

Since the first live help desks launched in the mid-2000s, the help center webpage experience has remained mostly unchanged; a collection of FAQs and product documentation that requires visitors to manually click and scroll to search for product support answers.

Last year, Mavenoid removed these inconveniences with the introduction of Dynamic Help Center — a personalized experience that delivers answers based on what each visitor is looking for, whenever they visit the page. Join Frontpoint’s Chief Operating Officer, Derek Carder, to learn how Frontpoint is using Mavenoid’s AI-powered customer support tools, including Dynamic Help Center.

Attendees will learn:

How dynamic help centers can boost self-service resolution rates up to 70 percent.
How personalized product support pages help protect a brand’s reputation.
How AI can supplement a company’s information creation process.

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