Joyce Leung is Illumio’s Director of Support Operations. Besides keeping her nose to the grindstone in handling the day-to-day operations of the Illumio Support and Services global organization, which provides 24/7 support to Illumio customers, Joyce has been a driving force in the development of the new Illumio online community: The Segment.
I recently sat down with Joyce to talk about what (and who) influenced the creation of The Segment, what makes it different than your average online community forum, and what’s to come in the community's mission to enable clients to implement adaptive segmentation at scale.
WHAT INSPIRED ILLUMIO TO CREATE THE SEGMENT?
Our customers! Illumio has a very strong knowledge-sharing culture, and since our technical experts actively share their knowledge with each other, we want to partner with our clients to share our joint knowledge and learnings much more broadly. Plus, Illumio clients have a unique set of knowledge about deploying adaptive segmentation at scale. We wanted The Segment to give them a place to share it and receive valuable feedback.
WHAT ARE CLIENTS MOST EXCITED ABOUT ON the segment?
They are about having the opportunity to interact with their peers. New clients going through the implementation process, more experienced clients looking for best practices, and long-time Illumio users who want advanced strategies for policy and rule writing will have access to their peers and Illumio experts to answer their questions, share approaches, and discuss the latest cybersecurity challenges and threat mitigation techniques.
what FEATURES OR BENEFITS MAKE IT A UNIQUE EXPERIENCE FOR CLIENT ENGAGEMENT?
Illumio's extensive knowledge base; a catalog of tools, templates, and example scripts; ready-to-deploy segmentation templates; as well as the full documentation set – all available in one place – provides clients with an already impressive suite of online resources.
Adding access to a vibrant community of adaptive
segmentation cybersecurity experts and
practitioners provides a customer experience
few companies can rival.
What HAS BEEN THE MOST EXCITING PART OF THIS COMING FROM THE TRENCHES?
Bringing the right people together – our clients, our Professional Services and Sales Engineering teams, our Technical Support team, people across all of Illumio – to improve our ability to share valuable experiences and learnings from others who have gone through the same thing has been a real highlight of delivering this online community to our clients.
WHAT's next for you and your vision for the segment?
Launching The Segment is just the start! Now the real work begins: Building momentum with member participation and engagement, turning what we learn into improvements to our products and services, and ultimately delivering a better solution to our clients by providing exclusive access to tools that will enable them to successfully implement adaptive segmentation at scale. In the short-term, we’ll launch a recognition and rewards program and introduce additional functionality into The Segment.