
Diane Berry
SVP of Marketing and Communication,
Coveo
Author Archives:
The Future of Knowledge Management & Access
Last week, I had the pleasure of giving a TED-style talk on the future of knowledge management at the Technology Services World (TSW) 2013 Best Practices conference in Santa Clara. The event provided an enlightening forum to discuss the future of customer service, including how new technologies and approaches to knowledge management can empower individuals [...]
The Gartner MQ: Sharing Our Vision for the Future of Knowledge Management
Gartner recently issued its 2013 Magic Quadrant for the enterprise search market. We’re pleased with our positioning – high on both vision and ability to execute – particularly when you see where we are compared to other enterprise search providers. Very large providers. According to Gartner, our position shows that “They understand that chasing the [...]
Improving Customer Service with Knowledge: A Solution Worth Watching
In the knowledge management for customer service industry, we have an ever-present problem – a recent Argyle study of customer care executives found that only 15 percent of organizations had access to the information they needed to solve cases faster and more efficiently. Knowledge, knowledge everywhere… and not a drop to understand. Switch gears: Paul [...]
Solving the $80,000 knowledge question at Tokyo
Tokyo Electron Limited (TEL) had a knowledge management challenge in its field service operations. It was costing the worldwide leading provider of high-tech semiconductor equipment worldwide up to $80,000 a month in lost and duplicate knowledge. Comprised of more than 500 engineers, TEL’s North American field service team services a highly diverse array of six [...]
Coveo + Salesforce = Unstoppable Search for Service & Support
And the winner is…Coveo! We’re pleased to announce that Coveo has just been named a 2013 Service Leader alongside salesforce.com in CRM Magazine‘s Service Leaders Awards. These awards acknowledge the “best of the best” in customer service and support, and are chosen by a group of approximately 20 top analysts and industry experts based on [...]
Webinar: Turning Knowledge Management and Enterprise Search Upside Down
Customers have so many choices today. It’s our jobs to make their experiences as easy, relevant and engaging as possible. By delivering exceptional customer experiences, companies can acquire new customers through referrals from highly satisfied customers, retain existing customers and improve their overall efficiency. Unfortunately, too many customer service agents, field agents and even sales [...]
Now Live on the AppExchange: Salesforce Service Cloud users can stop searching, and start finding
Knowledge Management will never be the same. We’re at the start of a sea change in how employees find the information they need to do their work. Not surprisingly, the sea change begins with a combination of solutions known for leadership and innovation: Salesforce and Coveo. Together, we are turning knowledge management—and enterprise search—upside down. [...]
Is Data Scientist a DIY Profession?
When popular technologies arrive, in-demand jobs follow – and no job is hotter in the technology world right now than the role of data scientist. So hot, in fact, that the Harvard Business Review coined it as the sexiest job of the 21st century. GigaOM reported earlier this year that it’s the future of IT. [...]
Does Your Knowledge Structure Need an Overhaul? Don’t Forget Step One
The cover story of this month’s Harvard Business Review examines the current imperfect state of knowledge exchange in the workplace. Written by several consultants at McKinsey & Company, the article states that “competitive advantage today increasingly comes from the particular, hard-to-duplicate know-how of a company’s most-skilled knowledge workers: talented (and highly paid) engineers, salespeople, scientists, [...]
Special Series: Ask the (Social) CRM Experts
Part II: CRM in 2013 We’re a few weeks into 2013, and companies are facing a powerful confluence of overwhelming and diverse customer data, tools that provide a greater degree of insight into that data, and a customer base that demands a more personalized, real-time experience. We believe that companies ended 2012 poised to use [...]