Blog Coveo Insights

Diane Berry

SVP, Market Strategy

Diane Berry is Senior Vice President of Market Strategy at Coveo. Diane seeks out and analyzes market, industry and economic opportunities for growth; works with the analyst community as well as media; and acts as a spokesperson and industry voice to help organizations understand how to leverage advanced search-based apps to transform the nature of work.


Author Archives


Sonus Networks Scales for Growth with Enterprise Search-Based Apps

Posted by Diane Berry on February 26, 2015

sonus networks chooses coveoInnovation and scalability are both crucial when companies experience rapid growth, and Sonus Networks, a global leader in enabling and securing real-time communications, knows this firsthand. With a presence that spans nearly 100 countries, Sonus had more than 800 total customers in the fourth quarter of 2014, up almost 40% from the year before. To keep pace with this momentum, Sonus needed to find a partner that would help to transform its service & support operations to handle much higher levels of demand without increasing costs, as its business was transformed.

Bill Scudder Quote Read more and comment »


Infographic: Easy Does It for Support Leaders

Posted by Diane Berry on February 11, 2015

“To Build Loyalty, Companies Need to Stop Thinking ‘Exceed Expectations’ and Start Thinking ‘Make It Easy’”— so says the Corporate Executive Board and its book, Effortless Customer Experience.

That is never more true than in the world of customer service and support. With multiple forces at work—from the rapid acceleration of cloud to the digital workplace and digital native customers—companies struggle to deliver the types of low-effort, high-quality service experiences that customers no longer just expect but now demand. The risk? Customers leave and service costs grow ever higher. Scalability becomes a dream at best. Read more and comment »


Gilbane Conference 2013: Imperatives for enterprise search success

Posted by Diane Berry on December 3, 2013

The Gilbane Conference kicks off this Tuesday in Boston. In addition to attending the event (Coveo is a sponsor), I’ll also be speaking on a panel about “Strategic Imperatives for Enterprise Search to Succeed.” This topic ties closely to how Coveo works with its customers to ensure the success of their knowledge management initiatives.

In the session, I’ll be joined by fellow panelists Urban Hedström, founder of Findwise, John Felahi, Chief Strategy Officer of Content Analyst Company, LLC, as well as Lynda Moulton, principal at LWM Technology Services, who will be moderating the panel. We’ve worked with Lynda for many years. Together we will examine the findings of a recent Findwise survey, which uncovered a disconnect between the expectation and execution of enterprise search. Read more and comment »


Reflections from Dreamforce: Collective Knowledge, Customer Engagement and the Inverted Economy

Posted by Diane Berry on November 21, 2013

Peter Schwartz, the celebrated futurist from Salesforce, spoke Monday at Dreamforce about the relevance of companies that embrace the power of the new “inverted economy.”

Peter pointed out that individuals, not corporations, leveraged by knowledge networks of other customers, employees and partners are the new “market makers.” This is where the pyramid of power inverts. Read more and comment »


Live from Dreamforce: What Defines a Community?

Posted by Diane Berry on November 19, 2013

People attend shows like Dreamforce to make connections. There are literally hundreds, if not thousands, of opportunities to connect with communities of people that can influence your work for the better.

At a show with more than 100,000 people – plus contests, promotions, keynotes and a Green Day concert – why are Coveo employees leaving the action to ride bikes around San Francisco each morning this week with new connections? Read more and comment »