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



How “Upskilling” Employees and Customers via Search Drives the Bottom Line

Posted by Diane Berry on April 27, 2015

2015-KM-Conference-Teaser-BannerAttendees at this year’s APQC Knowledge Management Conference in Houston are looking to understand how becoming a knowledge-driven organization can transform their business and drive the bottom line. I’m looking forward to providing attendees with some of those answers via a breakout session that’s going to showcase two enterprises that are doing exactly that.

I’ll be hosting a panel discussion with two Coveo customers, Deltek, Inc. and Tokyo Electron America, Inc. (TEA), to share how they’ve been able to upskill people with search, and how that has impacted their respective businesses. In this blog I’ll highlight the TEA success story and following the session I’ll focus on Deltek and how they’ve helped their customers to upskill and solve their own, complex cases. Read more and comment »


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 »