Senior Vice President, Enterprise Solutions,
Mr. Shepherdson brings 30 years of experience in the technology industry to his role with Coveo. Prior to joining Coveo, he spent 18 years at Cognos, now an IBM company, where he most recently served as Vice President of Global Customer Support. While at Cognos, Mr. Shepherdson also held a variety of senior positions in the company’s Research and Development and Applications Development teams. Mr. Shepherdson has also served as an Advisory Board member in several industry associations, including the Technology Services Industry Association (TSIA) and Service Strategies Corporation, which sets the standards for the Technology Services and Support Industry.
Mr. Shepherdson holds a Masters Degree in Organizational Leadership and completed the Ivey Executive Program at the Richard Ivey School of Business at Western University. Outside of work, he is an avid golfer, enjoys watching Jr. hockey and spending time with his wife, son and daughter.
Author Archives: Ed Shepherdson
The United States has held a public debt since 1789. While your accumulation of unresolved customer cases hasn’t been around quite that long, it probably feels that way. An industry consultant even once compared the two, noting that a backlog “will never get reduced to zero, only grow and shrink over time.” In my experience [...]
We live in an era where organizations are collecting more information than ever before, making it difficult to harvest its value. To cut through the clutter and find that value, companies should consider the following questions: Does this information have a lifecycle, and if so, in relation to what? Is all the information valuable? How do [...]
We have grown up in an era where knowledge was considered power. If you had the best marks in your class at school, then you must be smart. If colleagues come to me to get answers, then I must be important – and on and on. This behavior has created “knowledge hoarders” – those who [...]
Customer demand for high-quality support continues to grow, as customers have raised the bar for every interaction with support organizations. This comes as a result of the plethora of information available to customers on the Internet, combined with an increase in competitive choices and product complexity. Given this situation, it is imperative that support organizations [...]
It’s no secret that today’s customer support operations are overwhelmed by data—social media content, survey data, rising interaction volumes, recordings, chats and more. As a result, customer support leaders are facing an inflection point: either harness the tremendous wealth of data at their disposal to deliver transformational service and emerge as new leaders, or ignore [...]
Today’s customer service professionals are equipped with an unprecedented amount of tools. Like a carpenter, each tool performs a specific function that’s essential to solving a case in an efficient and effective manner. But unlike many on the front lines of the CRM business, carpenters have holsters or tool belts that organize the tools for [...]
Today’s IT department finds itself in a precarious position: balance stakeholder demands against the need to maintain governance, compliance and control. Environments are becoming more diverse and complex while executive leadership needs CIOs and IT departments to start contributing to the bottom line through increased productivity. As a result, many CIOs are looking at the [...]
Customer Experience management is all the buzz now a days. The good news is that companies seem to be more and more genuine about paying attention to their clients’ needs. But are they taking the right approach of measuring their experiences through surveys? In the late 90’s, the internet started to change the way people [...]
I watched a news clip from the Today Show last week about Boeing delivering their new Dreamliner 787 to Japan’s ANA airlines. What a beautiful machine, developed over the course of several years (3 years late to be exact) with 100’s of millions of dollars invested. The new features of the plane are all intended [...]
Today’s consumers, whether B2B or B2C, are much more informed than ever before about the products and services they are buying. This newly found awareness based on product information, industry and peer reviews, and multiple social channels, has given consumers this sense of trust that if others “like me” purchased or bought this product, and [...]