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Ed Shepherdson

SVP, Enterprise Solutions

As the Senior Vice President of Enterprise Solutions, Ed Shepherdson oversees Coveo’s Knowledge 360 Solutions, with a strong focus on the company’s Knowledge 360 Solutions for Customer Service.

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

What’s Next for Customer Experience in 2014?

Posted by Ed Shepherdson on January 16, 2014

Companies across all industries are well aware that, in today’s market, customer experience stands as their primary differentiator. Let’s face it, we are coming out of an era where bad customer service could simply be swept under the carpet – but today, when customers are making buying decisions they expect the brand to deliver value from the first interaction, to the purchase decision and beyond.

This undoubtedly means that the customer experience will continue to be front and center in 2014. What will change in 2014 is that organizations will have a much deeper understanding of what customer experience means. This deeper understanding will drive companies to have a higher level of precision and dependency on the trends generated from Big Data, multi-channel interactions and mobility. Companies that harness the knowledge assets of their organization will have the upper hand in 2014. Read more and comment »

How to Preserve the Human Element of Customer Service

Posted by Ed Shepherdson on November 7, 2013

HumanNew technology is designed to make our lives easier. But in the realm of customer service, new technology and personalized service are often at odds with one another.

How did this disconnect happen? For one, jaded by bad experiences, many consumers believe that service technology automatically implies a lesser level of humanity. This leads many brands to describe their support operations in terms of a customer’s ability to interact with “real people” when they have a question. Read more and comment »

When “Undercover Boss” Comes to Customer Service – A Knowledge Management Challenge

Posted by Ed Shepherdson on October 8, 2013

Many within customer service know the knowledge management challenges that service agents face on a daily basis. But oftentimes, these challenges don’t make their way to the executive level.

If you’ve seen the TV show “Undercover Boss,” then you’ve seen this disconnect before: executives go undercover within the operational levels of their businesses, only to find that the principals touted from the corporate HQs are far removed from ground-level operations. The bosses find themselves shocked by the lack of execution, leading to widespread organizational changes. Read more and comment »

Information Not Found, Again — Corporate 404 Infiltratesthe Workplace, Proving Knowledge Management Challenges

Posted by Ed Shepherdson on July 11, 2013

20130711-155143.jpgA recent TED talk by Renny Gleeson on “the story of a page not found” got me thinking. When we land on a website’s “404 page not found” error message, we get upset and wonder why the website administrator would allow such a thing to happen. We also tend to expect that hitting the “send feedback” button will solve the problem in an hour or so. Unfortunately, this is not the case with finding knowledge within your organization, even after traditional knowledge management initiatives have ended.

Do you find in your day-to-day job, when you need information and knowledge, you end up going from application to application and then to Google, asking the same question, only to get results not relevant to your query? Sometimes, I just go to my friend Johnny – who knows everything – most of the time; but when even he doesn’t know, he’ll suggest I try the applications and website searches I’ve already tried. And then he’ll suggest I try Bill, who then tries Jane. And so on and so on it goes. (Knowledge management programs just don’t seem to work – and I would say it’s because knowledge can’t be managed.) Read more and comment »

Is Your Content Valuable for Knowledge Management?

Posted by Ed Shepherdson on July 2, 2013

rulerOne of the most common businesses phrases these days is “Content is King.” Knowledge workers in many organizations create new content and contribute to a company’s collective knowledge every day. But is this content measured by effectiveness? Are the measurement methods effective themselves? Is that content contributing to your knowledge management?

Many organizations measure content by usage – how many times content was used, who used the content, etc. This is especially common in customer service environments that are trying to provide information to resolve customer issues very quickly. Read more and comment »