Chairman and CEO,
Prior to Taleo, Louis was President of Baan SCS, the supply-chain management solutions group of Baan, a global enterprise software company with more than 5,000 employees. This followed Baan's acquisition of Berclain Group inc., which he co-founded in 1989 and where he served as president until 1996. Louis is an Engineering graduate from Laval University of Canada in 1985 and in 1997 was honored by Laval for his outstanding social contributions and business achievements. He also received the 2006 Ernst & Young Entrepreneur of The Year award in the Technology and Communication category.
Louis is also chairman of the Board of PetalMD, a developer of social platforms for the medical sector. Outside of his professional career, Louis is a private equity investor involved in technology and infrastructure projects within emerging countries, as well as a commercially licensed helicopter pilot.
Louis is also actively involved and on the Board of Educaide in Quebec, a foundation devoted to high school reinsertion for children from financially challenged families across Quebec. Louis lives in Quebec with his wife and their three children.
Author Archives: Louis Têtu
You’ve seen us write many times in this blog about the knowledge-access challenges posed by Big Data and for two good reasons: Big, unstructured data, fragmented across an ever growing number of sources, is overwhelming organizations, requiring them to find new ways to access information in order to stay competitive, better serve their customers and [...]
I was recently asked this question during an interview with Jason Redlus, managing member and founder of the Argyle Executive Forum. We had a nice discussion about customer service organizations and the way they manage their information, knowledge, and people. Our conversation around the future of customer service touched on so many different, salient points [...]
As a rule of thumb in customer service, financial models show that any ticket not resolved quickly – due to lack of insight – will see its cost roughly triple. When you factor in research time to gain insight, contact and context re-establishment time, having to bring other people into the mix to resolve a [...]
…but customer service economics suggest that it might not be the most important one. In my last blog post on this topic, I went back to some fundamentals that drive a positive customer service experience: customers and agents are seeking efficient real-time insight into the right knowledge to understand and resolve every customer issue, every [...]
Customers and Customer Service Teams Are Not Asking for Knowledge Management; They’re Asking for Knowledge Insight
…and companies focused on delivering Knowledge Insight get much greater return. I recently spoke with 1to1 Magazine editor Ginger Conlon about the importance of actionable insight within customer service departments and provided a few examples of how this helps deliver considerable ROI. Injecting actionable insight into the process of resolving customer issues is a goal [...]
Inefficiency is when something gets done with more money, time and resources than it should. Ineffectiveness is when something should be done differently to yield better results. In both cases, typically the actors don’t know better, or don’t have the requisite knowledge and information to act optimally, and the results show. For sales it means [...]
I had the pleasure of participating in a webinar last week during which my fellow participants and I discussed what we think are the top 11 trends for Enterprise Search 2.0 in 2011. Our panelists included Coveo customers and Advisory Board members, Cheryl Duggan, Manager, Knowledge Network, BOSE; Denise Chochrek, Senior Knowledge Analyst, Frito Lay; [...]