Blog Coveo Insights

Thoughts from KMWorld – Without Relevance, Knowledge is Useless

Posted by Diane Berry on November 11, 2013

Or, why companies are evolving beyond the Google Search Appliance

Last week, I had the opportunity to speak at KMWorld 2013, one of the leading events for knowledge management professionals, and I’m happy to say that it was by far the best KMWorld event I’ve attended.  The level of discussions – the collaborative sharing of information and the sophistication with which attendees are approaching the challenge of better leveraging knowledge within their organizations—were all truly outstanding.

If there’s one main key impression I took away from this year’s show, it’s that companies have matured in how they look at knowledge management and access. They’ve implemented knowledge bases and enterprise search tools—the iconic Google Search Appliance, in many cases – in the past and they’ve found that these tools are not sufficient to leverage the collective knowledge available to most organizations.  They are still drowning in information but unable to leverage collective knowledge. Read more and comment »

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Big Data Hype Reaches Peak: What does Reality Look Like?

Posted by Diane Berry on August 29, 2013

Last week, Gartner released its annual Hype Cycle, a report that maps and projects the maturity of hundreds of enterprise technologies. At the peak of a curve that maps high expectations, interest and visibility is a familiar phrase: Big Data.


To some in the technology industry, “Big Data” is a loaded phrase. And when hype cycles appear that analyze the phrase’s visibility, it provides an opportunity to question whether a technology has any substance; whether there is any reality amidst the hype. Read more and comment »

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Big Data’s Side Effect: The Knowledge Drain

Posted by Diane Berry on August 14, 2013


Big Data has been talked about in almost every possible context. How it affects various industries, whether or not you can gain insight from it, which companies are actually leveraging it successfully, and so on.  Now that many organizations have embraced Big Data in one way or another, what challenges or side effects do they need to watch out for?

One side effect could be perceived as the Big Data “Knowledge Drain.” For example, does the abundance of data at your company make you feel like you’re in a constant state of information overload? And because there’s so much data out there, and it may seem that nothing useful can be done with it, are you less likely to share the information you have? In a social savvy world, where sharing is commonplace, it seems that fewer people are motivated to share information in the workplace. Why contribute to the information overload if the information won’t be found and used? This “Knowledge Drain” is one potential negative side effect of Big Data. Read more and comment »

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Mining for Gold: Search Technology Finds Knowledge Amid the Data Chaos

Posted by Ed Shepherdson on March 6, 2013

Customer ServiceCustomer 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 at least be on a level field of knowledge, or the customer will lose trust. This means that support executives need to be armed with not only the right data, but the right insight.

These executives know there is value in all the data and metrics they collect, but identifying this value using legacy tools has proved frustrating, if not impossible. CRM, multichannel and telephony solutions typically include strong operational reporting, which is useful to determine a top performer for a certain metric, or to measure organizational performance by key performance indicators. But what is missing is the ability to consolidate, correlate, access and analyze data across multiple data sources, identifying linkages and trends, enabling root-cause analysis, and providing insight to allow better understanding for better customer engagement.

Many point solutions have attempted to solve the challenge of information access with built-in search. However, the sophistication of search embedded in many software solutions, while rising, cannot connect the dots across the increasingly social enterprise.  Advanced unified indexing technology not only provides access to much-needed analytics, but it is leveraged by agents to significantly impact performance metrics. By having collective knowledge about the customer, as well as their products, support cases, and more, agents can more quickly solve customer challenges the first time, improving resolution time and customer satisfaction across phone, web and email channels. Read more and comment »

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The Customer Service Crossroads – Which road will you take?

Posted by Ed Shepherdson on February 6, 2013

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 the opportunity and retain the status quo at their own peril.

So which road are they taking? A recent TSIA survey of B2B support executives quantifies this. Those surveyed reported receiving 88,500 support incidents per month, each filled with critical information about products and services. The majority also said that they have adopted some form of social media, adding more critical content to the mix. Yet only a quarter of these companies said they have any capacity to mine and search across all of this data.

The challenge here is obvious – companies have no shortage of data, but they lack an ability to make sense of their unstructured data and combine it with structured data to create actionable insight. The solution, which many organizations have yet to implement, lies in advanced indexing and insight technologies. These technologies allow support leaders to leverage the collective knowledge within the information ecosystem to provide actionable customer insights. Read more and comment »

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