When Gartner released its 2014 Magic Quadrant for Enterprise Search report last week, it was a tremendous moment for us here at Coveo. Take a look below. We are recognized as the most visionary leader in the enterprise search market today.
When thinking about the relationship between our organization’s customer service operations and the conversations taking place about our company on social media channels, it’s hard to overstate how truly connected they are. In our social-media savvy world, so many conversations about brands take place independent of the companies themselves, within channels and networks over which they have no control. Customers are more empowered than ever to use social platforms like Twitter, Facebook, and Linkedin to voice their opinions, compare products and experiences with peers, seek help, and so on. For many companies, these are exciting and nerve-wracking times.
Will companies ever really be able to control these conversations? Not so much. Should companies recognize the incredible potential value of this grass roots conversation and commit resources to ensure they are proactively engaging in these conversations? Absolutely. Read more and comment »
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 »
Peter Schwartz, the celebrated futurist from Salesforce, spoke Monday at Dreamforce about the relevance of companies that embrace the power of the new “inverted economy.”
Peter pointed out that individuals, not corporations, leveraged by knowledge networks of other customers, employees and partners are the new “market makers.” This is where the pyramid of power inverts. Read more and comment »
People attend shows like Dreamforce to make connections. There are literally hundreds, if not thousands, of opportunities to connect with communities of people that can influence your work for the better.
At a show with more than 100,000 people – plus contests, promotions, keynotes and a Green Day concert – why are Coveo employees leaving the action to ride bikes around San Francisco each morning this week with new connections? Read more and comment »