Blog Coveo Insights

Coveo Innovations: Mobile Focus

Posted by Richard Tessier on February 26, 2014

This post begins a series of short blogs on Coveo technology innovations in 2013 and a few sneak peaks at what’s planned for 2014, with a focus on the four hallmarks of Coveo’s Search & Relevance Technology: Connectivity, Unified Indexing, the Relevance Engine and User Engagement. Our first post focuses on User Engagement, via mobile devices.

Because people want and need to access information and knowledge wherever, whenever, Coveo in 2013 developed a new JavaScript search interface with the Responsive Web Design (RWD) approach. This allows our customers and partners to easily implement interfaces that adapt based on the user device (desktop, smartphone, tablet, etc.) and that reorganize UI elements to make the most of available screen real estate.

On a plane, just landing—delayed as usual– to meet a big client? No problem preparing for your meeting, just pull out your mobile device and gain a 360 view of the customer you’re about to meet, including up-to-the-minute communication with anyone at your company. Read more and comment »

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In 2014, Knowledge Management is an oxymoron!

Posted by Louis Têtu on February 18, 2014

Knowledge can’t be managed. Knowledge is everywhere, buried in the confines of the organization, within stovepipes of systems and silos, but also woven in the minds of people. In fact, it is people not systems who possess knowledge and decide on its relevance according to the context of what they are working on.

But Knowledge is also paradoxically one of the most important assets of any organization, and an asset that will yield returns only when re-used, when the sum of each employee and customer can tap into what people know and the information that the company knows, every time.

The idea that knowledge can be managed as a predictable and transferable commodity has narrowed the scope of thinking around how to best re-use knowledge across organizations. Hence the concept of Knowledge has been confused and reduced to information and documents. In fact, anecdotally still states “Content, document and Knowledge Management” as part of its own logo, another simple sign of how the business world understands the topic. Read more and comment »

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The Next Generation of Search & Relevance Developers Shine at Coveo Blitz 2014

Posted by Marc Sanfaçon on February 10, 2014

When you’re a fast-growing search & relevance provider, your business has to be fueled by a passion and energy that exudes from the entire company. Translated to the development team, that passion can manifest itself into industry-changing innovation and technology.

One of the most exciting ways to attract energy and interest is to reach out to the local community through a developer competition. Ours is called Coveo Blitz. Now in its fourth year, the competition gets bigger and bigger, as 64 young developers traveled to our offices to compete in a channel of skill, speed and creativity. After this year’s competition, I am very excited about our future developers!

Sixteen teams – from universities across Quebec – spent an entire day at our offices, working collaboratively to develop a fast, accurate and intuitive search engine that indexed a music database. Queries were designed to find songs, artists, genres and albums, all with a user interface that was aesthetically pleasing and intuitive to use. The competition was broken out into four checkpoints, where teams had their engine evaluated by an automated corrector created by Coveo’s experienced developers. We had three big-screen monitors on display, tracking each team’s progress, achievements and showing the leaders in real time. It made for a highly competitive and exciting day of development! Read more and comment »

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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.

  • Multi-channel: Let’s take a look at the multi-channel experience. Traditional and social channels are now considered one channel in terms of the collection and delivery of content. There’s no longer a debate about which one is better than the other; it’s about how to utilize all channels to ensure the customer is getting what they need.  And what customers need is contextually relevant content delivered to them when and where they need it, regardless of the source.
  • Mobility: Mobility will play a big role in 2014 and beyond, as customers are no longer tied to a single platform.  Everything from BYOD to major advancements in cloud solutions has given them a level of flexibility well beyond the traditional platforms.  While physical mobility is a major leap forward, the bigger aspect that mobility brings into 2014 is information on demand. Consumers want their answers now!  They expect instant interactions, whether it is a relevant offer or an answer to a customer service query.
  • Big Data: Big Data is now recognized as just…well, data. We can now more easily handle larger volumes of data, and it can be collected faster. But data is still data.  In 2014, leveraging all of Big Data’s physical advancements will allow organizations to complete quicker trend analysis, see a broader range of content, and most importantly, make all of this content relevant to what the customer is asking.  End users don’t care how technology makes this process easier, they just care that relevant information was delivered when needed.
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Reflections from Dreamforce: Collective Knowledge, Customer Engagement and the Inverted Economy

Posted by Diane Berry on November 21, 2013

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.

The scale that customer advocacy – both good and bad – can achieve in today’s day and age is simply astounding. The once impossible becomes probable when customers collaborate at the speed of now. Read more and comment »

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