Blog Coveo Insights


Infographic: Easy Does It for Support Leaders

Posted by Diane Berry on February 11, 2015

“To Build Loyalty, Companies Need to Stop Thinking ‘Exceed Expectations’ and Start Thinking ‘Make It Easy’”— so says the Corporate Executive Board and its book, Effortless Customer Experience.

That is never more true than in the world of customer service and support. With multiple forces at work—from the rapid acceleration of cloud to the digital workplace and digital native customers—companies struggle to deliver the types of low-effort, high-quality service experiences that customers no longer just expect but now demand. The risk? Customers leave and service costs grow ever higher. Scalability becomes a dream at best. Read more and comment »

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The “Intentional Approach” to Technology Adoption Part 6: Using Technology Adoption Theory

Posted by Trent Parkhill on May 6, 2011

Maximizing adoption requires understanding the motivations of different groups of users and tailoring your deployment messages and materials to address their perspectives. Technology adoption guru Geoffrey Moore suggests that the best way to drive broad adoption is to begin with the group at the top of this table, and as you succeed in achieving adoption within each group, use that group to help engage the next group in the table.

So, what are some of the ways we can use what we know about these groups to encourage them to adopt a new technology? And how do members of each group affect the other groups? Read more and comment »

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The “Intentional Approach” to Technology Adoption Part 5: Technology Adoption Theory

Posted by Trent Parkhill on May 2, 2011

Maximizing technology adoption requires understanding the motivations of different groups of users and tailoring your deployment messages and materials to address their perspectives. So what are these different groups of users and are they really so different?

Understanding how people choose and adopt new technology is critical.  This material is based on the Everett Rogers “diffusion of innovations theory” as adapted by Geoffrey Moore in “Crossing the Chasm.” Many people are familiar with this work as it is one of the basic models used in the marketing of software and hardware. What is different here is that I am proposing we can apply this understanding to improve the deployment of new technologies in our companies. Read more and comment »

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The “Intentional Approach” to Technology Adoption Part 4: Technology Should Address An Important Need and Be Tailored to the Business

Posted by Trent Parkhill on April 11, 2011

The third impediment to technology adoption is that adoption is hindered when the new system does not address an important need or the initial implementation is not sufficiently tailored to the business to be compelling. While these impediments apply to implementation of all new technologies, let’s use an enterprise search project to illustrate the point.

Addressing an Important Need Read more and comment »

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