Jennifer MacIntosh
VP, Customer Success

Each business has their own challenges to overcome in order to create a personalized experience for their customers, but the importance of success is the same across the board. At Coveo we are constantly inspired by the amazing ways our customers are using our AI-powered search technology to deliver personalized experiences for their employees, partners and customers. During Coveo’s inaugural customer led event last June, Impact ‘17, we took every opportunity to bring their success to the forefront. Over 100 customers and partners convened in San Francisco to share strategies, tactics and best practices on ways to increase relevancy and to demonstrate proven ways they’ve moved up the Coveo Relevance Maturity Model (CRMM).

To highlight customers who demonstrated advanced relevance on the CRMM scale, creating solutions that redefine relevant customer and employee experiences, Coveo launched The Coveo Impact Awards.

The Innovation Award

This award shines the spotlight on a Coveo customer who has integrated Coveo’s technology into their enterprise in an inventive way that is breaking technological ground, or has invented entirely new solution.  

Winner: Adobe

Recognized as one of the World’s Most Innovative Companies by Forbes and World’s Most Admired Companies by FORTUNE Magazine, Adobe has built a best-in-class reputation as a publishing software provider.  The inaugural recipient of the Coveo Innovation Award, Adobe took home the gold for their application of Coveo’s technology in the latest release of Photoshop CS in-product search feature. The new feature nestles search directly in Photoshop, eliminating the need for users to switch between a search engine and a portal. Users can find tools, imagery, and help articles from CC Learn which effectively increases the skills of Photoshop users, all without ever leaving the product. 

The Impact Award 

This award goes to a Coveo customer whose integration of Coveo’s technology has had a clear impact on business objectives. Results such as increase in case deflection, customer engagement, and increase in customer satisfaction are examples of what is measured.

Winner: Salesforce

Salesforce is one of the fastest-growing enterprise software companies in history, with a growing list of customers and a commitment to their customer experience. Salesforce used Coveo AI-powered search to deliver relevance at scale, injecting personalization into their customer experience. As a result they experienced results in case deflection, customer satisfaction and customer engagement. Overall, their CSAT scores are a 9.0 on a 10.0 scale for the last 33 months – truly an amazing achievement, and one that is a direct impact of their commitment to relevance. Only 1 percent of the visitors to their self-service portal create a case.

The Relevance Award

This award highlights a customer who has demonstrated or realized an advanced stage of relevance to their stakeholders – whether identifying content gaps with Coveo usage analytics or the application of KCS® or Knowledge Management best practices.

Winner: Extreme Networks

Extreme Networks, a global networking solutions provider serving customers in over 80 countries, embraced Knowledge Centered Service practices methodology and saw incredible results, including a 43 percent decrease in cases, a 53 percent decrease in time to proficiency. Extreme transformed their customer experience and saw a 5% increase in their Customer Satisfaction score.

The work of not only these customers, but Coveo’s entire community of customers and partners continues to inspire us every day to constantly evolve our technology in order to continue to serve the ever imaginative ways they put it to use. If you are pushing the boundaries in your industry with Coveo’s technology and believe you’d be an ideal candidate for The Coveo Impact Awards, let us know.

We’re already excited about Impact ‘18 and we’d love to see you there. To take advantage of early bird ticket prices click here.  

About Jennifer MacIntosh

Jennifer MacIntosh has over 20 years experience working with high-tech and financial services companies helping them to establish, lead, and grow their Customer Experience and Knowledge Management practices.

As VP of Customer Success, Jennifer is an advocate for the customer who leads customer engagement, adoption and value realization of the Coveo solution. She is passionate about helping companies leverage self-service and reuse knowledge to improve the customer experience while managing their organizational costs.

Prior to joining Coveo, Jennifer was Founder and Principal of Okas Consulting, a global consulting practice and former Coveo partner. Jennifer has also held executive roles as a change agent who significantly improved the customer experience at Yahoo, Quest Software (Dell) and Cognos (IBM).

Jennifer has deep knowledge and expertise in Analytics, Customer Experience, Support, Self-Service, and Knowledge Management. She is a certified KCS Practitioner, Trainer and active industry contributor.

Jennifer resides in Ottawa with her family and in her spare time enjoys painting abstract art.

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