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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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How Enterprise Search & Relevance Developers are Made: Get Ready for Coveo Blitz!

Posted by Marc Sanfaçon on January 6, 2014

La traduction française est au bas de l’article.

We’re firm believers that search powers a new generation of knowledge management success. But at the end of the day, what powers our Search & Relevance Technology is our development team, who works the magic of the connectivity and functionality behind our award-winning solutions. It’s a challenging job, and it demands many of the best and brightest within the development community.

Finding and growing developer talent is a process that we take very seriously – but we like to have a bit of fun as well. This is why this week, many talented young technologists will descend upon our Quebec offices for Coveo Blitz, a one-day hacking contest where teams of aspiring computing minds will compete to see who can solve an enterprise search challenge in a creative and effective manner. Past challenges have included tasks like designing a crawler that can index music albums, artists and songs. After eight hours of collaboration and competition, a panel of Coveo experts will evaluate the projects and select a winner. Read more and comment »

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Gilbane Conference 2013: Imperatives for enterprise search success

Posted by Diane Berry on December 3, 2013

The Gilbane Conference kicks off this Tuesday in Boston. In addition to attending the event (Coveo is a sponsor), I’ll also be speaking on a panel about “Strategic Imperatives for Enterprise Search to Succeed.” This topic ties closely to how Coveo works with its customers to ensure the success of their knowledge management initiatives.

In the session, I’ll be joined by fellow panelists Urban Hedström, founder of Findwise, John Felahi, Chief Strategy Officer of Content Analyst Company, LLC, as well as Lynda Moulton, principal at LWM Technology Services, who will be moderating the panel. We’ve worked with Lynda for many years.  Together we will examine the findings of a recent Findwise survey, which uncovered a disconnect between the expectation and execution of enterprise search.

To reach the expectation of your own organization — employees and customers — enterprise search must be leveraged strategically so that the right — meaning relevant — content finds the right person at the right time. Otherwise, the result is irrelevant, and users lose trust.  Our session will ultimately look at the challenges organizations have with their enterprise search strategies, why they have them, and what they can do to ensure that relevant content is found when needed.  I plan to discuss the next evolution of search technologies, where we present that relevant content into the context of the user—whether that user is an employee, a customer, or just a website visitor. Read more and comment »

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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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Live from Dreamforce: What Defines a Community?

Posted by Diane Berry on November 19, 2013

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?

The reason is because we believe that communities are built through meaningful connections. Since our alliance director is an avid cyclist and Bay Area resident, what better way to bring people together through their interests in cycling, the city and their work? Read more and comment »