Customer Experience
How to Measure and Improve Case Deflection With Your Support Request Form
Customer-centric businesses have invested substantially in self-service technologies and content to deliver great customer experiences.…
Call Deflection Is Not Enough
Customer demand for support services will continue to grow at an average rate of 17.6 percent industry-wide and even higher…
Dell: Customer Is at Center of … Everything
Dell pioneered the “configure to order” approach to PC manufacturing in the 1980s. Today the company is a large multinational…
Digital Commerce
Low Dwell Times? High Bounce? Your Ecommerce Site’s Search Might Be the Culprit
The key to boosting your SEO is having great product descriptions plus great search on…
Coveo Hosts SIGIR Ecom Data Challenge
As devoted readers know, we often remark that a huge portion of Ecommerce research is hardly relevant for practitioners outside…
What Makes a Relevant Ecommerce Experience?
One of the biggest business headlines of the past year has been the accelerated growth of ecommerce due to the…
Artificial Intelligence
Look for ‘Off-the-shelf’ AI for Greater DX
If you’re a business owner today, you’ve likely been told that you “need some AI”…
Product Updates
Product-Led Growth Highlights Importance of In-App Contextual Help
The SaaS-fueled app-ification of consumer and enterprise software is driving more companies to hone in…
Delivering Relevant Results at Scale with Machine Learning
Have you searched for something on Google Drive or SharePoint lately? Better question – have you actually found it? Sure,…
10 Must-Have Features for a Relevance Platform in 2021
“Here comes the sun, do, dun, do, do Here comes the sun, and I say It’s all right Little darling,…
AI Labs
This Year’s Research From WSDM: Lessons for eCommerce
The WSDM (pronounced “wisdom”) conference was scheduled to be in Tel Aviv this year, but…
The Sunny Side of Conversion: How Local Climate Influences Shopping Behavior
We don’t need sophisticated Machine Learning to know that many products in Ecommerce are seasonal – we buy swimsuits in…
News from the Trenches: Our opinionated digest of AI events in December
In early December, we had the chance to remotely attend two major events in the AI community: COLING and NeurIPS.…
#CoveoLife
Everything You’ve Ever Wanted to Know About Coveo Technical Support but Were Afraid to Ask
Let’s not kid ourselves here. If I were to ask you what first comes to…
The Power to Make a Difference
At Coveo we like to say that we have created an internship environment that is collaborative, welcoming, and, at the…
Coveo Is… Interview With Marc-Antoine Veilleux
The first big challenge one is confronted with when joining Coveo is coming to understand the product and what we…