Our panelists included Coveo customers and Advisory Board members, Cheryl Duggan, Manager, Knowledge Network, BOSE; Denise Chochrek, Senior Knowledge Analyst, Frito Lay; David Held, Director, Global Standards and IT Business Processes, Yum! Brands; and Tina Yarovsky, VP, Knowledge & Learning Solutions, Trading Technologies. Analyst Lynda Moulton with Outsell’s Gilbane Group moderated our discussion. Lynda will share her thoughts and reactions to the webinar and our 11 Trends in a guest blog post here later this week.
We organized the trends into six overall areas: Unified Information Access, Business Analytics, Knowledge Management, Customer Service, Social Media, and Information Technology.
The top 11 Enterprise Search 2.0 trends for 2011, determined by our panel of some of the top practitioners in knowledge management, enterprise search, and information technology are:
- The consumerization of enterprise search has shifted the standard toward simplicity and ease-of-use. Companies will look to implement a single, unified enterprise search 2.0 platform that lets employees search across all information repositories.
- For the first time companies will make real-time business analytics available on-demand to all employees to help them make more informed decisions, faster. Presenting results in more understandable formats supports quick decision-making with the agility necessary to compete.
- 360-degree views of composite information will become commonplace and specific to many business departments. 360-degree views enable the exploration of all related information to an inquiry or topic, and provide the overall context needed for decision support.
- The focus of knowledge management will no longer revolve around a single repository; companies will use enterprise search 2.0 technology to access data where it lives.
- Knowledge management/access will lead the charge for customer service organizations looking to increase service levels without adding resources.
- “Voice of the Customer” analytics will become dynamic, with information changing in real time as customers indicate their satisfaction levels across multiple channels.
- As online communities become recognized and valuable information silos, organizations will look to Enterprise Search 2.0 to connect disparate community information.
- Along those lines, Enterprise Search 2.0 will enable companies to extract expertise from employee collaboration and communication around topics and projects.
- IT departments will focus on extending the use of existing systems through Enterprise Search 2.0 by unlocking the value of the data they house.
- CIOs will become more comfortable working with new innovations versus enterprise platform solutions in 2011, as they realize the value of Enterprise Search 2.0 technologies for the virtual integration that enables all systems to work together.
- Enterprise Search 2.0 will help IT departments increasingly adapt to change through easy deployment and reconfiguration of information delivery and decision support for end-users. This will also increase confidence in IT and the systems they support.
Do you have other trends to add? Any comments on those that our participants discussed? As always, we always want to hear from you. We’ll dive into each trend in more detail, in subsequent blog posts, and encourage you to share your feedback.
If you are interested in listening to the webinar in its entirety, please click here.
I’d like to thank all of our participants and our moderator Lynda Moulton for an exceptional discussion about how Enterprise Search 2.0 will continue to transform the way businesses operate. We’re excited about working with our customers on pushing the boundaries of what is possible with Enterprise Search 2.0.