Braedan Houtman hails from the Coveo sales department. After cutting his teeth on firsthand conversations with customers and their stories, he joined forces with the marketing department to share on-the-ground-intel as a copywriter. When not writing (or sometimes while he is) he’s lounging in Montreal’s parks, surfing the river, or trying to learn french. To the latter of which, ca ne vas pas bien.
Ecommerce complexity is a reality for every manufacturer. Multitudes of processes and an array of data management programs are compounded by a dizzying amount of pieces, functions, and SKUs for…
Online shopping’s big moment came in 2020. According to Digital Commerce 360, online sales increased on B2B ecommerce sites by 10 percent, jumping more than $13 billion in the United…
The goal of every organization is to help people help themselves. Service leaders want to enable self-service and increase case deflection rates as a result. However, as service leaders well…
As a cloud communications company that prides itself on connecting an enterprise’s digital workforce, Fuze was falling behind in solving these issues within its own tech stack. Support content was…
SS&C Advent provides investment management software for advisers, brokers, funds, and other financial firms. It offers an array of applications for managing everything from client relationships to trade order executions. …
Knowledge Centered Service (KCS) was a key initiative at the IT software company, ConnectWise, in 2019. They had developed a methodology for improving customer support, but a legacy tech stack…
Athenahealth knows that the latest breakthroughs in medicine come when you can tap the collective knowledge of experts. When it merged with Virence Health in 2019, athenahealth had established a…
How are leading companies transforming their support organizations in order to adapt to the changing marketplace? This was the question that Coveo Senior Marketing Manager, Bonnie Chase, aimed to answer…
Newly released on Impact+, “Measuring and Optimizing for Service Success” explores how to measure service quality and use analytics to transform the experiences you’re providing. This latest episode features Bonnie…
