How Does An Enterprise Search Engine Work?
In our last article we looked at what enterprise search should do for the workplace. In this piece we will take a deep dive into how it works and, most…
Customer Experience
Can AI finally deliver on the promise of effortless CX?
AI can have a major impact on customer experience. How can AI help companies deal with the issues caused by the COVID-19 crisis? This question brings together two topics that…
What Enterprise Search Should Be
When The Great Pause of 2020 occurred, it provided an overnight stress test for the world’s collective knowledge management systems. What it revealed were massive gaps in the information infrastructure…
Measuring and Improving Case Deflection
Quantifying intent and success in the world of digital support How do you measure something that didn’t happen? That’s the legitimate challenge many support leaders face when attempting to measure…
Self-Service Success & Case Deflection – What’s the Difference?
The difference between self-service success and case deflection $1,500,000 per month. This is how much Tableau Software saved after using Coveo to power their self-service portal and deflecting cases from…
The Power of a Modern and Intelligent Intranet
You can disagree with me on whether to call it an ‘intranet.’ You can disagree with me on what to put on the intranet. And you can disagree with me…