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…
Today, we build on our latest AI research and show how you can improve any type-ahead system with category suggestions which are AI-driven, that is, those that are able to…
It’s exhilarating when you pick a winner. When you do it with software, you have to be a bit more circumspect. But underneath the muted exterior is a certain smugness.…
Last Wednesday, Brian McGlynn (VP Commerce at Coveo) and Andy Peebler (VP B2B Commerce at Salesforce) came together for the live webinar “Are Your Digital B2B Commerce Experiences Ready for…
With online becoming the only retail channel, customer expectations for the digital experience you deliver have increased. This means the mechanisms that could traditionally be used to compensate for digital…
In just 16 days, Salesforce went from just 216 agents working from home to more than 2,800. And they’re not alone. With the new imperative to social distance, Customer Service…
