The first installment of a comprehensive, four-part guide to creating and fostering the Customer Company.
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Learn why Gartner recognized Coveo as a Visionary in the Magic Quadrant for Enterprise Search.
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Only 13% of companies say their employees have access to their collective knowledge. That small percentage of companies understands that their assembled knowledge is both a strategic differentiator and their most important asset – and they are leveraging that asset in new ways to drive value.
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Customer-centricity drives revenue. Sixty-three percent (63%) of recently surveyed executives believe that customer centricity would drive revenue, but significant barriers—information and organizational silos—stand in the way. Discover how a surprisingly intuitive and flexible technology can break down these silos in your organization so you can better engage customers and drive revenue.
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Learn the ten essential steps to tap into the power of Insight from social and enterprise unstructured data in your organization with this essential guide. Bring consolidated and correlated views of information about the customer from sales, service and engineering to each department and achieve better service customers, create better products, and sell more of them.
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Companies are struggling to deal with unprecedented levels of information fragmentation brought on by a confluence of factors: data growth and diversity, adoption of cloud technologies, the continued proliferation of point systems, and the increasing adoption of social media. As businesses rightly attempt to leverage their greatest asset—knowledge—they are finding this fragmentation creates significant barriers to knowledge sharing, collaboration, and the speed of innovation.
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by Co-Authored by TSIA VP Technology Research John Ragsdale and Coveo
Customer support leaders are facing an inflection point: either harness the tremendous wealth of data at their disposal to deliver transformational service and emerge as new leaders, or ignore it and maintain the status quo of an increasingly fragmented an incomplete view of customers, which threatens to erode trust and revenue.
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by Omega Management Group Corp. and Coveo
In the wake of global recession, with B2B customers focused more on price than loyalty, and yet with product complexity and information growing exponentially, contact centers - the front line of many businesses - are facing a harsh reality: Knowledge rules, and without a critical knowledge management and access strategy, contact center costs and agent turnover rise, customer satisfaction plummets, and customers jump ship for the competition. This white paper examines the findings of a recent survey revealing some of the most critical and costly challenges facing customer support departments, and the negative impact on customer service metrics.
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by IDC Analyst Susan Feldman
IDC Analyst Susan Feldman looks at Haley & Aldrich (H&A), a science and engineering professional services firm, and the value the firm has generated by making information accessible to its consulting and professional staff. Having saved 39,931 hours of consultant’s time over the past 12 months (which was previously spent searching for knowledge, expertise, and information across the firm) helped to restore 11% of the firm’s profits lost during a difficult economic period, as the firm estimated that 50% of the time saved had been shifted to more productive, revenue generating work.
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