The Ultimate Guide to Intelligent Customer Self Service
How would you rate your current customer self service? Humans are incredibly adaptable, and as each new generation has grown up into the tech landscape of their time, we have…
Digital Customer Experience
Product Embeddings & Recommendations: The Ultimate Ecommerce Power Couple
As discussed in our last article, product embeddings are an innovative approach to information retrieval and recommender systems that are uniquely tailored to ecommerce. But why should you care? Product…
Case Deflection Meaning: Explicit vs Implicit (+ Examples)
Most customers today want a DIY method to solve their problems. According to our own research, 50% of Gen Z respondents say they’ll leave a company if they can’t find…
How Salesforce Support Created Their Best Digital Customer Experience Yet
When you have a problem with a product or service, where do you turn for the best digital customer experience? If it’s a simple “how do I?” question, you might…
What Is Metadata and Why Does My Search Engine Need It?
Trouble understanding metadata? In this article, we’ll dig into the questions, what is metadata and how to use metadata, as well as provide advice on managing it. Going solely on…
7 Knowledge Sharing Strategies to Wow Your Customers
Are your knowledge sharing strategies lacking? Something curious is happening with respect to knowledge management. One look around would suggest that, before the pandemic and so-called Great Resignation, knowledge management…
No Matter the Software Category — Relevance Is Required
Enterprise software categories around search, engagement, personalization, and now experiences have scaled tremendously. In part, because the world continues its pandemic-accelerated race towards extreme digital. (Experiences are more important than…
How Relevant Is Your Business? Find Out With the Coveo Relevance Maturity Model™
The consumer landscape is changing. Whether on the road and in need of directions or at your desk trying to find information from last week’s meeting, you expect the services…
15 Strategies to Improve Your Site Search and Increase Your Conversion Rate
When it comes to improving ecommerce site search, marketers and website managers are often their own worst enemy. For a large website with thousands of visitors, even the most miniscule…
Connecting Disparate Data for KCS at Fuze
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…
Greater Than the Sum: Snowflake, Tableau, and Coveo Transform Data Into Insights at Ellucian
We don’t usually invoke action movie franchises to describe our customers’ successes, but there’s no getting away from it: What Ellucian did, under the guidance of Global Support Manager Katherine…
How an Intelligent Workplace Improves the Employee Experience
The digital workplace in this “Roaring 20s” decade is anything but tame and complacent. The modern workplace flies at the speed of thought, bombarded with all types of information overload.…
Our 2020 Predictions for Customer Service
2020 will be a big year for customer service and support transformation. Things that have been around for a while tend to get stuck with labels and imagery that are…
Dreamforce 2019 in Review: a Coveo sessions recap
Can you believe it has already been five days since Dreamforce ended? We can’t because our experience is still ongoing. When Dreamforce finished, the event itself came to a close,…
Dreamforce 2019: Coveo is Back and Better than Ever
What has 170k+ attendees, 2,700 sessions, 50 keynotes and a bunch of camping gear? Not the world’s largest camping event – it’s Dreamforce, held next week from November 19-22 in…