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…
Enterprise Search
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…
How Contact Centres Can Accelerate Their Digital Agendas
It is starting to be widely appreciated there has been a rapid change of behaviour in the way customers now expect to receive sales and service support. Enforced isolation has…
5 Ways Effective Knowledge Management Drives Business
Our society is made up of digital literates. Digital literates, as Wikipedia explains, have both the digital skills and the ability to find, capture, and evaluate information on their own.…
5 Ways to Deliver Great Customer Self-Service
Your customers prefer to self-serve. If you’re worried about making an investment in your customer self-service strategy, don’t be. Self-service is a non-negotiable in the digital age, so there’s no…
Effective Intranet Search Will Break Down Organizational Silos
Intranets were created for many to consume content and few to create it. With the amount of content on intranets today, they have become a “content graveyard” for employees, rather…
Digital Transformation Starts with Cognitive Search
It’s more than a search box. For many companies, upgrading their search capabilities has transformed their digital workplace, and has affected key business outcomes, such as increased collaboration and upskilling…
Cognitive Search and Personalization: Coveo Recognized As A Leader
What differentiates traditional search from an intelligent, responsive search experience? That very question was core to the evaluations of vendors in The Forrester Wave™: Cognitive Search and Knowledge Discovery Solutions,…
Pragmatic and Profitable: Demystifying Machine Learning for Enterprise Insight Engines
From winning Jeopardy to performing medical screenings, the power of artificial intelligence has hypnotized the media. Daily headlines showcase the exciting applications and potential of artificial intelligence. But what does…
Q and A with MC+A: The Evolution of Relevance
Our first-ever customer event, IMPACT, is just around the corner and we sat down with one of our longest-running partners on the changes he has seen in the industry. Michael…