The cloud spins faster than the earth…and we all learn in the moment of need
Remember when you were a kid, lying on your back in the grass, staring up at the sky and seeing the clouds move? It always made me dizzy! In reality,…
Knowledge Management
From Product to Outcome: The Digital Transformation of Customer Support
The digital transformation is having a profound impact on how businesses engage with customers. Driven by the combination of more competent, digitally literate customers and the digitalized workplace, leading organizations…
Breaking the Rip & Replace Cycle in Knowledge Management: Unified Search and Analytics to the Rescue
Two thirds of TSIA members recently reported using two or more knowledge management systems in the past several years. And, according to the TSIA’s 2015 Global Technology Survey, 77% of…
Learning faster with Search: Notes from the #APQCKMCONF trenches
“Companies need to learn faster,” said APQC leader Carla O’Dell in her keynote address at the organization’s 20th Annual KM Conference, and #apqckmconf lit up on Twitter. She also said…
Three Ways Search Drives Better Support Outcomes
Next week, 1,000 technology industry service & support leaders will gather at the TSW Best Practices conference in Silicon Valley to share ideas and explore the key role that service…
How “Upskilling” Employees and Customers via Search Drives the Bottom Line
Attendees at this year’s APQC Knowledge Management Conference in Houston are looking to understand how becoming a knowledge-driven organization can transform their business and drive the bottom line.
What 3i Investment Professionals Say About Having 90% Faster Access to Deal-Related Knowledge
“It has revolutionized my life,” said one 3i investment manager. “We’ve been waiting for this for five years,“ said another. A senior manager called it “phenomenal.” “Coveo has become an…
Customer Service Trends Part 3: Embrace the Ecosystem of Record
One of the biggest barriers to support agent proficiency is poor access to case-resolving knowledge. Information is everywhere, often in fragments across an ecosystem of enterprise applications, databases, and knowledge…
Trend Watch: Alleviating the Skills Shortage through Search
This is the second in a five-part series examining trends that will increase worker and customer proficiency in 2015 via advanced, enterprise search-powered apps. Trend 2: Search-powered apps help people…
For Enterprise Search Success, Security Is Required
This week Coveo issued a news release about the success of Harris Corporation’s enterprise search program. Like most companies, this was a second or even third-generation approach to enterprise search…