Digital assistants are just one example of how the Internet of Things (IoT) has penetrated our daily lives, both personally and at work, and that connectedness is expanding. The IoT…
Health insurance executives understand the importance of relationships. In an industry where the primary commodities are trust, security, and protection, an insurance provider’s ability to acquire and retain customers often…
Newly released on Impact+, “Measuring and Optimizing for Service Success” explores how to measure service quality and use analytics to transform the experiences you’re providing. This latest episode features Bonnie…
Targeted, precise messaging for every single website visitor – is it really possible? Despite the promise that personalization brings, marketers are still having trouble cracking its code and the lack…
It’s a dog eat dog world in the digital world today. With new businesses rising and falling constantly, it’s hard to stand out. If you want your business to make…
I recently read a great thread by Steven Sinofsky on Twitter and it got me thinking about our work here at Coveo. As Steven explains, product development is a constant…
The customer journey has evolved. It’s all about micro-moment marketing now. Our Chief Marketing Officer, Mark Floisand, and Verndale Strategy Director, Kirsten Leshko, recently hosted a webinar for marketing leaders…
Improving internal site search is now crucial to customer experience. Unfortunately, outdated beliefs about making serious investments in intelligent site search on the external website are holding businesses back from…
There has been a trending preference for self-service when it comes to service and support. It’s no wonder why offering great self-service has become the single biggest priority for support…
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…
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…
The distance between a customer and a resolution to a service-related issue should be minimal, according to a landmark CEB study of 125,000 consumers. The study revealed that 96% of…
