Hello? So so we're just gonna wait a few seconds before we get started. K. So as participants slowly make their way in the webinar, I'm just gonna wait a bit longer. Okay. So so welcome, everyone. Hi, and thank you for joining this business value webinar on building a business case for investing in AI for your workplace experience. My name is Livia Adzien, and I'll be your moderator today. And I'm really excited to be part of, today's session with Alex Dassa, business value senior director, and Colin Strahan, senior product marketing manager for the workplace product. They will be covering the measurable benefits of investing in intelligent digital employee experience from self-service intranets and portals to internal help desks. So I have a couple of housekeeping items to cover quickly before we get started. First, everyone is in listen only mode. But we do want to hear from you during today's presentation. We'll be answering questions at the end of the session, so please feel free to send those along using the Q and A section on your screen. And today's webinar is being recorded. You'll receive the presentation within twenty four hours of the conclusion of the event. On that note, I'll leave the floor to you, Alex and Colin. Yeah. Thank you very much, Olivia. So, yeah, my name is Colin. I do product marketing for the Coveo for Workplace solution, and I'm delighted to be joined by Alex today, who is the head of the business value group at Coveo. And that team basically supports customers in identifying, defining, and articulating the value associated with, Coveo solutions. So most people wouldn't be excited to show a slide that sits as a disclaimer, but, we recently became a public company. So this is something that we add to our presentations now. If you do wanna look at it in detail, you can, of course, look at the recording afterwards and and pause the slide. So I'm gonna start at the top here. I'm sure that many of you have, you know, at least are at least somewhat familiar with Coveo. The Coveo or Evelance Cloud is what we're talking about today, and this is a platform that provides one to one personalized experiences at scale. And we built this because personalization drives business outcomes. And that's really what we're looking at today. So, you know, if you look at the commerce example, for example, you know, if if you show the visitors to your commerce store a pair of shoes that you know they're gonna like, they're much more likely to buy than they are if you show them a random pair of shoes. And if you look at customer service, very different experience, on a service website, but the concept is the same is that by showing relevant content to, the visitor, you're able to get the business outcomes that you want, which in the service case is, of course, a customer solving their problem without having to get put through to your contact center. Today we're gonna look at workplace, and that's really about finding information. And we're gonna look at what benefits you can get as an organization by helping employees to find what they need. So everything we do at Coveo is based on meeting expectations, and people's expectations for digital experiences are rapidly exceeding what most companies are able to provide. Particularly, if you consider that, you know, the younger generation, generation z, they already make up twenty four percent of the global workforce. And this is a date digital native generation that just expects personalization. They expect good user experience and the latest and greatest technology. Of course, personalization at scale requires AI. So we're gonna show you today how AI can really transform employees, how employees access information at work. Before we go into the specific business outcomes, I just wanna look at the landscape. We are in a challenging labor market. A lot's been made to this great resignation. And, you know, am I saying that it's being driven by a bad search? Of course not. But it's it it it is important in showing that, you know, as employees get more confident to just leave, their organizations, the pressure to provide a a good employee experience, does grow. It has become more important. We can see that, this is something that reached its peak in November, and it's actually expected to continue this year. And if you look at some of the reasons why, employees are become unsatisfied, right? I mean, first of all, they really want flexible work arrangements now. Everybody does. And in order to provide that, companies have to provide good digital experiences to offer that kind of flexibility. Employees also really want to learn. They want to, become more skilled. They want to progress in their careers. This requires organizations to be more agile and responsive to change. And you know, what we've also seen throughout this accelerated digital transformation since the beginning of the pandemic is that the digital workplace has become very complex. Right? You know, there's now multiple digital platforms in use, and this has led to data being siloed up and less easy to find. And and that actually has an impact on employees' well-being. I mean, we know that employees are spend a lot of time looking for information. That's not a secret. But, you know, what what is perhaps a little bit more alarming is the fact that it does have an impact on their confidence, and it does seem to be pushing some of them to the to the exit door. Now if you this is a very simple calculation, of course. But if if you are to take that two point five hours a day and you're a large company with five thousand employees, then you can see how over the period of year, how much time is being taken away from from value adding activities. And, of course, it's also important to remember that the workplace is not just this kind of machine that you can grind efficiency out of. There are also moments in an employee's day, depending on what they do for work, there are moments where they need knowledge, urgently in order to, say, close a sale or serve a client where there might be a fractured relationship there. Or, you know, imagine, senior management in a company handling an emergency and needing fast information in order to make the right decisions. And you can see that a lot of employees are saying that they're they're struggling with this on an almost weekly basis. So what's the problem? You know, why cannot employers get this right? And like I said, you know, siloed information is becoming an increasing problem. That's really the key here. Also, employers are getting poor user experiences that don't match the experiences they're getting in their personal lives. You know? People have just come to accept that search at work is is quite bad. You know? It it doesn't lead them to the content that they actually want. There's also the the the fact that a lot of employees have to sift through a lot of irrelevant information to find what they actually need because of the impersonal experience that they're getting on different platforms. And also, you know, companies have limited visibility into where the shortcomings are in their knowledge experiences. So, sometimes employees can be looking for things and not find certain files and documents and multiple employees can be looking for these things every day and it takes months for those gaps to actually be filled because the people who are curating these knowledge bases are none the wiser. And then of course, growth is also a big factor too. I mean, some of our clients are adding up to, you know, hundreds of thousands of documents every year. So you can imagine the chaos that that brings in and and how much diffic more difficult it makes it to actually keep knowledge experiences relevant to employees. So, we're gonna explain how Covero solves some of these problems. But just first of all, I mean, we've been doing this for fifteen years, and it's not technology that can be built overnight. Right? We have hundreds of people working in research and development to build machine learning models, and that's helped us to become recognized by industry analysts like Gartner and Forrester. And we can see from this, diagram how Coveo is deployed in the workplace. And like I said, today's workplace has become, a matrix of different touch points, and and they're often not well connected, particularly at larger enterprises. So the Internet the knowledge hubs you can see here, this is where, this this these traditionally were the digital representation of the company, and and intranets, of course, are still extremely important. This is where a lot of our clients come in, for for Coveo powered intranets that improve knowledge discovery. But then, you know, you once you've managed to establish a high degree of relevance on a on an intranet, you then start thinking, well, our employees are working in we've got salespeople working in service in Salesforce. We've got, you know, service people working in ServiceNow. How do we get faster access to knowledge to people inside those tools that they're actually using? And another dimension that's been added is really, conversational tools. So I mean, in today's workplace, we have asynchronous communication platforms like Slack, which have become another knowledge silo in their own right. Right? Because employees are spending so much time collaborating in Slack and they're coming up with all these solutions to problems that aren't then being exposed within other search interfaces, and they're kind of being locked up inside Slack. And then we talk about the flow of work, and that really is to say that a a lot of employees are working in web based applications for much of the day. Things like SharePoint, Google Drive, Jira, Miro, Asana, all these different platforms who also need knowledge in the moment. So one of the things we're doing at Coveo is we're we're able to bring knowledge directly into the flow of work to minimize the context switching that's become just a part of daily routine for for today's workers. I just take a look into a little bit more detail at how, these deployments look. I mean, this is your company intranet. Right? Except with Caveo, you're able to personalize the content that's shown to employees to ensure that it's always relevant to each person. And when we're looking at what makes up a successful intranet, we're really looking at, you know, is it well adopted? Are employees finding what they need on there? And then, of course, are they satisfied with the experience? Another important use case for Kyveo is self-service portals. And here we're really looking at how we can help employees solve problems themselves before they have to burden your IT or HR department by opening support cases. And then, like I said, the kind of flow of work, use case, which is really about, where employees are actually doing their day jobs. And that might be Salesforce, ServiceNow. It might be working in web based applications like Google Drive or Jira. You know, supplying knowledge at these touch points helps them to be proficient by minimizing the app switching that they're having to do. So that really gives you an overview of how Coveo works in practice at these different touch points. And I'm just gonna hand over to Alex just to explain a little bit more detail how this actually drives business outcomes. Okay. Thanks, Colin. So as Colin just described, the Coveo powered workplace enables a whole host of business improvements. It also allows you to activate a virtuous cycle that continuously improves the workplace experience. We think of it as a three step process. So first, machine learning boosts the ranking and relevance of recommendations. Automatic relevancy tuning takes context into consideration. It amplifies similar historical searches to provide employees with the right answer to their questions. This creates a more personalized experience on the search page and more relevant query suggestions. So as the actual search experience matches what is everyone's expected search experience today, which is essentially seamless, quick, relevant results in Google search, your employees' trust of their digital workplace increases. As they begin to see that they can actually get their questions answered faster and more effectively. And as their trust increases, so does their usage and adoption of their workplace portal. With increased adoption, not only are employees being more efficient and effective in their work, but also now your knowledge management team has access to a whole host of new insights. Insights into how the knowledge in your workplace is being used. And with those insights, you can better tailor content to your employees' needs and better address content gaps, since they're more visible to your knowledge management team, they can now act on them. So as more relevant knowledge is pumped into your workplace, the Coveo solution makes sure that the most relevant information is brought to the forefront and then the cycle continues. The byproduct is essentially an enhanced workplace experience for your company. Now this is all well and good, but how do you build the business case to articulate the value that this virtuous cycle brings to your organization? Well, the first step is understanding the possible value drivers and business outcomes associated with the Coveo powered workplace. Based on our customer deployments, we've seen how the Coveo influenced improvement in your workplace experience drives improvements at the end of the line here in operational performance via number of value drivers and primary business outcomes. Colin is soon gonna share some examples of the business outcomes and and value that's driven by recent Cobayo workplace deployments. Those are the ones that were highlighted in in turquoise. But before then, I'd like to go over there you go. Thanks. I'd like to go over what those value drivers, and outcomes are that we've listed here. So if we look to the first row on the value driver side, starting with self-service success, essentially, as employees can find information themselves more easily and successfully, we see indicators of self-service success improve. Search click through rates increase. The time spent searching for information diminishes. This contributes greatly to driving employee efficiency. So employees' time is being freed up to focus on more value add activities. And depending on the organization your workplace is serving, this can mean employees are spending more time in driving sales, on developing new products, on essentially creating value, whatever your business models and value chains are. Similarly, we also see internal support request case volume decreasing. So as employees self serve and as their initial case request that they're completed are deflected by the relevant knowledge article appearing before they click on submit, then you see support request case volumes going down. When it comes to new employees, as less involvement is required to train them on where to find the information they need to do their jobs, we see ramp up accelerate. And so when we look at those four interrelated value drivers that I just highlighted, self-service success, case deflection, employee efficiency, and accelerated ramp up. These lead to business outcomes associated with streamlined support costs. Right? As your support case load decreases, so do your support costs. Increased revenue for sales organizations. So if there's less time spent searching, that means more time spent selling. And better information means you can sell strategically and improve your revenue outlook outcome. And, also, reduced costs associated with an accelerated onboarding and ramp up period mean that there's less costs associated with long onboarding training times and there's less productivity losses. Now if we turn to the bottom half of our value driver map here, our customers see a greater return on knowledge management. So Colin and I both mentioned this up until now, but due to the enhanced visibility to how knowledge is used in the workplace, knowledge management teams can leverage the analytics and contact gap identification that the, Coveo Digital Workplace offers to optimize the content to the needs of their employees. This means that not only is existing content being promoted to employees based on their needs, but content can be better adjusted and added based on what those needs are because they're better understood. And as employees have access to more adapted information, they become more effective in their jobs. And as they do, their satisfaction and engagement at work increases. Now that's a desired outcome in and of itself, and we've seen our customers put that front and center in their business cases. But considering the challenges that many organizations are facing today with the unprecedented and undesirably high attrition rates that we're seeing, boosting employee satisfaction and engagement is valued also for its impact on attrition and all the associated costs, recruitment and onboarding costs for new employees, and the costs associated with that sudden loss of tacit knowledge that often is irreplaceable due to timing. So on that topic of employee satisfaction, I'm gonna hand it back to Colin, who's gonna share a recent example of how we've helped our customers move the needle, on employee satisfaction as well as a couple of other value drivers in business outcomes. Yeah. Thank you very much, Alex. So, the first one I'm gonna share is, Dell, obviously, a big household name. Dell had just gone through a pretty high profile merger with, EMC in twenty sixteen, and their employees were having to navigate quite a complex matrix of systems. As you can imagine, there was a lot of data to consolidate there. What they were able to do with Coveo was unify these portals or the disparate portals that they were using, HR IT and learning into their intranet inside Dell. And they were finding it by by really producing, like, a a good personalized user centered experience on there, employees were grew in trust. Their their trust for Inside Dell, increased, and they found themselves going to Inside Dell for everything, where previously, you know, they were relying on on bookmarks that they had for all these multiple different source of knowledge that we're having to search through. And you can see how, their the satisfaction score for their Internet grew by almost three times. I think when, they originally did that poll, it was the lowest scoring, platform in their enterprise. And, it actually moved to the highest performing, after their Coveo implementation started to deliver, real relevance and value. A very different example would be be this one. Now Alex also mentioned time to proficiency. And here, this is a case from a forty Fortune fifty health care company that was, dealing in medical devices and diagnostics that a very complex service organization, basically, with very complex products. And, what they were finding is they were, there was a significant time investment involved in onboarding and training agents, because of the complexity of their products. And it was resulting in quite high turnover because you can imagine that, you know, agents it took a long time for agents to understand the product. And when they could not find information, they didn't feel like they were getting proficient quickly, they would churn. So what the what this company was able to do was decrease the total training time from two years down to two months, really by unifying access to information, and just delivering stronger knowledge management with Coveo and and faster access to knowledge, with Coveo. And then, Alex also mentioned content gap. And that's really about making sure that when employees search for things, they find them right. So this is another, health care case. This is University of Wisconsin, and it serves more than six hundred thousand patients each year, which you can imagine requires a great deal of efficiency, especially when you consider the demanding workload that's already on, you know, nurses working in the field. So what they were able to do, they were using Coveo to provide knowledge to nurses and physicians who are actually providing care to patients in real time. And what they were finding before Coveo is that more than half of their IT support tickets were coming from doctors and nurses, saying that they couldn't find things and basically needing information to be supplied to them, directly. With Cover, they were able to massively cut that content gap. And you can see from this quote here as well, basically, what he's saying is that, you know, they they're they're using quite they have very as as the the organization being as it is, it has quite specialized terminology, and that can sometimes be the Achilles' heel of search technology. But Caveira was able to to handle that taxonomy very well and basically provide an an excellent, search experience despite the fact that it was using very specialized, terms. A few more examples here, that we have. You can see, case deflection there as well, really managing to prevent, managing to solve employees' issues before they become support cases. And some other examples there of content gap and how AI is actually impacting, monthly searches that are being made by employees. So that gives you some idea of some of the real cases that we've that we've had, some of the successes that we've had. And, I'm just gonna pass back to Alex so she can explain a bit about next steps if, if you are looking to have a business by business case assessment done and how that works. So as you advance in your discussions with Coveo, there is the opportunity for you to leverage the expertise of a specialized consulting team to quantify the financial impact of Coveo solutions on your business. We call it a business value assessment, a BBA, and we conduct it in five main steps. First, at the alignment or kickoff meeting, we get together with you, clarify your understanding related to the general context you're in, your main pain points and objectives, and the scope of your workplace use case. At that stage, we also align on the key value drivers to measure. So we share the value drivers that Coveo can influence, like the ones we just highlighted before, and discuss your priorities of those value drivers that are more or less important for your business reality or that we may impact more or less because of your business context and the measurement feasibility of these. We also like to have you do a workplace portal walk through with us so we can better visualize and understand your baseline. That'll play a big part in quantifying your business case. And then we send you a data request form, which lists the data inputs we require from you to measure value. At the data collection stage, that's when you would work within your organization to complete the data request form and send it back to us. The Coveo business value team then takes that away. And based on the data you supply, we can quantify and illustrate your business's performance baseline. Based on the business outcomes that we've driven for our install base and understanding your business context and maturity level, we determine the improvement hypothesis that we can apply to your baseline. And we develop the preliminary business case. It illustrates the dollars associated with the estimated business outcomes as well as the projected return on investment. We get back together. We review this preliminary business case, take into account any feedback that you may have, and then deliver to you the final report that you can use to communicate the value Coveo can bring to your organization. Then once you become a customer, this business case can then serve as the foundation of your success plan to track the value realized. So as our customers visualize the potential benefits that are associated with a Coveo powered workplace, they often ask us what are the success factors outside of Coveo technology that drive improvements in targeted value drivers and associated business outcomes. There are six that we often like to highlight. The first is driving adoption to the portal and collecting and acting on feedback about your digital workplace. Adoption is an important one because as employees may have grown distrustful of the ability of their workplace portals to meet their needs, there needs to be some initial effort at least to encourage employees to return to their digital workplace portals and give them a chance once again. And then acting on feedback collected can go a long way to supporting this growth and adoption. We often see customers receive feedback that, employees can't locate the search bar on the portal, something as simple as that. But that brings me to the importance of the user interface and the user experience in driving adoption and also in meeting employees' needs so they can see the more relevant information that's now being suggested to them. The third success factor is around knowledge management, and that's really around the importance of monitoring and acting upon the insights from analytics to continuously provide the most relevant knowledge and close those content gaps. And we talked about the importance of this as one of the three steps in that virtuous cycle that contributes to enhancing the workplace experience. So a really critical one there. The bottom row that you see, those are all success factors that are required to enable and empower the people in the business that are involved in supporting your digital workplace. So business alignment, all about aligning the cross functional teams whose collaboration is really key to realize your workplace visions. This is particularly salient for the knowledge, IT, and operations groups. Change management, very important to prepare people across the business division that'll be impacted adopt thanks to the Coveo solution. And continuous improvement all about maintaining a culture of relentless learning, adaptation to get the most out of your digital workplace. Okay. Thank you very much, Alex. So just to note to basically say next steps. I mean, if this is something where you that you would be interested in, we encourage you to book a demo with Cabello. You'll be connected with a sales representative, and then we can really take it from there and and in seeing what your business business needs are. I'd I would like to open the floor to to questions if if you have any, and, I'd certainly be happy to to answer them. Thank you very much. Thank you. Thank you very much, Alex. Thank you, Colin. This was very, very interesting. So, yes, feel free to ask any questions you might have in the q and a section. We do have one, about, the time it takes to see to actually see some results when using Coveo. How long do you how long do we expect? Okay. Yeah. Great question. So, Coveo does deliver impacts quickly. It sort of takes between, you know, one and two days, between one and two days and one to two weeks, depending on the amount of traffic. That's when the machine learning starts kicking in and starts impacting the ranking. But like with any AI technology, you know, the more data it has, the more interactions it's able to process, the the better it becomes at delivering that relevance. So, yeah, fast value out of the gate, but then, you know, the real benefits and the real relevance comes with time, the more that your employees use the search interface and the and the more signals that it gets to understand, intent. And I I'd add to that that when it comes to how we take that notion of time and the deploy the ramp up of benefits over time from a business case perspective, we always take a very conservative perspective. So we usually model the ramp up of benefits over a long period of time. Even if we know that, the actual advantages of deploying the Coveo solution are seen very quickly, and I think there was an example Colin gave where right away on day one, there was a fifty percent improvement. When it comes to how we set expectations within, the framework of the business case, we're very conservative in our our benefits ramp up. Thank you. Also wanted to know, how does Coveo measure search relevance? Okay. Yeah. So Coveo has, a pretty extensive reporting platform. That's one of our, you know, a great advantages to using Coveo. And we're we're really looking at things like click through. We also have a metric called average click rank. And what what what's that what that's basically looking at is which position in the in the search page, is the content that the employee clicks on first. And, obviously, the lower that rank is, the closer it is to one, the more relevant, the more relevance you're you're providing overall. Thank you. Thank you, Colin. We have another question in the QA. So we are a SaaS business, and we would like we would be looking to use Coveo for self serving our customers. Can you go into how Coveo could help us with this? Okay. So you're talking about I guess you're talking about customer facing self-service portal. Yeah. So it you mean, Coveo can pretty much fit into any platform that you're currently using. But how how you would be able to benefit from it really would be, first of all, providing AI powered search so that when your customers are looking for answers, they're more likely to find them based on previous interactions that that Coveo is able to to process. Coveo also offers content recommendations. So what you could do is on your self-service portal, you could install, you know, personalized widgets that would actually recommend, content to customers that it that they're likely to need to solve their problem based on their interactions with the page. I mean, Caveo is also able to provide that kind of search experience to help desk agents. So, you know, if when those cases do become do reach your contact center, you can also provide the same experience to your agents to help them solve those cases faster. We have another question. So we utilize Salesforce as our CRM for both sales and support. Does Coveo work with Salesforce? It does. Yeah. Coveo, we have many many examples of of fantastic, implementations with Salesforce. Yeah. Some of them are using Sales Cloud to get, you know, product information to sales teams to help them to close sales. I'll we have also enormous, amount of clients that are using service cloud. And, you know, even Covero themselves, even Salesforce themselves are a are a client of Covero. So, that just goes to show how how much they value what Kaveo brings to that platform. Thank you. Do we have other questions? If, I'm gonna give them a few seconds. If we don't, thank you so much for being here, everyone. And thank you, Alex. Thank you, Colin. This was very insightful, and we hope to see you again very soon. Thank you very much, everyone. Bye.