It is time. Welcome to today's webinar on unlocking the value of every customer interaction brought to you by CCW Digital and Coveo. I'm Brian Canter, principal analyst for CCW, and your host for today's discussion. Now we've all heard some version, some variation of the phrase that every interaction is a chance to build a meaningful relationship with a customer. We we love that phrase. We talk about it all the time. We use it as a mantra for our contact centers, but we don't often appreciate what it really means. It's not just about what we do outbound. It's not just saying that we have a chance to wow them with how great our product is or how friendly and smiley our agents are, but rather it's a chance to listen to them, understand what they're truly going through, what they truly value, what they're intending to achieve, and that using that information both to improve what we deliver for them in real time as well as how we evolve the relationship and how we build the journey over the long term. That is really what the heart of each interaction means. Every single conversation, every single behavior that in which a customer partakes lets us know who they are, what they value, what they wanna do, and how we as an organization can do better. Of course, that's just, you know, talk right now. That's just me saying an idea of what we wanna achieve. Oh, of course, we can learn a million things about our customers. But how do we do it? How do we actually do this in a way that is scalable, that will allow us to have usable information in real time, that will allow that information to go across the organization to empower their success as well? That is where today's conversations are gonna be very valuable. That is where we're gonna show how there are tools, there are strategies, there are conversations that can happen inside your walls as well as on the front lines of your experience to ensure that every facet of your organization is listening, learning, and evolving based on what the customer is looking for to deliver the most relevant and personalized information possible. With that in mind, we have a speaker who loves this topic, knows this topic, thinks passionately about it. We have Colin here from Coveo. He's gonna walk through what his organization has learned, how they're thinking about the idea of bringing relevance and listening to conversations, and how they're leading to better experiences. So, Colin, how's everything going? Excellent. Yeah. Thank you, Brian. It's it's, super nice to see you again. And, thanks to everyone for joining this session. So like Brian said, my name is Colin Stracken. I work in product marketing at Coveo. I specialize in our customer service line of business. I do have a background in knowledge management initiatives and obviously working with clients at Coveo has kind of shown me how, you know, some of the challenges of of these initiatives can be overcome. So just to give a quick intro to Coveo, I know many of you may be familiar with it. Coveo is an AI powered relevance platform that provides search recommendations and personalization at scale. What we essentially do is we enable businesses, with lots of disparate sources of knowledge, which I'm sure is probably something you can relate to, to unify those into, one search interface and then deploy that experience within their existing platforms. So it's not a knowledge management platform. It's not a contact center solution. It's just a layer of intelligence that connects your existing platforms together and makes relevant information easier to find. We do have extremely comprehensive machine learning, pulling the strings, and personalizing the content that's displayed. And you can see from this timeline that we've been in this business for a while. We've been building AI for more than a decade. And we're now at the point where we're all about giving the right experience to the right person at the right time, whether that be through search or through proactive content delivery. And, by doing that, we're able to create more meaningful and more rewarding experiences, right across that digital journey. So talk about bringing delivering the right experience to the right person at the right time. Certainly, relevance is at the backbone of what you're trying to achieve at Coveo and, frankly, what those in the market are trying to achieve. But the sad reality right now is that a lot of brands are falling short in this regard, and, specifically, when it comes to the idea of understanding their customers and then delivering experiences befitting that knowledge. Now we know right now that only fifteen percent of consumers feel that most brand interactions are personalized. And when you think of how big personalization is as a buzzword, when you think of how long we've talked about treating customers as people, not numbers, when you think about how much we focus on really getting to know what they're going through, the fact that only fifteen percent of interactions feel personalized to customers is a very negative sign. And it's one that, you know, certainly doesn't reflect a lot of success in that on that regard. But I also know that we have priorities. Right? We have we have budgets. We have things that we have to focus on. And so just because we're not personalizing, what if personalization didn't matter? Right? You know? What if it isn't actually a priority and maybe shouldn't be worth focusing our time? So from your perspective, why is personalization so essential right now? And why as we're talking about things like digital channels and convenience and quick interactions, do we need to be very alarmed by that fifteen percent stat and make sure we're moving in the right direction there? Yeah. I think so. I mean, I think I think what makes it important is that custom it's something that customers not only care about. I think they're actually demanding at this point. That's certainly what we're seeing and it's what numerous studies are kind of continuing to tell us. And I think what it comes down to, I think personalization appeals to people for a couple of reasons. Firstly, it just delights them to feel understood. You know, that's a very human reaction. I I do think that effect might wear off as it becomes more normal actually. And if if, you know, this stat here on the left is anything to go by, then we're probably already there. It's now become more of an expectation than a a pleasant surprise if you like. But I think what makes personalization so powerful, and this is probably more even more important, is that it it creates the simplest experience with the least friction. Right? So swift low touch support is the result of tailoring the experience to that individual, because you're not asking the customer to put in extra work to find information that applies to them. You know, you're not asking them to supply information about themselves that could have been determined automatically. And therefore you're reducing the complexity of the journey and you're alleviating some of that frustration that we can all relate to. I think yeah. The fifteen percent is is alarming. I think most companies are aware that they need personalization, but they don't necessarily know how to get there. Delivering it at scale requires mature technology. And it also requires an organization that's working in sync and sharing information across departments. And one of the things I really wanna do today is to look at that customer journey as a whole and show how, you know, these customer interactions that have taken place at each step can actually be used to create better service interactions instead of just kind of going to waste as as they are at the moment in in many places. Yeah. And what I like that you brought up there is that you really tied personalization to an outcome. It wasn't, let's celebrate the fact that we happen to include their name at the top of the website or at the start of the conversation, but instead, using what we know about them to give them very relevant information as quickly as possible and also eliminating the need to actively share information and repeat stuff, things that we know frustrate customers. So, again, I think maybe where there's a disconnect is not just how do we personalize, but also even what is personalization, making sure that we're focusing on, it's not bragging about what you know, it's using what you know to create more value for customers and make things easier and more effective for them. And so, certainly, that's gonna be something, like you said, has to go throughout the entire journey. It's gonna be one that even your lowest touch, no agent involved, self-service digital channels have to communicate a strong degree of relevance and value for who that customer is, the time they're spending, and what they're looking to achieve. That said, we do know that when you think about the most traditional emotion driven of personalization, that is going to require and be involved at the agent level. It's when you're having a conversation between employee and customer where you really show, okay, we may know you, but do we value you? Do we care about you as people? That's where the easiest way to demonstrate that emotional connection. And, unfortunately, right now, customers aren't seeing that from agents. We have data from a recent market study showing that roughly two thirds of customers don't feel that the typical contact center agent cares about that. And a similar number doesn't feel that they even know anything about the customers or the companies that they're trying to support. And, you know, that is really alarming right there. So what are the costs of the situation where not only are we not personalizing across the entire journey, but even the agents who are the human face of our brand are not demonstrating that emotional connection to the customers? Yeah. So we we found from our own studies that bad agent interactions can lead customers to abandon a brand completely. And, you know, it seems rash, but this is the environment that we're now in. It's very competitive. There's always an alternative close to hand, and and customers expect, a lot. And, you know, when it comes to to product knowledge, for example, I mean, you kinda mentioned how a lot of agents don't seem to know the products. There's obviously knowledge gaps that exist in many contact centers, and I know that's something that we we spoke a lot about last time I was on here. But I think when it comes to that kind of human empathetic support that you were talking about, agents need contextual information about that customer in order to provide those types of interactions. You know, without that, they're gonna end up recommending a solution that the customer's already tried or asking the customer to supply all kinds of clarifying information that they should already have in front of them. And, again, getting this information to agents is not necessarily easy, but it is extremely important, and it's becoming more and more attainable, with technology like AI. Yeah. And I think it's it's interesting that those stats you know, I almost I present them as two stats. And in our survey, there were. There was does the agent care about you? Does the agent know you? But the truth is from an experiential standpoint, they often go hand in hand. Right? It's the agent may actually care a ton about making that customer happy. But if they don't have the knowledge to demonstrate who the like, really tell her the experience for them and the knowledge to solve a problem, two things are gonna happen. One, they're gonna come across as unknowledgeable, but two, they're gonna come across as that they don't care because if they really care, they would solve the problem. So it's not sometimes, it's like the agent can be the nicest person in the world and have the biggest heart and really care about that customer. But if they don't have the information to do anything with that knowledge, the customer is not gonna really sense that that sense of value, that emotional connection, and then they're gonna think that this experience is not personalized and not really built for them. But regardless of where we're trying to personalize the experience, right, whether it is, know, on a sales call, whether it is a self-service tool, whether it's a website, whether it's the agent led customer support interaction, we know that it's gonna begin and end with information. We have to know who our customers are, everything about them. We have to know about the companies that we're supporting, and then we have to be able to sort of pair that knowledge about the company and its products with the customer context in real time. Now as you mentioned, a lot of brands are struggling when it comes to sort of making this connection between the information, getting the right knowledge in front of agents and customers. So why is it so hard for brands to achieve this right now, and what should we be thinking about as we try to make our knowledge framework more more valuable? Yeah. Well well, I'd say this is an example of what today's support journey looks like for a lot of brands. There are usually multiple digital touch points through which customers can access information, which is great, but they're often disconnected. And that's usually because these platforms have been kinda stacked on top of one another over time. They aren't necessarily connected to the same knowledge base. They're not speaking to each other. They each have their own interface. And the impact on the customer here is that they aren't sure where they need to go to get the answers they need. They might have to try looking at several places. They might get different answers to the same question depending on where they're looking, and that's what really starts to cause that, kind of confusion and frustration. And as you mentioned before, you know, the importance of agent interactions is huge. At the end of the tail of the end of at the tail end of this journey, you've got the contact center. But in most cases, the customer is gonna have to do is gonna have read some information or at least search for some answers somewhere before that issue reaches an agent. And in most cases, the agent doesn't have any of that context. Right? They only know what the customer has written the ticket information. So they're not equipped to handle the case with precision and empathy. It's and it's likely gonna take longer to resolve, with more back and forth, more manual input from the customer. And obviously, this is not only unfortunate for the customer, but it adds to the cost of the case. And so a better service journey would be one like this. This is kinda what we aspire towards. All the all the channels are still there, and it doesn't matter which, you know, SaaS solutions they are. It could be Zendesk. It could be Salesforce. It doesn't matter. What matters is that they're now bound by a layer of intelligence that's providing the same answers across all of these channels. And here I'm I'm of course talking about a unified search platform that can index content from all your knowledge sources and then deliver that content at each of these touch points. What's really important though is that this platform is also tracking and measuring the interactions across all of those channels. Mhmm. And it's using those interactions to personalize the experience everywhere, including the agent console. So not only does this type of architecture offer the customer a better self-service experience with every action that they that they take in real time, it also gives the the agent more knowledge about the customer. You know, everything the customer has done essentially leading up to the submission of the ticket can now be accessed by the agent within their help desk console. And that's on top of the knowledge recommendations that they're able to get also based on the case details. So they're now in a much better position to resolve the customer's problem and to create a more positive service interaction. You know, you know, the type of service interaction that you were that you were alluding to. Yeah. And I know we'll we'll get into some of the benefits of this kind of, transformation a little bit later. But one thing I wanna call out is I think there's a few things that come into play here. One, if you know that, like, that's what you put into a self-service tool will eventually be visible by the agent when you inevitably escalate, you as a customer feel more inclined to use self-service, which means, one, you're gonna we're gonna get some of the efficiency benefits as organizations we've been hoping for because customers will actually try to engage with our chatbots, try to engage with our IVR, and that could help from a scalability standpoint too. It also means that as a customer, you're obviously feeling as if you have more options and that there's more convenience. And then there's also the intelligence component. Right? When what you say at the initial point of contact may change the more frustrated you get. It may go from, I have a simple issue that I just need an answer to to, well, this is taking five different channels and fourteen different people to help me. So now it's turned into, I hate your brand and you owe me a lot of money as a refund. If we can sort of get the initial context for what the problem was at first and solve that as soon as possible, it keeps everything centralized and really allows us to focus on what the customer's true intention was and also sort of filter out what moments in the journey are driving the most emotional frustration to go along with any product or marketing or sales shortcomings you may have. So I think that's really key there. But I think one of the things I wanna talk about is, you know, we're talking about this idea of a journey. And, you know, I mentioned earlier how sometimes we talk about relationships, but we don't go far enough as far as what it means to build a relationship of personalization and relevance with customers. The same applies sometimes to journeys as well. Like, customer journey mapping, the idea of an end to end experience, very cliche, very commonly talked about within our industry. And yet, sometimes, we still ultimately just focus on the journey of a tech support inquiry. So I start in the chat bot, then I go to the live chat, then go to the phone agent. That's what we call the journey. But the truth is a true end to end experiential journey runs so much deeper than just sort of what happens in one support ticket or one support interaction. And I think we as an organization obviously need to think about this. One, because there's gonna be a huge burden for getting more knowledge to more places because there's so many different phases and touch points of the journey. But two, if we approach this correctly, there's also so many more opportunities to learn about our customers because there's all these indirect as well as direct touch points we have with them. Yeah. Exactly. So so this so I love what you're saying about kind of investing and getting to know the customer better across that whole journey. And and this this journey map here, obviously, it doesn't apply to every company. Right? But whether you're in retail or banking or you're selling b to b software, there's always a period in which you work to acquire the customer. There's always the experience of the customer actually using the product. Then you've got your kind of service phase where you wanna keep the customer happy and enjoying the product. And then to kind of close that loop, you're usually aspiring to get repeat business from that customer. And that's something that we probably don't talk about enough, when we talk about the role of customer service. So actually when you look at it like this, you know, self-service and support, the journey that I showed before, you know, it's these are really just pieces of the overall digital experience that a customer has with your brand. You know, you could argue that the support journey begins on that first visit to the website or that first outbound sales call and continues right up to the time of renewal or a repeat purchase. And all along the way, there are digital interactions like you were saying kind of direct and indirect. Digital interactions with search bars, knowledge content, that carry enormous value. So, you know, let's say you're selling a software product that requires so so if we look at this journey, let's just let's just say you kinda step one side to the left here. Let's say you're selling a software product that requires a period of onboarding or training and that content, you know, that your customers are accessing during this time, you know, it gives signals as to how they intend to use the product and where they might end up having problems. So, you know, if this content platform is connected to your self-service portal, if those if that interaction information is getting through to your self-service portal with that kind of intelligence layer that I was showing you earlier, then you can actually use those interactions to personalize the self-service experience more effectively for that individual customer. And I just mean by basically showing them articles automatically that's based off of their usage of the products. You know, immediately it's more tailored. Right? Now if you can also serve that context to agents when a case is opened then the agent not only understands more about the customer's journey up to now but it might even be a they might even be able to anticipate the next roadblock that that customer is likely to face. And this is the type of interaction that customers love because it's proactive. You know, it demonstrates an understanding of their unique needs and it's generally delivering possibly more than they expected. So, you know, you could even go further back in this journey and you could take into account what the customer is looking for on your website during their initial research because it might give some more context on their interests, on their preferences or, you know, their requirements as a customer. And I'm talking a lot here about leveraging interactions, but what do I actually mean by that? Like, where do you go to get this data and then how do you use it to create value? And, you know, there are two essentially two ways you can use this data. The first is to access it through search analytics. That provides, you know, a unified insights from across all your channels where that search is deployed. And this is the kind of manual data analysis data mining part. So I'm talking about, you know, creating reports on things like, what are our customers searching for? What content are they unable to find? How do these insights maybe vary from channel to channel? And then, of course, this data can be used as the basis of a like a knowledge management initiative to improve the knowledge that's available and kind of plug those gaps and create better better self-service experiences. The other way this data can be used is through AI driven automation. So as we know, you know, the real one of the key values of AI is its ability to harvest vast numbers of interactions every single day and action those insights in real time. So when you have AI powered content delivery within each of your support channels, you can really tailor, the experience to each individual customer because AI is able to gather insights from prior interactions and then use them to actually predict, you know, which answers they're gonna need automatically and then actually serve that information proactively. And, you know, we've been speaking a lot about agents. This automation can also improve the experience for agents because when the agent receives a new support ticket, you can serve useful knowledge to them that's not only relevant to the details of the case, but also takes into account everything that AI has learned about that customer. And, you know, it can it can deliver that knowledge instantly within the tools that those agents are are already using. Yeah. And and I think a lot of great points there really, again, showing that this isn't just collecting a bunch of knowledge. It only matters if you can use it. And I think really using it at different moments of the journey is gonna be extremely important. And when you talk about using data, though, remember, this is not just for the call center. We know customer centricity is not just so that your, you know, frontline customer support agents or your customer support self-service platform can be effective. It's really to drive a better experience and better engagement across the entire organization. So when we talk about the application and the the value of the insights that you're helping organizations to acquire, how can this sort of span other departments to not only improve their performance, but also create more operational alignment around the CX? Yeah. Great question. So, you know, you're absolutely right. Creating great customer experience is is a lot more than just good customer service. And I think particularly in b two b, you know, you really have to get to know your customers and invest in those, long term relationships. And like I've been saying, there's a lot that you can glean from how a customer searches and what information they access at different times. Not only does it help us to create better content, but it helps us to understand that person's challenges a lot better. So, you know, sales can use this information. There are support issues, as you know, that can sometimes be resolved with upgrades, and there's nothing wrong with pursuing those opportunities. Right? I mean, customers are okay with being sold to if you're providing a solution to them that makes sense. And so, you know, using service interactions to identify sales opportunities can be a good way for customer support leaders to actually help to generate more revenue actually instead of just being seen as a kind of expense. With customer success, you know, I spoke about learning content earlier. What you can really do is you can validate the effectiveness of an onboarding program using search analytics because, you know, if you think about it, if your customers finish the onboarding program and then they immediately go off to search for for answers on about something, then you know there's missing content there that could help them to to improve that program. And you can also look at which support issues kind of on the flip side, you can look at which support issues seem to, you know, be associated with rapid growth or rapid adoption and look into those more and see what else you could create to kind of get that in front of more of your customers. And you got product. And, you know, if your customers are using a digital product like a mobile app or or a web based platform, their searches within the product can help you to understand where they're getting stuck. So not only does this help you to create better self-service content, but it can help product teams to potentially help to eradicate support cases altogether just by improving the user experience inside an app and giving clear instructions or, you know, making certain parts of the product just easier to use. So here are some examples of, like, the kind of insights you could get from in product interactions and how they could help you to provide better experiences. So what you see here on the right, this is actually Coveo. This is actually our own platform. We have baked self-service directly into our products. As many of our clients have, too. So inside the analytics platform, you can see which product screens, or URLs collect the highest number of self-service searches. You can also see which queries have been made on these different screens. So this gives you a picture of, like, which parts of your product customers tend to get stuck on the most and which issues get raised most frequently in those parts of the product. So, you know, it's pretty obvious how a product team could use these service interactions to improve the product itself. And, of course, the knock on effect of that would probably be fewer support queries and and fewer support cases. Yeah. And I think when you talk we would like to talk about, like, root cause analysis and really addressing the real factors. And I think when you're driving down into these behavioral insights and things that are speak to what is going on in the moment of the experience and that clear moment of truth, that is where you're gonna derive a lot of your most actionable intelligence. Because once someone is you know, historically, we've thought about customer feedback. Right? But once someone is already upset or already happy, you know, they're only gonna tell you that they're really upset or happy. You're not gonna know the individual things that actually affected that sentiment and the things that you can change to not only make the product better for them, but also deliver better guidance, whether it's through product onboarding, whether it's through sales. And so really being able to drill down into these different steps of the journey, how behaviors are being affected by your experience, your product, your information can lead to a lot more value and really create experiences that are not only microscopically tailored to an individual customer, but also just in general feel more reflective of your overall customer base and more inclined with how they're using it and the kind of value they're gonna generate. So a lot of great value here. Now now the truth is that, you know, as for as much as we talk about all the different functions, let's be honest, most of our audience here are people responsible for customer service functions, and they manage either directly or through different layers of the organization, manage frontline agents. And, you know, that's really where we know the agents' face of the business, and we know from my stat earlier that agents are not exactly doing what they need to do as far as creating the right impression. Obviously, some of that's on the agent. Right? We don't always have the best people. We know that we've had some hiring challenges, but a good chunk of that is definitely on the organization as well in terms of what companies are doing to empower them to succeed even as its situation become more complex, even as work becomes more challenging, and even as customers become more demanding. And so how can some of the insights you've been sharing and the information you're gathering from these interactions be used to make the idea of empowering agents actually a reality and make them more valuable even as they're working maybe more in a more distributed way or in a more flexible way or across new channels? What can we do with this information to make our agents better? Yeah. Well, you're right in you're right in that they certainly are working across more distributed channels. I mean, in today's workplace, you know, there are so many different platforms that we we kind of rely on to get our jobs done that it's really important to create one single, interface for knowledge, I would say, and then make sure that you can actually get that experience inside tools people are already using, so that you don't have to, you know, encourage kind of introduce yet another platform into the mix. Right? So we take, you know, Salesforce service cloud, for example. You might have a lot of knowledge that's stored within Salesforce, but likelihood is that your agents are going elsewhere for answers sometimes too, whether that's to other platforms or just to contact colleagues directly. And I'm sure, you know, a lot of support leaders that are managing teams will will know that this is, you know, a lot a lot of the time this is what agents are doing. With a unified search platform, you can really connect all your knowledge sources and serve that knowledge within Salesforce or within the tool that you're already using without having to migrate and reform like that. On top of that, you can pull in these insights that I've been describing. So then you're able to give agents that kind of context that they need, to to offer very high quality precise and, like, empathetic service service interactions that we've kind of been speaking about. And that's really important for the agent too. Right? The the you know, particularly in the last couple of years, there's been a lot of agent turnover at a lot of organizations. You know, agents wanna feel empowered. They wanna feel like they have the tools to actually do their jobs properly and providing them with this context. You know, they they they know they're able to do a better job and like you were saying before, they feel a lot more confident. This is an example of Salesforce integration. I I I wanna highlight here the context that gives the agent on the content that the customer's already viewed. So you can see how it's pulling an interaction data from a community page, but also the in product help, which I kinda showed on the previous slide. And and that's, you know, that's a that's a a system that's not, of course, not built on Salesforce. So so it doesn't matter where these interactions are taking place. If Coveo is installed on these platforms, it can track them and it can create a feed that essentially helps agents to know and understand that customer's unique journey. So what what our clients have found is that this insight panel helps agents to resolve, cases faster. It helps them more confident to be more confident in their interaction, with the customer, which, as you can imagine, would tend to make the customer also feel a lot better about things too. So one of the things I love about the way you and Coveo approach this content is you're always very illustrative. It's not just, oh, here are theoretically things you can do. From the moment we start this webinar, you've been sharing visuals, you've been sharing specific connections between an insight you gather and experiential improvement, which I'm sure our audience appreciates as well. But I know you can go a step further. I know you can actually share some even real world success stories as we sort of get to the end of this discussion. So any additional kind of highlights or successes you wanna share as we really demonstrate what you can get learn about your customers through interactions and then how you can use that knowledge to improve all facets of the journey. Yeah. Sure. So I just wanna touch briefly on on on how this could be used for sales. I know that might seem distant to support, but I'm gonna kind of explain, you know, how these two departments could actually work together very, very effectively. So, you know, sales teams are actually huge consumers of information. They they they tend to need it from multiple departments, product legal Barca mostly. You know, you can see here how this prospects information on the left is influencing the recommendations that are made in the reps panel on the right. So the reps now able to access relevant case studies, for example, that would be, you know, applicable to this prospect. It's right within their existing workflow, which saves them time in the same way as the the agent panel that I showed you before. So we have some clients that are using Coveo for both sales and service. Also some that are using it just for sales. You know, I think when you are trying to work towards the type of kind of enterprise wide strategic level of of knowledge sharing and maturity that I'm talking about, you have to kind of focus on one department and then branch out from there over time. Otherwise, it can just introduce, you know, too much change in a short amount of time. Usually, we do see organizations start with service, but some do actually start with sales. You know, we have a client, Jacobs Engineering, for example. You know, they're very large client of ours that adapted the the KCS methodology to sales, and they're now on a journey to scale that across the organization. You know, I think although sales might seem distance from support, there's actually a lot of value in sharing these insights between departments. And we also see, you know, in some industries like banking, for example, support agents are also sometimes tasked with selling. And and, you know, in in these cases, the more knowledge on the customer you can get to the agent, the better they're gonna be at taking those opportunities. And, you know, in terms of success stories, I can give one here. You know, Salesforce is an example of a company that's adopted our solution across multiple touch points. They're using it to really connect the dots in the way that I've been describing between the the various properties that they have. And so by creating a more personalized, experience and improving findability across the organization, they've been able to, you know, firstly, improve their CSAT scores and also record better, case deflection numbers, which I'm sure is something that a lot of people watching this will be tracking. You can see from the agent perspective as well, this technology's helped them to it's helped them with their knowledge management initiative. You know, a really cool stat that I got from Salesforce is that they're the the when agents look for information that they need to assist customers, they're actually finding it in the recommendations on that panel within their workflow seventy five percent of the time, which means they don't actually have to look for the knowledge to to to to resolve the problem. So, you know, that's shows how effective this can be in in saving, agents' time. So as we wrap up here, I think it's important to remember that this is not just a plug and play one solution is gonna magically solve all your problems kind of thing. I mean, the truth is, yes, we talked about the importance of learning about your customers and using it to personalize experiences. And, absolutely, technology exists that can make that happen. But it can only make that happen if your organization is in position to look in the right places for data and, more importantly, think about how would you using that data, using that knowledge, and using it to deliver messages across all touch points throughout the journey. And so there's really a need for a combination of strategy and technology when it comes to creating the best possible knowledge framework and the most relevant and personalized interaction. So as sort of a final thought slide, if you will, what do you recommend for some strategic steps as well as technology that can lead to the best results for our audience? Yeah. Sure. So, I mean, first of all, like I touched upon earlier, you know, getting to this point is a journey. According to TSAA, only eight percent of organizations have actually reached the level of strategic knowledge maturity that's required to deliver this kind of end to end personalization. So, you know, it shows how tough it is, and you certainly can't bite it all off at once. So you really have to focus on one department and try and grow it from there. Service is a great place to start. Right? Because there are some real opportunities to provide ROI with things like case deflection, like I showed in the previous example. And, you know, I I would say that by connecting that support journey and empowering agents in the way that we've been talking about, customer support teams can actually set a real example of efficiency for the departments to follow. You know, my next recommendation would be to have a delicate knowledge management function. This still doesn't exist at a lot of organizations. You know, the the the age the organizations where we see the most success is where they have dedicated knowledge management on specific teams and across teams. Because, you know, it's easy for me to sit here and say you should be sharing these insights between departments, but there has to be some accountability for this company wide model and for making sure that, you know, each department is getting the reports they need and is actively involved in that process. Obviously, unified search and analytics is essential. You cannot track interactions across the journey and stitch those insights together in the way that I've been describing today without the technology in place to actually pull everything together in that way. And this is also the technology that's making knowledge easier to find for customers and agents and is really driving improvements to the customer experience across all those platforms. And I think finally, you cannot underestimate the need for change management, whether that be company wise or within a department. You know? There's there's no technology solution out there that can solve the problem of teams working in silos. You know, all they can really do is make that transformation journey easier. So that's pretty much it. Well, Carlos, I wanna thank you and Coveo so much again. Like I mentioned earlier, the fact that you're backing this idea of data can solve all of our problems with proof of how if you do it correctly, yes, data can solve some very specific problems that we know are resonating very clearly with our audience right now. We know are preventing brands from making meaningful connections with customers. We know are preventing employees from doing the kind of work they wanna do, that we know are preventing different parts of the organization from coming together to deliver the best possible customer engagement. So by recognizing the fact that, yes, every time a customer interacts with your brand, be it reviewing an ad that you put out there, to going through the product onboarding process, to calling with a billing issue or looking for tech support, they're communicating a few things. One, they're saying who they are. They're saying what they're trying to achieve, how they wanna achieve it, and what they're feeling as they're trying to achieve that. The more that we can do to simultaneously make it as easy as possible for them to communicate organically and behave naturally so we can monitor everything correctly and then learn from those behaviors what's going right, what's going wrong, and what would do better for them, then what we can start to do is build self-service experiences that actually work that are deployed at the right time. Allow agents to communicate information that is building relationships, not just throwing transactional information at customers. That's how you're gonna lead to more sales opportunities and more satisfaction. And perhaps most importantly for those out there who have consistently been struggling with silos and having one part of their experience be great and forty seven other parts be disappointing, we can finally unify everything around a clear, true source of source of knowledge about the customer, a clear view of what they're going through, and a clear sense of if we take these actions, our interactions are gonna be more relevant. They're gonna be more personalized. They're gonna be more valuable. They're gonna be more customer centric. When that comes together by virtue of relevant access to search, a strong knowledge management approach, and the right collaboration across your company, the sky's the limit as far as how much you can wow your customers and how much you can empower your agents. So, again, Colin, thanks so much for joining us. It's been a pleasure. Thanks again. And for CCW Digital, this has been Brian Kantor. Thanks so much for joining us. Thank you.