The Shift Issue

The Interviews

8 - 13

Spotlight: Jeff Harling,

Head of Global Digital CX at Zoom

Zoom’s AI strategy began where answers do: at the search bar.

14 - 17

Spotlight: YC Eu,

Head of E-Business at Nespresso Oceania

For Nespresso, better findability means better flavor, faster.

18 - 23

Spotlight: Laishon Gatson,

Sr Technical Product Manager at Vanguard

At Vanguard, the AI revolution started with relevance.

24 - 27

Spotlight: Deirdre Peters,

Head of Digital Experience at Boston Scientific

Boston Scientific turned a search bottleneck into a sales breakthrough.

28 - 31

Spotlight: Pascal Janzik,

Associate Director Digital & eCommerce at Linde

Even industrial buyers expect intuitive search. Linde delivered.

AI At Work

34 - 35

US Foods: Serving Relevance at Scale with AI-Powered Search

36 - 37

Cisco: Accelerating Seller Productivity with AI-Powered Search

38 - 39

Ecolab: Building a Connected B2B Experience

40 - 41

Xero: Speed Case Resolution With Agentforce

42 - 43

SAP: AI Search That Inspires Cultural Change

What you’ll learn

Trends shaping search and AI strategy
The rise of agentic AI. Content governance. Unified indexing. Discover the forces driving enterprise transformation and why search-first beats model-first every time.
Solutions for today’s challenges
Breaking down content silos. Integrating disparate systems. Scaling AI pilot programs. Get real-world solutions for the business problems keeping you up at night.
What AI search success really looks like
Case deflection. Cost savings. Incremental revenue gains. See what the world’s leading names call measurable AI success.

“It’s about adding value beyond product and price. A big part of that is relevance — making sure we’re guiding customers through journeys tailored to their needs and interests.”

YC Eu

Head of E-Business

Read Case Study
“The beauty of agentic AI is that it becomes a steward for you to get any kind of questions that you may have or any questions that might be implied answered much more quickly.”

Jeff Harling

Head of Global Digital CX
“GenAI use is really based on the content we are feeding these models. Content governance is key.”

Laishon Gatson

Sr Technical Product Manager
That was one of our biggest challenges. We launched a great site with a clean UI and strong functionality, but users couldn’t find products. We’d hear things like, “Search for stent and you get 1,200 results,” even though we only offer about 30.

Deirdre Peters

Head of Digital Experience