Everyone. Thank you for waiting. We had some technical difficulties, but we're here now. My name is Sarah Samnani, Product Marketing Manager here at Coveo. We have Glenn Elliott from Hackensack Meridian Health to talk about the Hackensack digital transformation story, as well as Victoria Pascanaya, our Product Manager here at Coveo. So welcome, everyone. Let's just jump into it. Perfect. All right, Glenn. I know I gave a quick introduction for you, but would love to hear a little bit more about your background and what you do at Hackensack. Sure thing. Thank you, Sahir, first off. It's great to be here. It's really exciting to be sharing some of our HMS, Hackensack Meridian Health experiences. As you said, I'm Glenn Elliott. I've been with Hackensack Meridian Health for a little over a year as a digital application strategist. My background is in digital marketing and customer acquisition and I have significant experience in UI, UX, SEO, analytics, paid search, b to c, b to b. But perhaps most importantly for this conversation, I lead the search team at Amazing, and, Glenn, we've been having some conversations before this presentation. And I'm so excited to hear your side of the story of how your team came together when you started with digital transformation. Before we jump into it, just a quick housekeeping notes. Everyone is on mute right now. If you have any questions, please add it into our chat box. We'll come back after each section and look at any questions that you might have. All right, so let's just jump into it. Hackensack Meridian Health, if you're not aware of them, they are one of the largest integrated health network in New Jersey. They have over seventeen hospitals that they work together with, an operating business revenue of over six point nine billion dollars seven thousand physicians, thirty six thousand members, and they do it all, they provide medical services, innovative research, as well as medical education. Glenn, is there anything else you'd like to add about Hackensack? Oh, sure, absolutely. Thank you again. It goes without saying that's truly a challenging but exciting time to be in healthcare. At HMH, we're doing some truly exceptional work to transform the way patients access and take ownership of their care by providing them with relevant information and first in class tools. What that does is gives them the ability to navigate the healthcare process, which honestly can be very complex in ways that are used to navigating other aspects of the digital life. Honestly this experience has been largely missing from healthcare. Over the last eighteen months, the digital engagement team has launched a new internet, public website, and the search to launch a T Mobile app. In addition, we revitalized our social media presence, introduced MyChart by Epic and went live with our patient access center which centralizes appointment booking which really is our most important conversion metric. Yeah, and you kind of touched on this, right? Like really healthcare is really going through a big digital transformation, especially for your company as well. And this slide kind of talks about it already but about, can you give us a little bit more information about why digital experience was becoming so important for you, the team and Hackensack as well? Yeah, it's a great story really. So several years ago, Pam Landis joined Hackensack Meridian Health as the Vice President of Digital Engagement. She has a strong background in transforming digital experiences at healthcare networks and she had a vision what this should look like at Hackensack. She was soon joined by Adrian Woods as director of digital engagement, and together they developed a plan to achieve this and move this forward. But really to understand how we got to where we're at now, you need to know where we're at. So because of the natural consolidation in the healthcare industry and the organic development of digital assets of the last two decades, We were dealing with sixteen intranets and seventeen public websites and maybe even more. The digital experience was completely organized around individual hospitals and not the network. Search didn't really exist on the internet and was not very effective on the public site. And that's not really how patients search for care, think about care Or like to do their when they're thinking about care. Knew we had to meet patients where they're at. So the challenge was really consolidation. We had to get to one team internet, one public website and organize care around services, cancer, urology, cardiology, instead of physical locations. And these both required a strong search platform that delivered expected results. But we know transformation isn't easy. Spent months consulting with clinical leaders, analyzed the data, developing strategy, and getting buy in from the hospitals and senior executives. Keep Keep in mind, this was all against the backdrop of COVID-nineteen, which obviously presented some huge challenges in itself. Yeah, when we talk about this transformation as well, what tool you use and what platform you use is very important. And this is where our story comes together of Hackensack looking for a new tool. So how did you come across Coveo? What made you think like, okay, Coveo is the one that will help us take to the next level? You know, it's really a story as old as time. Other than selecting your CMS, choosing a search partner was really one of the most important decisions we can make for this transformation. Pam Landis had implemented Coveo. We're working at Atrium Health, where she'd been previously. Based on her experiences there, it was an easy call to bring Koveo onboard at HMH. We knew, she knew, we knew that a search platform that delivered highly relevant results enhance the user experience, drive engagements, and ultimately deliver convergence. And those were your core business goals as well, Those were certainly our goals. Yeah, and honestly, at Coveo, one of the things that we love to hear the most is our customers using us somewhere else, then moving somewhere else and bringing us in because they've had such great experience. And those are the stories we love to hear. And like you said, it's as old as time, goodwill, reputation in the market really helps drive those conversations and tools forward. So when we talk about your business goals, when you came to Coveo and you bought the new CMS platform along with your new search tool, these were your like core for things that you're really looking to get Hackensack into the next level, right? Sure, because if you're getting the relevant expected results, the rest is gonna start to fall into place. You're providing that user experience, you're driving deeper engagements and ultimately delivering the conversions. Yeah, so let's go into like some of the old and the new. Like I asked you for some pictures and I'm so thankful you gave us some of your internet pictures. Do you want a little touch on like the old legacy and like the new? Yeah, mean, the images really try to speak to themselves. This is an example of one of the intranets. And, this is there's nothing At the time when these were developed and they developed organically, it made sense. But it really we were using WordPress And WordPress can be a very powerful tool, but it takes a lot of development time to get what you need. We switched to our CMS is now Sitecore, we switched to that and with implementing Kiveo, you can see what we we were able to now put forth. This is for our team members. Just gave them something that was very clear, very easy to navigate and gave them a great experience. And we see that, we're seeing that in the results. Yeah, yeah. And one of the biggest thing that you'll see is in the legacy, there wasn't even a search bar, right? You'd have to click through different buttons to really go through it. Now with the new search interface, it's front and center, someone wants to look for something, type it out and really start looking into it. So the results speak for themselves. Since your launch, you've been seeing some amazing results, just in engagement, but also searches with no results, also giving the team insights into, okay, what is missing? What are people looking for? But the best analogy that we had in our conversation that you brought up, Glenn, was if there's a problem, you'll hear about it. That's right. Yeah. You you asked me, know, oh, what are people saying about search? I'm like, we're hearing nothing which is the best thing you can hear. If people are talking a lot about search it means it's not working usually. They come to us when they have problems. We're not getting results, search terms or phrases are not coming up, But when people don't want, it's not something, it's so important, but it's not something that people think about in their daily activity. They take it for granted until it doesn't work. Yeah, and that's the thing, right? Like as a consumer who's been sort of spoiled with great search experiences, when you get your answer, you're just like, okay, this is normal. But the minute you're not finding it, that's when your struggle comes in. And it's very prevalent in an internet environment and an employee environment, when they cannot find things they were looking for to really perform. And one of the other things about these results are also how much improvement you've seen in like the clicks through our machine learning capabilities and models. And those improvements really help drive to perform and not just give best in class experiences, but also drive the engagement as well. Yeah, absolutely. Absolutely. That's exactly what's happening. You gave a snapshot from a point in time, but when you look back to where we started to where we are now, it's just remarkable of what we've achieved. Yeah. And then your beautiful website, right? This one, you've not really changed the interface and the look and feel a lot, but there's a lot that's going on in the way the search is being performed. And you touched on it a little bit earlier, but here's where you can really see the example. First, you were getting people to search by the network or the city or the hospital. Now it's meeting the users where they are. Can you shed some light on that as well? You bet. So on the surface, especially looking at some of these homepages, it doesn't look maybe perhaps dramatically different but when you start to drill into some of the other pages you can really see a significant change at the way this is all organized which tremendously important. Again, it's organized around patient care and the services that they need. But what is specifically relevant to search is that, for example, you're getting predictive search in our search bar that we didn't have that before. So you're again getting super relevant results on what you're looking for. Again, the facets again help to once you get a result you can further drill down to get specifically what you need. And we've seen that and I think we're gonna look at some data next that's demonstrating this well. And we keep getting better and that's the beauty of the machine learning and the AI is that it's easy to, well beyond easy, Coveo is taking care of that for us. We don't have to get in the back end and do a lot of work to get these results. Yeah, and that's what it should be, right? The maintenance should be easy because experience keeps changing and expectations keep changing. So to continuously keep implementing and maintaining complex systems, it takes a lot from the team and adds a lot of debt to the technical team as well. So you want to find a tool that would help balance that. And then just, these results are from February twenty twenty two, and they were quite early in the days, but you really started seeing great improvements on the website and engagement as well. And one of the stats that I really find very interesting is the queries per search. Taking people to searches to find what they need. And we're getting there, Like it's the first step, we're trying to make improvements on the website. But a lot of researchers have shown that the minute people have three negative experiences on a site, they just jump out, they abandon your website. So definitely you've been seeing great engagement and some good feedback as well in terms of registrations and people coming onto your site to find what they need essentially. Yeah, we're enthusiastic about the results. The results, as you mentioned, as of February, they're a little dated. Some of the newer data is actually even showing better results and And that's obviously what we want to see. There's some benchmarks out there that we're working towards and we're confident we're going get to them. But to your point again, the queries per search is a really important metric because they will, if people aren't finding the results they need, they're going to assume that they're not there or that you don't know what you're doing and they're gonna look for another provider. Obviously we want to keep people within the Correct. I asked you this question, and I was like, why does Hackensack love Coveo? And you give us three of our, some of the things that we mentioned and we love to hear the customers say it back to us. And so the very first one, relevant results from day one. Yeah, I mean, was the the most important thing that we could ask from any search partner was the relevant results. And we talked about some of the data from the Corveo dashboards and that tells a great story, but it goes deeper than that. Some of the things we're also seeing is just in general we do usability studies and we're seeing improved UX by adding the autocomplete, autosuggest search facets which we love and location based search. We've seen page views increase and we've seen the bounce rate and exit rates reduced by approximately fifty percent. That that's terrific. Two, ease of use. With AI and machine learning Results are improving with minimal effort on our part and that's just terrific because we want search to work and we want to deepen into other aspects of Coveo but this has to be working for us to do that. But what's also nice about when we talk about ease of use is that in the rare instance where we need a manual rule to get the results that we need very quickly, They're easy to add and they make sense and then if we don't need them later we can also remove them very simply. And we're getting great reporting and analytics. It's just Just excellent data. And finally, Great support. I mean, what more do you want, right? And that's what we wanna hear. I mean, if our clients are satisfied, we're satisfied, right? All right, so we've started making some amazing digital transformations. And like you said, it's just the beginning, there's a whole other layer that Hackensack is looking for. Love for you to touch a little bit about that and how Coveo is gonna help continue. Yeah, know, search has to ties into a lot of our objectives. You know, it sits on the front end and back end but really it's not typically front and center but we consider it critical to what we're doing. So most importantly we'll be driving customer acquisition through the website both organic and with there be new pay campaigns through social media and email. We anticipate a really high percentage of this traffic will be engaging with search, will be engaging with prevail And we have the trust in knowing that they're gonna get the results that are expected. Currently our Patient Access Center is live with a limited number of carriers and locations This is going be expanded to include all hospital and physician lines, allowing them to focus on what they do best, taking care of patients, and that's really important from an internet perspective because that's for team members and a lot of times they'll be accessing the information on on the back end that's not available to the public, but they'll be using search on the internet to do that. And finally, we're gonna be introducing new technology like Call to Text, bidirectional text scheduling improved chatbots. We're finding patients are much more likely to engage with text as we all are rather than a call. No one wants their phone to ring anymore. And it's amazing time, I'm quite excited to see this three sixty digital transformation and really work in hand in hand and be partners with Hackensack to bring your organisation to the future and continue moving in the future. So, well, thank you so much for sharing your story, Glen. I really appreciate you taking the time coming in and really giving us the insight from your team as well as the company itself. So before I let you go, just if anyone has any questions, please put that in the chat for Glenn. There is one question for you, Glenn, and I think you already touched on it. But the question is, what is your CMS and how has it worked together with Coveo? We use Sitecore and it works very well. It integrates tightly with with Coveo. I believe They're Coveo is the partner of Sitecore's Correct. Partner, and it's been a very positive experience. We're very happy with it. Yeah. All right, if there are no more questions, Glenn, again, thank you again. Thank you, Sameer. Thank you for the time. It was great talking about what we're doing at Hackensack. It's very exciting. Appreciate it. I will talk to you soon then. Okay, bye bye. Bye bye. All right, so that was the digital transformation story from Hackensack. Next on deck is Victoria, our product manager, who's going to give you some updates on how we're helping not just Hackensack, but our other customers to provide better user experiences for their customers, employees and their service groups. Yeah, this was truly an interesting use case with Hackensack. I really love this example because of sheer complexity of how many goals and objectives the internet and the website have to achieve. It's truly a great representation of one platform in every digital experience. And I'm here to tell you more about Coveo Platform. I am Victoria, so I've been at Coveo for two and a half years now. And it's a privilege to talk about platform. I am usually focused on platform websites use case. But today I'm speaking on behalf of the platform, which includes over seven different product teams, engineering teams and more. Platform in general is very well known for its complexity, for its feature rich interface. It's boasting scalable connectivity, scalable delivery and scalable performance. It's an essential tool that enables unified search through every content management system, every Internet tool and more, whether it's Sitecore, WordPress or Squarespace. Here is one of the major primary investment areas for the past few quarters and moving forward. So I'll touch upon three of them. First is user experience. So if you have not had a chance to use Coveo platform, you can register for a free trial on our website and see the improvements in UX right away. But if you've already had a chance to use Coveo platform, if you're an existing customer, you know how powerful the capabilities of the platform are. In the last few quarters, we have invested in UX specifically to consolidate the user journey on the platform as a Coveo product owner or Coveo product manager. Think of it as making an airplane cockpit into a game console joystick. Coveo is very complex, but it is as enjoyable as if you were playing a video game. So this is where the investment is going towards. This will help you as a result to accelerate time to value, to really help you to operationalize business processes. And the very first investment will be, which was just delivered, is the new edit and preview for searches at relevance. It creates seamless ranking rules with our new experience, and it's here to help you manage relevance by managing ranking scores. And I really love this feature because it helps you to iterate the changes right away and see the preview on the right side. So feel free to check it out on the Query Pipeline tab in the Admin Console. Next, I'm really, really happy to talk about the improvements made to making machine learning models more accessible. I really encourage you to see the Coveo Relevance Cloud session on demand presented by Alain Simoneau. But just to touch upon it, there are UX improvements to make. The power of complex machine learning at your fingertips. That scales as well. And next is a third improvement in the UX category is the improvement in creating a search UI with no code. Just released, and you can check it out either in the trial or production organization of yours, is the ability to spin up a no code search page. It's very easy with a new intuitive builder. It's great for proof of concepts if you want to test out how things will look like. And again, the configuration is hosted with us. It's a very hands free approach, great to have a taste of what a hosted search page is, and a taste of an Atomic open source library. And the search page will be shareable too. Next category of investment done on Coveo platform is developer experience. Whether you are a multinational Fortune five hundred company with operations in over one hundred locations and one hundred languages, or you're a multi brand healthcare company, the ability to cater to developers is essential to scale multi language, multi region deployment, as well as to give low code and pro code search UI options, and to provide enough enablement materials like LevelUp courses and boot camps. The first thing I want to mention in the category of developer experience investment is the improvement in Coveo Atomic Library. Now you might think that Coveo Atomic Library was actually released last year, but the improvements this year are really significant to really accelerate the deployment time. First, we have a lot of different helpful tools to demo the page. You are able to access the new Atomic interactive documentation, which will help you to alter properties, but also see the impact and get a custom code snippet right away. And again, I encourage you to see the Coveo Relevance Cloud Relevance three sixty On Demand session for that. You can also front content from any source using Atomic Library. You can use Atomic in any environment. And finally, just released a week ago, is the command line interface. So Coveo CLI is going to enable developers to spin up a search page right from the terminal. You can also create an organization, an empty org from the terminal, and it's really accelerating the time. So similar to JSUI, except that it allows you to do more theming and customizations, and we are going to see a lot of innovation in the atomic front. Finally, the third area of investment is data platform in infrastructure. You already know that Coveo is scalable with you and with your business, whether you're adapting to traffic spikes. We use the units of query, so we call it query seasonality or spikes, let's say, for Black Friday. The beauty of Coveo platform is that it scales up and down with the demands of your digital property. We have made a few investments to make sure that we have highly available infrastructure. So we're adapting to traffic spikes. We are also doing more investment on advanced reporting and also becoming compliant with ISO twenty seven thousand and one standard. So really, really exciting times. First, truly a demand from customers who are interested to see the full end to end journey of their users on their digital property is our ability to share Coveo data using Coveo Snowflake account. So actually, no, your Snowflake account. So previously you were able to do it with a reader account. Now you're able to extract the data, all the usage analytic interactions, put into a layer and merge it with different sources like Adobe Analytics, Thallium, Marketo, Google Analytics. And it's here to enable enterprise customers to have an analytical solution that scales. Next will be the improvement on having available infrastructure. In addition to becoming compliant, the platform will also make sure to have a proactive measure available for customers who would like to get I guess a peace of mind and sleep at night if there is an AWS outage at some point. Usually it happens at a global scale, but what we want to do is we already have SLAs at ninety nine percent, 0.5.9, but we want to make it an even more active availability. So really, really excited to make Coveo platform even easier to rely on and to improve our data residency. And finally, if you have not seen anything on the roadmap that you think would strike a chord with you, And if you have an idea that you would like to share, we have relaunched a new and improved Coveo Connect Community Ideas tab. So you are going to be able to Actually, you can log in right now and check it out. You're able to submit your idea, collect votes and see live progress, real time updates on your idea, which is really exciting, and we would love to hear about what you think will make the Coveo platform even better. And that's pretty much it on the roadmap updates. I am curious if we have any questions. If you have any questions, please add it in the chat. Victoria, so there's one question, I think it's a commentquestion, which is any chance we could get a histogram of the source rescan and rebuilds? We have nice statistics on how many results per hour, run time, total storage, but I would like to see how much data was crawled over time during the length. Of the rescan and the rebuild? Yep, this is a great question. And if you're not familiar with Coveo platform, basically this question from Ryan, thank you so much, is addressing connectivity. So how does Coveo fetches all of the content from other sources to Coveo platform? Now, if you're using a native integration like with Zendesk or with, let's say, Salesforce, you're able to get fresh content right away as it's being updated. When you're using platform, universal connectors usually allow you the flexibility to refresh content every hour. And what Ryan is asking is to have a report, an overview on the availability of that content and how fresh it is. I actually have an exciting update, which is going to come up very soon. We're doing a full on initiative to revamp sources to be able to show every source owner. So let's say if you have a source that links to your digital property, to your website, your dotcom property, you're able to see what was the last rescan, rebuild and how successful it was. Now, for how performant it is, it really depends on the source. But it's a really interesting idea to have a report on how many documents actually went through the refresh mechanism, the refresh function? This is going to be interesting to discuss with the UX product designers. So actually, Ryan, I'm going to bring up this idea. Really speaking about this right now, and I'm excited to show you some improvements probably coming at the end of this year on the WebSource and WebConnector specifically, which will be our trial for this reporting improvement, and we'll see how the next connectors will adopt this feature. So yeah, I hope that answers the question. Amazing. There are any more questions, please add it to the chat. Victoria, just to give some people a few more minutes to type. You touched on the web source. Any exciting updates that you'd want to maybe hint to us potentially? Yes, great example. I already kind of hinted that we're going to have a report for WebSource available. So if you're logging into the platform and you want to see, Okay, how fresh is the content in my dot com or .ca website, you're able to see it right away on the report. But we are also making more improvements to make the configuration easier. So if you're not a technical person and you want to be able to, let's say, see if I can index a new learning management system, we have this new portal where we store our courses. So I'm going to try to put it inside Coveo and make it available as a search result. Well, at the end of the year, we're going to make a Web Source revamp to have a very, very intuitive way. Again, like I said, making an airplane cockpit as intuitive game console joystick. So trying to make a nice interface that's intuitive to explain core concept on how to fetch Coveo, fetch content and put it inside Coveo platform. So I'm really, really excited to share that. Didn't mention it today, but it will be coming up soon. Decided not to spoil too much. We already had a lot of really great updates today. And I figured I'm like, we could just give a little bit of a sneak peek, but also a little bit of hints of the good things that are coming down the platform. So thank you everyone for joining us today. Again, if you have any questions, please reach out to us. Our team is willing to talk, we're willing to listen. And if you have any recommendations, have any questions about the platform itself, reach out in the community and we're here for having the conversation with you. Thank you again for joining us. Talk to you soon. And thanks so much to Glenn again.