Hi, everybody, and a warm welcome to Relevance three sixty. We're glad you're here. I'm Laurent Simonau, CEO and founder at Coveo. I Agentic lot of time with organizations just like yours talking to leadership teams about their top priorities around AI, generative AI and agentic experiences. And here's what I'm consistently hearing. Despite the focus, despite the funding, most organizations are still struggling to see real results. AI initiatives are stuck in AI. Gen AI adoption is slow. Agentic use cases are challenged to scale, but there's hope. Coveo's AI search and product discovery fuels relevant digital buying experiences for some of the world's most iconic b two p and b two c organizations from US Foods and Boston Scientific to Nespresso and Calarus. These leaders aren't stuck in AI experiments that under deliver. They invest in AI that gets measurable results and they trust Coveo to make it happen. Relevance three sixty for commerce is where digital leaders come together to explore what's really working AI and how to make it real inside your organization. If you're planning to scale AI across the buying journey, reinvent product discovery with generative capabilities or explore with Agentic commerce actually looks like, this hour is for you. This is what we do best in commerce, service, websites, and the workplace, bringing relevance to every point of experience. We want you in the conversation. Our experts are here and ready to engage. So please use the q and a panel to ask your questions throughout the session. We will be watching closely and doing our best to address as many as we can along the way. Let's get started. Our first discussion is with a customer I already mentioned, Boston Scientific. Boston Scientific has turned search into a growth AI, delivering double digit gains in revenue, conversion, and retention. Now with AI advancing into an intent engine, Boston Scientific is setting a new standard for customer experience and sales efficiency. Shireen Deirdre, Dallas Moore. Thank you, Laurent. And, Dee, thank you so much for joining us today. Over the last few years, you and your team at Boston Scientific have embarked on what I would call a rather ambitious journey. I'm so excited to share with our audience. Let's just jump in. Okay. AI? Let's get started. Sounds good to me. Thanks for having me. You're welcome. So first off, tell us a little bit about, you know, Boston Scientific for those that might not be familiar with what you do. Yeah. So we are a, seventeen billion dollar manufacturer of medical devices. The work we do is very impactful, matters a lot to us. We are Massachusetts based, but have about a hundred and twenty seven countries we operate in around the world. And just in the couple minutes that you and I have been talking, we've treated over five hundred patients. So it's just an incredible opportunity, to for me to work at a company of such, great impact on patients around the world. Absolutely. So but you didn't start your career, correct, at Boston Scientific? You started at Maybe not. B2C space, and then you moved, to Boston a few years ago. So what is it that that brought you there and what do you love about your job? Yeah. So I got a little bit of a nontraditional start into medical device. I was always in, retail at different brands AI Staples, Vistaprint, and then most recently with, Converse and Nike. And, I made the leap to b to b because of the opportunity I saw that, this was a, you know, company who, was beginning digital transformation, but had such an opportunity in front to really change the way customers were doing business. And, I got approached by one of my former business school roommates, and they had heard voice of customer that customers loved our devices and loved our reps, but, we were hard to do business with and they wanted to change that. So I took this opportunity really because I saw what an impact we could make across digital as well as just getting our products into the hands of more physicians to treat more patients worldwide. Wow. That's exciting. So I heard the magic words, digital transformation. So and you hinted at a little bit around those pain points. So what really was the driver behind Boston Scientific really wanting to change the way they were doing business? Can you AI it out? About that. Yeah. AI came down to a few factors. So, the first one is we are a very voice of customer driven business. So whether that customer is our rep or our end customer, you know, hospitals and ambulatory surgery centers that purchase from us, We listen to them and so they, you know, they really wanted an easy way of doing business. And our reps, you know, they're highly clinically trained. They're in cases with physicians and we want them to focus on that because that ultimately impacts for the better patient outcomes. And so we don't want these reps spending their time, you know, calling in, trying to get tracking numbers, and, you know, placing a repeat order for a customer. And all important for business, but just areas that not only can be improved for the rep and be more efficient, but our customers prefer doing business that way too. So it was just kind of an all around win win situation to start looking at how we could automate and transform pieces of our business, overall. K. So so you decided to deploy a ecommerce platform, and you went from what was catalogs, like paper catalogs to digitize everything. Correct? Correct. Yeah. So when I came in, we had just purchased a commerce platform, and, I was the first person in with, you you know, any kind of ecommerce experience. And, the team had, purchased this platform with the intent of launching about six months later. And, so, you know, quick funny aside, I asked, you know, where is the PIM system and the, you know, the digital catalog, the where you store your data. And, finally realized there is no PIM system when they handed me a physical catalog. And so we're kind of like, well, that's where we're starting our journey. Okay. So we began the effort of digitization for product information enrichment, product imagery that all had to be redone or not redone, like done in some cases. So, you know, just making sure we had a good, digital experience to provide to our customers. But that's where we started. And so we ended up launching commerce back in twenty twenty one, within one of our divisions here at the company. And, have since grown to our entire product catalog, and we're in the midst of global expansion right now, into our EMEA markets as well. And so, it's just been a wonderful journey. But early on, we started hearing feedback that, you know, the the customers love the AI, kind of compared it to an Amazon like experience that just made their lives easier. But we started hearing feedback that they were having trouble finding products on our site. So we started to get inklings that maybe search, was an area that we could improve on. K. So now you hit a stumbling block, which was search. How did that impact a bit the tell us a little bit about how it impacted the customer experience and also on the sales rep side? Because a lot of times we hear, you know, from the market that the sales reps, sometimes they're a little bit reticent about going digitizing everything because they feel like the, you know, the orders are gonna be going AI, and they're gonna be losing out on that customer interaction. Was that the case at Boston AI, or it was a little bit different in terms of a point of view from the sales reps? Yeah. It was a little bit different, which was great for us as a company and our rollout plan. So, we very intentionally roll out commerce through our reps. And, the reps understand that they're, you know, very clinically trained and, out to kind of help physicians, you know, with those cases. And so they also appreciated the effort to try to get this kind of administrative burden off their plate. And so automation generally was a very good thing for them. The only problem was that as customers had trouble finding products, I'll give a quick example. You know, we don't make, twelve hundred stents in this company, but when you search to the word stent, you got twelve hundred results. And so, you know, with twelve hundred results in front of you, you don't know what to buy. You don't know whether that's the right product or not. And, we deal with a lot of, buyers who are not clinically trained. And so, product differentiation is not easy for them to determine. So basically, what was happening was when the search results weren't spot on, they would go back to either texting or calling their rep or calling into our customer service organization. And that obviously is kind of defeating the purpose of what you want a system like that to be doing. So, we knew we needed to put a better solution in place. We didn't really know what that looked like just yet, but we knew that we were we didn't wanna go the opposite way where they went back to texting their rep, you know, for order status. Where's my order? Or, you know, heaven forbid, the rep is on vacation and getting texts about what product should I order? Where is it? Is it is it you know, is this product available? You know, can you send me an invoice? Can you send me a packing slip? So those were all the things we didn't want them handling. And so it all started with the product information being easily searchable. Amazing. So you've seen major gains, I guess, across all the KPIs that you were looking to drive. So terms of, you know, engagement in that search box, also, conversions, revenue. But putting all that aside, which is great. I don't wanna put it all aside. But, question I have for you is, like, what what is really the the most meaningful change in terms of your customers and then also your sales reps? Because at the end of the day, you know, it's the experience that that your customers, do on a day to day with Boston Scientific that is most important. Right? I love that question because, the way I think about everything we do in digital is either customer experience or sales rep experience. And so if you look at that, I always say, well, the biggest improvement we've seen in the customer experience is they no longer see us as hard to do business with. We've seen, revenue go up. We've seen customer satisfaction increase. And we've seen, inquiries into our customer service organization, go down. We don't have phone you know, as many phone orders anymore. So just all great, you know, experienced drivers. On the rep side of things, you know, they, you know, they are our biggest champions internally. They are the ones who take commerce to their region meeting and tell all the other reps about it so that, they jump on it and wanna use it themselves. And so, where we put a ton of energy and time and really probably investment into change management, you know, back when we launched in the early days, it kind of travels by word-of-mouth now, and, it's part of the onboarding process. And so it's just been great to see our reps be so supportive of it. Their efficiency is everything for us, because we want them to be in more cases and impacting more patients in a positive way. Wow. I love that. The rep's promoting it. Yes. Yeah. Excellent. Alright. So we've we've talked really about a shift in thinking, and I know we've had discussions over the last few months, especially around, you know, that search box and the need to evolve it into more of an intent box than just a search box. So people come to your site probably with different intents, and you wanna capture that and you wanna bring bring them the most relevant experiences that they can have on your site. So with that in mind, how how are you and Boston Scientific thinking about, you know, your road map going forward? Because you've done a lot, but now you're at kind of a fork in the road where you have to understand where you're gonna evolve your experience going forward. Absolutely. I would say we've done a lot, but I think commerce is changing faster than it's ever changed right now. You know, I can see a day where, the traditional website that we have now is probably not the main interaction point for a customer, and a rep. And, we've got to evolve quickly with them. And so couple areas we're looking at, first is personalization. You know, how do we use AI for personalization? How do we bring an even more rich experience to each customer, so that, they feel special. And they can get in there and do what they need to do as fast as possible so they can move on with their day. I always remind myself, finding products, ordering products, tracking them, That is not their main job. And that is not something anyone really wants to spend a lot of time on. So the faster we can make that, the better. And then when you you talked about intent box, like, I love that concept because, you know, we've looked at, do we do chat? Do we do, product documentation on the side? Is it a separate site? None of that's ideal. If a customer can come in and it's super obvious where to ask a question, Regardless of what that question is, that's super exciting. So for us, looking at the intent box as AI of a place that a customer could come and say, where's my order? Or they could say, I'm looking for a product that does this. Or they could say, you know, show me the product manual for, one of my pieces of equipment. You know, those are all very real use cases for us where a customer doesn't have to sit there and say, do I ask the question up here? Or do I ask it down in the chat, or do I go to a separate site? You know, we're just trying to remove that friction for a customer and get more towards that, model that everyone's getting used to in the customer experience of just being able to ask your question. Amazing. I love that vision, and, I'm sure that, knowing you, you're going to spearhead it, and it will come to fruition, and we'll help you, of course, along the way. So glad we you were able to share your story with us today. Thank you so much for your insights. And for those who wanna learn more about Boston Scientific's experience, then please see the chat because our team is sharing links on, our recent blog posts about some of the presentations that you've done while on the road and at trade shows. And we also have a an amazing case study with Dee and our team. So thanks again. And now, for our last session of the day, it's with, Peter Curran. So Peter is Coveo's general manager of commerce, and he's going to share his thoughts on the rise of Agentic commerce. Peter, take it away.