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Coveo

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  • Using AI for a More Engaging Employee Experience
    Using AI for a More Engaging Employee Experience
    Sheerine Reid, Director, Product Marketing, and Jason Mlyniec, Customer Success Manager, Coveo Recorded: May 16 2019 41 mins
    Join us as we explore how leveraging AI can provide employees with:

    - Meaningful interactions to improve proficiency and upskill faster
    - Effortless self-service interactions so that they can be more productive
    - Engaging communities where they can learn and thrive
  • Make Support Personal: Inject Relevance Into Every Interaction
    Make Support Personal: Inject Relevance Into Every Interaction
    John Ragsdale, Distinguished Research VP, Service Technology at TSIA & Jennifer MacIntosh, VP Customer Experience at Coveo Recorded: Apr 24 2019 32 mins
    As your business scales, manually tracking, updating, and surfacing the right knowledge to your customers in a personalized, relevant manner quickly becomes unmanageable. This can lead to inconsistent and unreliable experiences for your customers and places unnecessary burdens on your support staff. Smarter, automated, and more scalable user experiences are necessary to get ahead.

    Join TSIA and Coveo for this 45-minute, prescriptive webinar that will reveal how to inject relevance into your support experiences at every customer interaction. We’ll demonstrate how companies are using AI-powered search and insights to leverage the intent and information behind every touch point of the customer journey to drive contextual, personalized, proactive experiences that result in:

    -Improved self-service success and case deflection.
    -Coherent and unified interactions across all support channels.
    -Better content strategy and user experience decisions based on data.

    You’ll also get a peek at the AI-powered support strategies that pacesetter companies like Salesforce, VMware, and Informatica are using to achieve relevance at every touchpoint.
  • Building a Foundation for Transformative Self-Service
    Building a Foundation for Transformative Self-Service
    Mark Floisand, Chief Marketing Officer, Coveo Recorded: Apr 18 2019 35 mins
    Self-service has proven its worth in driving case deflection, lowering overall support costs and personalizing the customer experience. But did you know that strong self-service programs are strongly correlated to business and support revenue growth, employee retention and overall agent morale?

    To truly reap all of the potential benefits of your self-service strategy, companies must go beyond short-term benchmarking and project-by-project “baby steps.” True transformation starts with a solid foundation that can grow across organizational silos and departmental barriers to deliver relevance across your self-service sites.

    Register to listen to this prescriptive session which will outline vital steps that you can undertake to transform your self-service strategy and understand the true value it is having on your business, underscored by examples from pacesetters and new research showing an opportunity for a dramatic re-think of the metrics that self-service can really impact.
  • Decoding AI: How to Harness AI in Practical Support Scenarios
    Decoding AI: How to Harness AI in Practical Support Scenarios
    Laurent Simoneau, CTO, Coveo Recorded: Apr 10 2019 13 mins
    As support centers embrace the growing shift to self-service, and customer expectations for personalized interactions skyrocket, the ability to deliver relevant support experiences at scale has become business critical. Support leaders must turn to practical applications of AI as part of their self-service and assisted service strategies to achieve more efficient and tailored support delivery— without sacrificing the customer experience.

    In this webinar, we’ll walk through practical, real life examples of how leading support organizations are successfully leveraging AI and machine learning to transform their support operations. Join us for this session to get guidance on:
    -Which areas to focus on when it comes to implementing machine learning (ML) within your support strategy
    -How to assess your support organization’s need for AI based on the current maturity of your support delivery
    -How to evaluate the potential ROI of AI
  • Building a Foundation for Transformation Self-Service
    Building a Foundation for Transformation Self-Service
    Mark Floisand, Chief Marketing Officer, Coveo Recorded: Mar 28 2019 36 mins
    Self-service has proven its worth in driving case deflection, lowering overall support costs and personalizing the customer experience. But did you know that strong self-service programs are strongly correlated to business and support revenue growth, employee retention and overall agent morale?

    To truly reap all of the potential benefits of your self-service strategy, companies must go beyond short-term benchmarking and project-by-project “baby steps.” True transformation starts with a solid foundation that can grow across organizational silos and departmental barriers to deliver relevance across your self-service sites.

    Register to listen to this prescriptive session which will outline vital steps that you can undertake to transform your self-service strategy and understand the true value it is having on your business, underscored by examples from pacesetters and new research showing an opportunity for a dramatic re-think of the metrics that self-service can really impact.
  • Decoding AI: How to Harness AI in Practical Support Scenarios
    Decoding AI: How to Harness AI in Practical Support Scenarios
    Laurent Simoneau, CTO, Coveo Recorded: Mar 27 2019 14 mins
    As support centers embrace the growing shift to self-service, and customer expectations for personalized interactions skyrocket, the ability to deliver relevant support experiences at scale has become business critical. Support leaders must turn to practical applications of AI as part of their self-service and assisted service strategies to achieve more efficient and tailored support delivery— without sacrificing the customer experience.

    In this webinar, we’ll walk through practical, real life examples of how leading support organizations are successfully leveraging AI and machine learning to transform their support operations. Join us for this session to get guidance on:
    -Which areas to focus on when it comes to implementing machine learning (ML) within your support strategy
    -How to assess your support organization’s need for AI based on the current maturity of your support delivery
    -How to evaluate the potential ROI of AI
  • Building an Intelligent Self-Service Journey Map
    Building an Intelligent Self-Service Journey Map
    Neil Kostecki, Senior Product Manager, Coveo Recorded: Feb 28 2019 38 mins
    The customer community. Product information pages. Your website. The support site. How many different places do your customers visit when they are self-serving?

    Your customers are using multiple channels to find the information they need as part of one continuous self-service journey—and it’s time to approach your self-service strategy the same way. With so many touchpoints in different channels in the customer service journey, support leaders are faced with a unique challenge to unify the interactions and data in their self-service strategy to meet the demand for relevant and effortless experiences.

    An intelligent self-service strategy outlines every touchpoint of the support journey and the experience it should deliver, based on the customer’s context and intent. In this session you’ll learn how to build a self-service journey map that will help you outline:

    - A process to create and reuse support knowledge and content in the flow of work and self-service.
    - A map of your support touchpoints and how they should leverage the context, information, and behavior other touchpoints are capturing in order to deliver relevant and consistent experiences.
    - Which metrics and KPIs you need to track for each channel to measure success and create a continuous cycle of improvement.
  • Insight Engines: Unifying Relevance Across Your Digital Experience
    Insight Engines: Unifying Relevance Across Your Digital Experience
    Laurent Simoneau, CTO, Coveo Recorded: Dec 13 2018 30 mins
    The only way to create a truly relevant and scalable end-to-end digital experience is to unify every touchpoint across your organization and measure success.

    Insight Engines make that possible and are at the core of the digital transformation for today’s leading organizations. Many of which are already benefiting from significant business outcomes driven by relevant, personalized and contextual interactions.

    Insight engines will soon power the digital interactions of every employee, customer and partner, across industries and product offerings.

    Coveo CTO, Laurent Simoneau, will be hosting a value-packed webinar on December 13 at 1pm ET, uncovering how insight engines are transforming brands like Salesforce, Logitech and Honeywell, and sharing Coveo’s vision for the future. We’ll cover:

    -How AI-powered search and relevance are at the core of insight engines
    -Different ways to leverage insight engines across your entire organization to create a truly unified experience
    -Real applications of AI-powered search and recommendations in business scenarios
    -Key considerations in selecting the right insight engine for your organization and what it means for your business
  • Best Practices to Increase Self-Service Success on Your Support Portal
    Best Practices to Increase Self-Service Success on Your Support Portal
    David James, Director, Product Marketing, Coveo Recorded: Dec 6 2018 37 mins
    It’s no surprise when it comes to resolving issues and finding information, customers prefer self-service. And organizations prefer it because it dramatically reduces support costs. But if you want to make great self-service a reality on your support portal, you need to give customers an intelligent and intuitive search experience and proactively recommend content that can help.

    Join us for this live webinar to learn the 6 best practices to increase self-service success & boost case deflection.

    In this webinar, we will:

    -Dive into what great self-service looks like and show you the formula for creating relevant support experiences
    -Share case study examples of successful support portals and communities using Coveo
    -Answer questions about AI-powered search capabilities

    If you’re a Customer Service Innovator, a Community Manager, or interested in the latest self-service trends, you won’t want to miss this info-packed session on the the power of AI-powered search to boost customer self-service.
  • Make Web Experiences Personal: Use AI to Inject Relevance into Every Interaction
    Make Web Experiences Personal: Use AI to Inject Relevance into Every Interaction
    Simon Langevin, Product Manager, Coveo Recorded: Nov 29 2018 36 mins
    Manually personalizing your digital experience for every website visitor is near impossible. Having your team track, update, and deliver the most relevant content, the moment it’s needed, is just not feasible. This approach can lead to inconsistent and unreliable experiences for customers, places unnecessary burdens on marketing and web teams, and significantly increases cost of operation. Smarter, automated, and more scalable technologies are necessary to both satisfy today’s relevance-seeking customers and stay ahead of competition.

    This webinar reveals best practices on how to inject relevance and personalization into your website experience. We’ll demonstrate how companies are using AI-powered search and recommendations to leverage the intent and information behind every touch point of the web journey to drive contextual and personalized experiences that:

    -Increase conversion rates by providing relevant search results
    -Increase website engagement through proactive recommendations
    -Drive higher customer lifetime value
    -Empower your marketing team with insights on your visitors’ content consumption and trends


    You’ll also get a peek at AI-powered strategies that pacesetter companies are using to deliver relevance at every touchpoint.

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