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Coveo

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  • 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.
  • The Building Blocks of a Unified Customer Experience
    The Building Blocks of a Unified Customer Experience
    Judith Platz (TSIA) & Ben Hong (Coveo) Recorded: Nov 1 2018 46 mins
    When it comes to creating transformative customer experiences, support leaders are often the ones responsible for justifying technology investments. But usually, this transformational journey reaches beyond the four walls of support and requires a holistic “all-in” approach across many departments and lines of business.

    The only way to create a truly relevant, scalable, and successful customer experience from end to end is to unify and measure it across every touchpoint. It’s time for support, marketing, education, and customer success departments to work together to make every interaction count.
  • Insight Engines - The Backbone of Digital Transformation
    Insight Engines - The Backbone of Digital Transformation
    Laurent Simoneau, Co-Founder, President, CTO Recorded: Aug 8 2018 56 mins
    As explained by Gartner, "Insight engines apply relevancy methods to describe, discover, organize and analyze data to allow for information to be delivered proactively in the context of digital workers, customers or constituents."

    We believe they 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.

    Watch this webinar replay with Coveo CTO, Laurent Simoneau, to learn how insight engines are transforming brands and sharing Coveo’s vision for the future. The session covers:

    - 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 in business scenarios
    - Key considerations in selecting the right insight engine for your organization and what it means for your business
  • Create Relevant “Wow” Moments Throughout Your Customer’s Journey
    Create Relevant “Wow” Moments Throughout Your Customer’s Journey
    John Ragsdale, TSIA & Mike Raley, Coveo Recorded: Oct 3 2017 47 mins
    What good is knowledge if it’s unused? And as your business scales, manually tracking, managing and surfacing the right knowledge at the right time can become a herculean task for your employees, and lead to customer frustration from a poor experience.

    Better days – and proven ways – are ahead.

    Listen to this informative and prescriptive on-demand webinar that will reveal ways to elevate your knowledge management game using the Relevance Maturity Model that has proved successful for TSIA member companies.

    In this on-demand webinar you’ll learn data-driven approaches to creating more relevant “wow” moments throughout the support journey, with knowledge as the cornerstone, such as:

    - Self-Service search moments
    - Recommendation moments
    - Case Deflection moments
    - In-app content moments
    - Support engineer and agent insight moments
  • The Secret to Data-Driven Self-Service Success
    The Secret to Data-Driven Self-Service Success
    Mike Raley, Paul Knight,, John Ragsdale Recorded: Apr 6 2017 43 mins
    How do you know if your customers are being successful on your self-service site? That’s the challenge support leaders are faced with when they attempt to understand knowledge usage, drive case deflection, improve experiences, and measure the ROI of their self-service programs. With many disparate systems in place, getting one consolidated view of what customers are looking for, and finding (or not finding) has been nearly impossible. Most common approaches involve a high degree of triangulation and assumptions - which doesn’t necessarily instill confidence in support leaders’ ability to report strong metrics.

    Watch this webinar to learn why search usage analytics is the only way to get a clear vision of your self-service journeys, content consumption and positive outcomes. We’ll share best practices on how to leverage them to:

    - Understand the behavior and success of your users
    - Track the performance of your content and identify gaps
    - Leverage AI to learn from your crowds at scale
    - Accurately measure success and quantify the impact
  • Overcoming the Roadblocks to Self-Service Success
    Overcoming the Roadblocks to Self-Service Success
    Listen to this webinar and find out what it takes to create and sustain self-service success. Recorded: Apr 15 2016 33 mins
    Focus on improving self-service is at an all-time high, with good reason: self-service is less expensive than other forms of support, and customers prefer it. But, is your self-service portal still making it too hard for customers?

    Listen to TSIA’s VP Research, Customer Success & Support Services Judith Platz and Coveo’s VP of Customer Success Jen MacIntosh for a best practices webinar that analyzes:

    - Why so many self-service programs fail, and what it takes to create a winning self-service strategy
    - How advances in contextual search and cloud-powered machine learning make self-service more effortless for your customers – and your team
    - Why you shouldn’t let roadblocks like information silos and ever-changing content stand in the way of delivering the self-service experience your customers deserve.

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