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Create Relevant “Wow” Moments Throughout Your Customer’s Journey

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
Recorded Oct 3 2017 47 mins
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Presented by
John Ragsdale, TSIA & Mike Raley, Coveo
Presentation preview: Create Relevant “Wow” Moments Throughout Your Customer’s Journey

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  • AI-Powered Search & Recommendations for Customer Service Sep 17 2019 4:00 pm UTC 49 mins
    Rachel Bosley, Marketing Manager at Coveo & Micheal Wong, Solution Engineer at Coveo
    You’re invited to a live demonstration of Coveo’s intelligent, self-learning search & recommendations technology.This live 45 minute tour will explore our offerings for self-service and customer support.

    - During this session we’ll also show you how our technology can help you to:

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    - Empower your service agents with the most relevant information available to make the best, most informed decisions

    - Leverage your data and insights to create a self-service experience that gets better with every interaction
  • Building a Foundation for Transformation Self-Service Sep 12 2019 5:00 pm UTC 35 mins
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    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.
  • How to Use Intelligent Site Search to Increase Conversions Aug 27 2019 6:00 pm UTC 55 mins
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    Your customers don’t have time to browse all over your site. They want to search for – and find – what they need quickly and easily through personalized experiences. And with site search users being up to 5 times more likely to convert, the stakes for relevant results and recommendations are higher than ever before.

    In this webinar, you will learn how Motorola Solutions is adapting its digital strategy to the changing expectations of their customers. Jon Rossman, Solutions Digital Experience Manager at Motorola will share his experience and lessons learned from creating a more relevant, unified and personalized website experience. You’ll hear practical tips to increase website traffic and conversion, and strengthen the relationships with your brand. Additionally, you will learn:

    · Motorola’s strategy and roadmap to create relevant experiences at scale
    · Simple site design and functionality changes that can have a big impact on search
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  • B2B Site Search Best Practices: Give Customers What They Need, When They Want It Recorded: Aug 20 2019 60 mins
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    Are visitors looking for a needle in a haystack when they come to your website? Prospects and customers have an insatiable need for information. If they can’t find what they are looking for quickly and easily, they will stop looking and leave.

    That’s why personalized search results delivered with lightning speed are critical. Search is the most popular site function for manufacturers, and the biggest indicator of a customer’s intent to purchase from distributors. The website is now a crucial priority that directly impacts business revenue.

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    Attend this webinar and learn:

    - How to plan and execute a large search-enabled site on time and on budget
    - Why machine learning, AI and a server-less environment are key to delivering quality content for every search use case, every time
    - The efficiencies of enabling business users to manage search right from Sitecore
  • Fast-Tracking Your Service Transformation with Salesforce Lightning & Coveo Recorded: Aug 8 2019 32 mins
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    The customer community. The contact center. The self-service support site. The chatbot you’re struggling to implement.

    With so many customer touchpoints, how do you keep pace and transform your service delivery to ensure customers and support agents alike are delivered the most relevant content, in the right context and at the exact moment of need?

    Coveo for Salesforce brings AI-powered search and recommendations directly inside your Service Cloud, Community Cloud, Sales Cloud and Salesforce Platform investments. The best part? Coveo is Lightning ready. So goodbye to custom coding and hello to drag and drop components. Whether you’ve already made the switch, or you’re looking to make the transition to Lightning, we have you covered.

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  • AI Myths Debunked Series: AI and the Nature of Work Recorded: Aug 7 2019 45 mins
    Stephen Rahal, Director, Product Marketing, Coveo
    The biggest fear in the advancement of AI is its impact on our work. But we’ll look beyond the most common myths to uncover and understand the supporting role AI and machine learning can play in helping workers grow and perform in their roles, and how relevancy can be injected throughout the employee experience. In this webinar, you’ll learn:

    - The relationship between AI, machine learning and knowledge work
    - Work scenarios that are optimized through the practical use of AI
    - How to digitally-enable your employees and deliver a consumer-like experience
  • AI Myths Debunked Series: AI and How We Buy Recorded: Jul 31 2019 43 mins
    Simon Langevin
    We crave personalized buying experiences. Too much choice stresses us out. In this session, we explore some of the misconceptions about delivering relevance throughout the buying process, and engage with experts to learn how pairing AI-powered site search and recommendations can reduce frustration and increase conversions.

    In this webinar, you’ll learn:
    - The relationship between AI, machine learning and purchase behavior
    - Examples to help shape your personalization strategies
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  • AI Myths Debunked Webinar Series: AI at your Service Recorded: Jul 24 2019 44 mins
    Neil Kostecki, Sr. Product Manager, Coveo
    There are times when service automation goes all wrong. Instead of enhancing the customer experience, it hinders it. But AI and machine learning have the power to create experiences that keep customers coming back. Join us to break through the myths and learn how to empower customers and agents in the delivery of intelligent support.

    In this webinar, you’ll learn:

    - The relationship between AI, machine learning and service
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    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.

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    In this webinar, we will:

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    John Ragsdale, Distinguished Research VP, Service Technology at TSIA & Jennifer MacIntosh, VP Customer Experience at Coveo
    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.

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  • Building an Intelligent Self-Service Journey Map Recorded: Feb 28 2019 38 mins
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    The customer community. Product information pages. Your website. The support site. How many different places do your customers visit when they are self-serving?

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  • Insight Engines: Unifying Relevance Across Your Digital Experience Recorded: Dec 13 2018 30 mins
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    Insight engines will soon power the digital interactions of every employee, customer and partner, across industries and product offerings.

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    -Different ways to leverage insight engines across your entire organization to create a truly unified experience
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    -Key considerations in selecting the right insight engine for your organization and what it means for your business
  • Make Web Experiences Personal: Use AI to Inject Relevance into Every Interaction Recorded: Nov 29 2018 36 mins
    Simon Langevin, Product Manager, Coveo
    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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    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.

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  • Insight Engines - The Backbone of Digital Transformation Recorded: Aug 8 2018 56 mins
    Laurent Simoneau, Co-Founder, President, CTO
    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 Recorded: Oct 3 2017 47 mins
    John Ragsdale, TSIA & Mike Raley, Coveo
    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 Recorded: Apr 6 2017 43 mins
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    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
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    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.
Make Business Personal
As the pioneers of cloud-based AI-powered search and recommendations, we have always been driven by making the lives of our customers easier and the relationship with their customers more meaningful.

Our mission is to transform your business by helping your organization to deliver more personalized experiences at scale, by ensuring that every customer, partner and employee has contextually relevant information at every touchpoint of their journey.

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  • Live at: Oct 3 2017 1:30 pm
  • Presented by: John Ragsdale, TSIA & Mike Raley, Coveo
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