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Building a Foundation for Transformation Self-Service

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.
Recorded Mar 28 2019 36 mins
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Presented by
Mark Floisand, Chief Marketing Officer, Coveo
Presentation preview: Building a Foundation for Transformation Self-Service

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  • Fast-Tracking Your Service Transformation with Salesforce Lightning & Coveo Aug 8 2019 4:00 pm UTC 32 mins
    David James, Product Marketing Director at Coveo & Neil Kostecki, Sr. Product Manager - Salesforce at Coveo
    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.

    Join us for a live demo webinar to learn how fast-tracking your service transformation using Lightning and Coveo can:


    - Improve the agent experience inside Service Cloud to make them more productive and proficient
    - Deliver more relevant digital experiences for your customers on your community or website with chatbots and case deflection workflows
    - Gain deeper customer insights with rich analytics and reports to help your support org make better decisions
  • AI Myths Debunked Series: AI and the Nature of Work Aug 7 2019 4:00 pm UTC 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 Jul 31 2019 5:00 pm UTC 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
    - How to achieve relevance and buyer personalization at scale
  • AI Myths Debunked Webinar Series: AI at your Service Jul 24 2019 4:00 pm UTC 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
    - Real-world applications that meet your customers where they are
    - How to focus your investments to reap the biggest ROI
  • 6 Ways to Increase Self-Service Success on Your Support Portal Recorded: Jun 18 2019 36 mins
    David James, Director, Product Marketing, Coveo
    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 power of AI-powered search to boost customer self-service.
  • Using AI for a More Engaging Employee Experience Recorded: May 16 2019 41 mins
    Sheerine Reid, Director, Product Marketing, and Jason Mlyniec, Customer Success Manager, Coveo
    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 Recorded: Apr 24 2019 32 mins
    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.

    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 Recorded: Apr 18 2019 35 mins
    Mark Floisand, Chief Marketing Officer, Coveo
    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 Recorded: Apr 10 2019 13 mins
    Laurent Simoneau, CTO, Coveo
    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 Recorded: Mar 28 2019 36 mins
    Mark Floisand, Chief Marketing Officer, Coveo
    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 Recorded: Mar 27 2019 14 mins
    Laurent Simoneau, CTO, Coveo
    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 Recorded: Feb 28 2019 38 mins
    Neil Kostecki, Senior Product Manager, Coveo
    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 Recorded: Dec 13 2018 30 mins
    Laurent Simoneau, CTO, Coveo
    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 Recorded: Dec 6 2018 37 mins
    David James, Director, Product Marketing, Coveo
    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 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.
  • The Building Blocks of a Unified Customer Experience Recorded: Nov 1 2018 46 mins
    Judith Platz (TSIA) & Ben Hong (Coveo)
    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 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
    Mike Raley, Paul Knight,, John Ragsdale
    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 Recorded: Apr 15 2016 33 mins
    Listen to this webinar and find out what it takes to create and sustain self-service success.
    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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  • Title: Building a Foundation for Transformation Self-Service
  • Live at: Mar 28 2019 5:35 pm
  • Presented by: Mark Floisand, Chief Marketing Officer, Coveo
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