Don’t look twice, but you’re losing B2B customers to sites that offer a B2C experience. B2B customers are also ...
Read moreHealth insurance executives understand the importance of relationships. In an industry where the primary commodities are trust, security, and protection, an insurance provider’s ...
Read moreBefore the covid 19 pandemic, the health insurance industry was changing rapidly to meet consumer demands. The pandemic accelerated a change in service delivery, moving ...
Read moreIn our previous piece, we explained how your customer service agents could benefit from an insight panel. From helping them find the right information ...
Read moreIn 2019, insurance software company HealthEdge surveyed 5,000 people and found that 78% of respondents were satisfied with their health insurance providers – except in one area. Consumers ...
Read moreIf you are reading this blog post, chances are you like reading in general. Plot twist – so do we at Coveo! Books are a ...
Read moreWhen it comes to choosing a site search tool for an ecommerce platform, evaluating options is far from simple. Most vendors tout AI capabilities. ...
Read moreWe’re delighted to welcome the publication of The Forrester Wave™: Cognitive Search Q3 2021, which names Coveo as a Leader. The report evaluated 13 vendors ...
Read moreWhen it comes to improving ecommerce site search, marketers and website managers are often their own worst enemy. For a large website with thousands ...
Read moreWhen it comes to digital shopping experiences, search personalization is more important today than ever before. If in 2019 about 60% of shoppers expected personalized content, ...
Read moreWhat would you do if you had access to a hive mind? The thing is, you do. It’s in your pocket, and it’...
Read moreThe customer service agent’s job is getting more difficult. By the time customers contact an agent, they’ve probably been routed through several ...
Read moreIn a previous article we addressed how, despite having machine learning, digital merchandisers are forced into manually managing synonyms. We showed how it is ...
Read moreThe promise of automatic synonym detection is a key feature request of most search architects. After all, who wants to dig around in query ...
Read moreFaceted search is one of the most important search innovations of our time. Yet while faceted search is now a standard feature of most ...
Read more“Insight Engines” win praise from Gartner1 every year. You have read the reports. You might have even started implementation. But what exactly is an ...
Read moreProperty and casualty insurers (P&C) are missing opportunities to expand share of wallet by not serving clients with personalized services—and the gap ...
Read morePersonalization is one of the biggest marketing trends and is becoming the norm in the industry. Customers are becoming more and more impatient when ...
Read moreCold-start shoppers and “head” searches can increase your site traffic and revenue – as long as you treat each of them as jumping off points ...
Read moreWith an edict to enable personalized experiences, it’s important to have a platform that is flexible enough to meet the myriad requirements that ...
Read moreI have been recently trying some new technologies, such as our own Coveo Headless Library, which aims to replace Coveo JavaScript Search Framework with ...
Read moreLast year at this time, I was faced with a professional decision. Option 1: Stay in the company I loved, with people I admired, in ...
Read moreIf the future is omnichannel then let’s start with the basics: What is omnichannel retail – and are multichannel and omnichannel the same thing? ...
Read moreFor those of you keeping track of where Coveo’s research scientists are presenting – we are thrilled (and proud) to announce that Coveo will ...
Read moreAt Coveo, Customer Success (CS) is more than a department, it’s a commitment to our customers, a critical part of our growth, and ...
Read moreInvisible banking sounds like something out of a tech noir movie – behemoth financial institutions doing things outside of the government eye, evil villain style. ...
Read moreSo you’ve stood up your community and customers have yet to march through the streets, singing your praise. Maybe your self-service adoption is ...
Read moreConventionally, B2B businesses have considered B2C website features to be irrelevant. There’s a common consensus that flashy features only fit the ...
Read moreAs more and more business moves online, customer expectations around digital experiences are increasing, too. According to Brendan Witcher of Forrester, a leading expert ...
Read moreIt’s a mistake to underestimate a person’s intuition. You might get away with it once in a while, but the risk-reward usually ...
Read moreFor the first time in recent months, the light at the end of the tunnel is no longer the COVID-19 train threatening to decimate ...
Read moreEver since the debut of Salesforce Portals (re-architected and renamed “Communities” in the Summer ‘13 release, and “Experience Cloud” in September of 2020), Salesforce Experience Cloud ...
Read moreProduct availability, Product pricing. Product information. These are the three keys to being a top-of-mind supplier. This is why manufacturers are spending millions on ...
Read moreBased on my experience of my teenagers, friends’ comments on social media (and my own behavior) it is clear to me that today’s ...
Read moreB2B Wholesalers are ramping up investments in digital experiences in response to increased demand for vendor evaluations – as they look to promote buyer ...
Read moreSome may call it efficient, others may call it lazy. Bottom line: Software Developers/Engineers want to do the most with the least effort, ...
Read moreThe WSDM (pronounced “wisdom”) conference was scheduled to be in Tel Aviv this year, but as with everything else, it ended up being turned ...
Read moreThe key to boosting your SEO is having great product descriptions plus great search on your site. It’s conceptually simple but rarely considered. ...
Read moreCustomer-centric businesses have invested substantially in self-service technologies and content to deliver great customer experiences. Chatbots, virtual agents, community forums, multi-channel service options, and ...
Read moreCustomer demand for support services will continue to grow at an average rate of 17.6 percent industry-wide and even higher for some segments of the ...
Read moreIf you’re a business owner today, you’ve likely been told that you “need some AI” to succeed in the marketplace. Indeed, the ...
Read moreDell pioneered the “configure to order” approach to PC manufacturing in the 1980s. Today the company is a large multinational with several different brands ...
Read moreAs devoted readers know, we often remark that a huge portion of Ecommerce research is hardly relevant for practitioners outside of the few retail ...
Read moreI’ve been working in the support world for a long time. Having started my career as an engineer, I’ve been used to ...
Read moreIt’s no secret that marketing is about being relevant to prospects. It’s how marketers are able to get people to open their ...
Read moreIn the world of ecommerce, consumers expect frictionless experiences that instantly meet their needs. Things like one-click checkouts or same-day shipping can no longer ...
Read moreIt wasn’t until I found myself working from home that I realized just how often I turned to my nearby colleagues to ask ...
Read moreOne of the biggest business headlines of the past year has been the accelerated growth of ecommerce due to the coronavirus pandemic. In 2020, online ...
Read moreMachine learning has given us a golden opportunity to build better customer service experiences — for customers and agents — based on what people actually want ...
Read moreIt’s a big ask, this constant push for service leaders to do great by customers — while simultaneously cutting costs. Layer in a level ...
Read moreI’ve been advising companies on how to improve Support outcomes for nearly 20 years. Most of these efforts involve investments in new support technology ...
Read moreDelivering millions of unique experiences to millions of people – that’s what creating personalized, relevant content achieves. Coveo’s CEO, Louis Tetu, talked with ...
Read moreWith the accelerated advancement of digital transformation, Customer Support teams have more channels and more data than ever before to manage. The 24/7 nature of ...
Read moreEcommerce complexity is a reality for every manufacturer. Multitudes of processes and an array of data management programs are compounded by a dizzying amount ...
Read moreA company can’t ever just set and forget pricing. And at Coveo, we treat pricing like we treat our product, meaning that we ...
Read moreOnline shopping’s big moment came in 2020. According to Digital Commerce 360, online sales increased on B2B ecommerce sites by 10 percent, jumping more than $13 ...
Read moreLet’s not kid ourselves here. If I were to ask you what first comes to mind when you think of technical support, what ...
Read moreFour years a Leader. Coveo has once again been named a Leader in another independent research firm report – recognition of the impact Coveo is ...
Read moreIt was just a year ago that the Coveo offices (and almost all the world) shut down because of the pandemic. In looking back, ...
Read moreFor your sales reps, their Customer Relationship Management (CRM) platform is the go-to location for the information they need to move deals through the ...
Read moreMachine learning turns the concept of the workplace intranet on its head. Instead of frustrating trips around different data stores, employees can ask an ...
Read moreThe age old question of build vs buy. The answer? It depends. Consider: A handy father of three got a copy of blueprints for ...
Read moreEven before Covid-19, banks were feeling the pressure of fintech competition to provide better customer service and usability. The inability to conduct in-person transactions ...
Read moreWe don’t need sophisticated Machine Learning to know that many products in Ecommerce are seasonal – we buy swimsuits in the summer and jackets ...
Read moreThe shift to a work-from-home-first mentality has changed a lot about the nature of the employee experience—especially the coveted office perks. Goodbye, lunchtime ...
Read moreDigital retailers are sensitive to wanting to provide relevant experiences to people. But it turns out that relevance is highly nuanced, particularly in Ecommerce. ...
Read morePeople are constantly interacting with information. From browsing Pinterest for decor ideas to looking to buy a new coffee machine, we interact with information ...
Read moreHow many of you have increased your online shopping during the COVID-19 pandemic? According to UN statistics, global online shopping has risen ten percentage ...
Read moreAt Coveo we like to say that we have created an internship environment that is collaborative, welcoming, and, at the same time, full of ...
Read moreIn early December, we had the chance to remotely attend two major events in the AI community: COLING and NeurIPS. As is usually the ...
Read moreThe SaaS-fueled app-ification of consumer and enterprise software is driving more companies to hone in on the user experience; by evaluating the opportunity for ...
Read moreJumping into the New Year, most of us would like to forget 2020 ever existed. However, then we would have missed some really great research ...
Read moreDid you notice our new look? That’s right: For 2021, we have a brand new logo, along with some other tweaks to our appearance. ...
Read moreData is today’s currency, but what good is a currency if it is foreign to the country in which you are living? Or ...
Read moreLet’s get tickets for a concert this weekend! We all look forward to saying those words again. Social gatherings, events and activities will ...
Read moreWhen discussing native search integrations within Sitecore, there have only ever been three real players in the game: Solr, Azure, and Coveo. While each ...
Read moreHave you searched for something on Google Drive or SharePoint lately? Better question – have you actually found it? Sure, if the name of what ...
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