Two months ago, I celebrated my fifth year of employment at Coveo. Even though it’s a great milestone, I’m even prouder of ...
Read moreWithout a doubt, the global pandemic has impacted customer service operations and call centers in several ways. From shifts in overall business strategy, to ...
Read moreA key differentiator of search technology vendors today is the notion of providing unified search. To explain what ‘unified search’ is, we have to ...
Read moreThe online customer experience is more important than ever. And, as expectations rise, so do the challenges for organizations of all kinds. That was ...
Read moreI have some good news for teams using Salesforce in service and support. But first, a flashback. Disclaimer: I’ve never worked as a ...
Read moreSearch relevance might seem like a tricky topic; what’s relevant to you when it comes to the term ‘cartoon’ may be leagues different ...
Read moreSearch relevance refers to a search engine’s ability to provide the most significant results to address the searcher’s needs and satisfy their ...
Read moreSearch is having a moment. Again. It’s not as if we haven’t always wanted search engines that bring us the most relevant ...
Read moreWith online becoming the only retail channel, customer expectations for the digital experience you deliver have increased. This means the mechanisms that could traditionally ...
Read moreIf you’re looking for a philosophical, view-from-thirty-thousand-feet take on enterprise digital transformation, this isn’t it. Nor is this another post waxing lyrical ...
Read morePlanning an enterprise search engine replacement is much like replacing a cell-phone from 10 years ago with the latest model. There is not just a ...
Read moreEnterprise search seems simple, belying the complicated decisions involved with enterprise search engine replacement. You type a phrase into a box, press enter, then ...
Read moreIs your company still searching for great search? The intersection of audiences and the content they’re searching for—that is, giving the right ...
Read moreWelcome to Whiteboard Wednesdays, our new learning series where Coveo experts teach you how to build great search experiences. Episode 1 dives into exposing your ...
Read moreCreating a clean, complete product catalog for your ecommerce site is like setting up a neat, orderly storefront. You carefully scoped out real estate, ...
Read moreBy Jackie What do you believe more: what your customers say, or what your customers do? While a definitive “I am looking for <insert ...
Read moreChanging agent behavior is hard. They’re only human, and humans enjoy consistency. But if you’re going to future-proof your company, change is ...
Read moreEnrichment—a word that you can almost feel, like rubbing silk between the fingers—conjures images of incremental luxury, of things getting better bit ...
Read moreOnce upon a time, if a company wanted to harness its user behavior data, it would need to hire an entire team of data ...
Read moreDigital assistants are just one example of how the Internet of Things (IoT) has penetrated our daily lives, both personally and at work, and ...
Read moreToday’s digital-first consumers—who are also patients—have increasingly higher expectations regarding their interactions with their healthcare providers’ online presence. Basing their opinions ...
Read moreHow familiar are you with digital behavioral data? Let’s put it another way. You know that feeling when you walk into your favorite ...
Read moreImagine being asked to oversee an agile development team tasked to build new search experiences over a large-scale dataset with thousands of new documents ...
Read moreWe’ve been saying for some time that it isn’t about the persona – it’s the person. So today we are modifying that ...
Read moreAs AI becomes more widespread in ecommerce, two topics many are interested in understanding are clustering and classification. In a nutshell, these techniques use ...
Read moreCoveo’s Query Suggest model provides highly relevant and personalized suggestions as users type. In this blog post, I will explain how Query Suggest ...
Read moreA clear structure on the page makes it easy for search-oriented machine learning models to understand content and rank the relevance of the information ...
Read moreI confess, developing search engines is one of my favorite technology initiatives. I can totally relate to chief technology officers, product managers, architects, software ...
Read moreWhile the Information Age has certainly opened the floodgates for people to access information like never before, companies are only now shifting their focus ...
Read more“If you’ve been thinking that product-led sounds similar to design-led, you’re right—the empathy and innovation inherent in design-led thinking is a ...
Read moreIt’s arguable that organic traffic is the most valuable marketing channel there is. But there’s a cold war going on between tech ...
Read moreDigital shopping isn’t what it used to be. As people increasingly turn to ecommerce channels, especially as a result of COVID-19, consumer expectations ...
Read moreWhat is semantic search? Semantic search refers to a family of information retrieval techniques that focus on query context and relationships between words to ...
Read moreI live in San Diego and Google knows it. Whenever I open up Chrome to scout almost anything—a burrito spot, baseball scores, etc.—...
Read moreSAP Commerce (née SAP Hybris) drives some of the world’s biggest ecommerce sites, including Bosch, Sigma Healthcare, and Office Depot. It seamlessly ...
Read moreThe coronavirus pandemic has transformed the way we shop. The dramatic rise in online B2C shopping tends to grab most of the headlines. ...
Read moreWhen a support case is opened, nothing is more frustrating for the agent than not understanding the context of the case. Agents often struggle ...
Read morePhilosophy provides some big questions, such as “what do words mean?” While finding an answer to those larger quandaries is outside the scope of ...
Read moreIf there’s one thing we embrace at Coveo, it’s that we can all learn a lot about our customers by taking a ...
Read moreYou’ve probably heard of Moore’s Law: the idea that the number of transistors on a microchip doubles every two years. The (revised) 1965 ...
Read moreWhen employees say “it’s me,” the only suitable response from employers is “I know.” That was one of the lasting takeaways from a ...
Read morePersonalization helps both distributed and in-person employees work more efficiently and achieve more by giving them relevant information when they need it, according to ...
Read moreAccording to research, about 50-80% of the workday is spent communicating, two-thirds of that just talking. The rest? Probably Slack (just kidding: email is ...
Read moreAs you look to improve your personalization initiatives, it’s important to keep in mind two variables that impact shoppers: Shopper Intent and Search ...
Read moreServiceNow is all about making things work better with digital workflows. Across people, processes, and systems, this platform can quite literally transform the way ...
Read moreDo you use Slack? Probably; as of 2019, the popular instant message provider reported 10+ million daily active users in 150+ countries. It’s such a household ...
Read moreThe coronavirus pandemic has forced a wide variety of industries to rethink how they do business and to fast-track plans for digital transformation. The ...
Read moreAre all support ticket processes created equal? Sadly, no—looking through social media posts is a fast enough way to see that getting help ...
Read moreAfter working at Coveo for the last six months, I must say that it is the best place to conduct machine learning experimentation and ...
Read moreA good customer support experience requires a delicate balance of providing great service while reducing agents’ workloads. On one hand, a huge number of ...
Read moreIn lauding Salesforce B2B Commerce in its Forrester Wave: B2B Commerce Suites Q2 2020 report, analysts Joe Cicman and Emily Pfeiffer highlighted how ...
Read moreSemantic similarity matching between texts is one of the sub-tasks of Natural Language Understanding (NLU). It has a wide range of applications, such as ...
Read moreCase deflection is a trendy, yet fuzzy concept. This makes it something that many want to calculate, but that is actually pretty difficult to ...
Read moreThe 2021 edition of SIGIR eCom is just past us. As typical for one of the leading venues for Information Retrieval in ecommerce, we had ...
Read moreAre you a developer or experience executive in ecommerce, service, web, IT, or HR and workplace? Then keep reading. Due to Covid, 2020 rapidly became ...
Read moreEmployees are returning to physical offices after more than a year of Zoom meetings and the nine-to-five grind stretching into more of an all-day-and-night ...
Read moreMaybe it’s the hype around digital transformation coming to fruition. Maybe it’s the lasting effects of the global pandemic. Regardless, the move ...
Read moreDon’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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