2. 2
These are
interesting
times
Customers and employees
demand relevance.
Without it, you lose them.
Demands
It’s never been so easy to
create or share content.
We’re overwhelmed with
information.
Machine learning and AI
have real world applications.
The relevance
revolution.
Proliferation
Technology
4. 4
Data & knowledge
ecosystem
secure connectivity to
reach and unify across
the entire enterprise
Behavioral analytics
wisdom from the
interactions’ sumtotal
cues likely intent
Machine
learning
data science drive
“what you need next”
recommendations
content relevanceintent+ =
Every interaction tells a story;
you just have to listen and learn.
+
Profile
& integration
…in the course of work
or digital interactions
context
Choreography between indexing, search, user interaction,
analytics, machine learning and predictive science
Delivering the complete information ecosystem,
to drive boutique personalization.
6. Customer satisfaction
goes down
Salespeople can
sell more
Customers can do more,
learn more and buy more
Agents can handle
more complex cases
6
Economics of Relevance: People do more, on their own
Customers don’t convert
and go elsewhere
Engineers can work on
more complex projects
Customers can self-
serve with ease
Employees end up doing repetitive
tasks, also resulting in a high churn rate
Incapable of positively impacting
upsells and cross-sells
Poor self-service results in
contact center costs going up
POOR
RELEVANCE
RICH
RELEVANCE
7. content intelligence
Positive
business
impact &
ROI
Negative
economic
Impact
.
Siloed
search
Federated
searches
0
efficiency proficiency
LEADERSLAGGARDS
6
Self learning predictive
recommendations
PREDICTIVE
[relevance is predictable]
5
Contextual
suggestions
3
4
Tunable
relevance
Contextual
relevance
PROACTIVE
[relevance is contextual]
1
2
Content
navigationSecured
unified
ranking
RESPONSIVE
[relevance is personal]
CRMM™
stages
The Coveo Relevance Maturity Model™
is a roadmap
REACTIVE
[Search with low relevance]
“Relevance is the currency
of the digital age.”
11. intelligence
Positive
business
impact &
ROI
Negative
economic
Impact
.
Siloed
search
Federated
searches
0
PREDICTIVE
[relevance is predictable]
PROACTIVE
[relevance is contextual]
1
2
Unifies and ranks
information from
multiple sources.
Content
navigationSecured
unified
ranking
RESPONSIVE
[relevance is personal]
CRMM™
stages
CRMM™
Phase 2: Content navigation
REACTIVE
[Search with low relevance]
“Relevance is the currency
of the digital age.”
Configurable rich facets, search tabs,
folding and security trimming
provide the very first step of
personalization for users.
12. Positive
business
impact &
ROI
Negative
economic
Impact
.
Siloed
search
Federated
searches
0
PREDICTIVE
[relevance is predictable]
PROACTIVE
[relevance is contextual]
1
2
Unifies and ranks
information from
multiple sources.
Configurable rich facets,
search tabs, folding and
security trimming provide
the very first step of
personalization for users.
Content
navigationSecured
unified
ranking
RESPONSIVE
[relevance is personal]
CRMM™
stages
CRMM™
Phase 2: Content navigation
REACTIVE
[Search with low relevance]
“Relevance is the currency
of the digital age.”
13. intelligence
Positive
business
impact &
ROI
Negative
economic
Impact
.
Siloed
search
Federated
searches
0
PREDICTIVE
[relevance is predictable]
3
.
Tunable
relevance
PROACTIVE
[relevance is contextual]
1
2
Unifies and ranks
information from
multiple sources.
Configurable rich facets,
search tabs, folding and
security trimming provide
the very first step of
personalization for users.
Content
navigationSecured
unified
ranking
RESPONSIVE
[relevance is personal]
CRMM™
stages
CRMM™
Phase 3: Tunable relevance
REACTIVE
[Search with low relevance]
“Relevance is the currency
of the digital age.”
…adapt relevance through weighting
of ranking factors, query ranking
expressions, based on known
content characteristics.
14. Positive
business
impact &
ROI
Negative
economic
Impact
.
Siloed
search
Federated
searches
0
PREDICTIVE
[relevance is predictable]
3
…adapt relevance through
weighting of ranking
factors, query ranking
expressions, based on
known content
characteristics.
Tunable
relevance
PROACTIVE
[relevance is contextual]
1
2
Unifies and ranks
information from
multiple sources.
Configurable rich facets,
search tabs, folding and
security trimming provide
the very first step of
personalization for users.
Content
navigationSecured
unified
ranking
RESPONSIVE
[relevance is personal]
CRMM™
stages
CRMM™
Phase 3: Tunable relevance
REACTIVE
[Search with low relevance]
“Relevance is the currency
of the digital age.”
15. intelligence
Positive
business
impact &
ROI
Negative
economic
Impact
.
Siloed
search
Federated
searches
0
PREDICTIVE
[relevance is predictable]
3
4
…adapt relevance through
weighting of ranking
factors, query ranking
expressions, based on
known content
characteristics.
.
Tunable
relevance
Contextual
relevance
PROACTIVE
[relevance is contextual]
1
2
Unifies and ranks
information from
multiple sources.
Configurable rich facets,
search tabs, folding and
security trimming provide
the very first step of
personalization for users.
Content
navigationSecured
unified
ranking
RESPONSIVE
[relevance is personal]
CRMM™
stages
CRMM™
Phase 4: Contextual relevance
REACTIVE
[Search with low relevance]
“Relevance is the currency
of the digital age.”
…in-product, in-task, and other
contextual signals factor the
uniqueness of the user and query
context and ranks results with higher
relevance.
16. Positive
business
impact &
ROI
Negative
economic
Impact
.
Siloed
search
Federated
searches
0
PREDICTIVE
[relevance is predictable]
3
4
…adapt relevance through
weighting of ranking
factors, query ranking
expressions, based on
known content
characteristics.
…in-product, in-task, and
other contextual signals
factor the uniqueness of
the user and query context
and ranks results with
higher relevance.
Tunable
relevance
Contextual
relevance
PROACTIVE
[relevance is contextual]
1
2
Unifies and ranks
information from
multiple sources.
Configurable rich facets,
search tabs, folding and
security trimming provide
the very first step of
personalization for users.
Content
navigationSecured
unified
ranking
RESPONSIVE
[relevance is personal]
CRMM™
stages
CRMM™
Phase 4: Contextual relevance
REACTIVE
[Search with low relevance]
“Relevance is the currency
of the digital age.”
17. intelligence
Positive
business
impact &
ROI
Negative
economic
Impact
.
Siloed
search
Federated
searches
0
PREDICTIVE
[relevance is predictable]
5
Contextual
suggestions
3
4
…adapt relevance through
weighting of ranking
factors, query ranking
expressions, based on
known content
characteristics.
…in-product, in-task, and
other contextual signals
factor the uniqueness of
the user and query context
and ranks results with
higher relevance.
Tunable
relevance
Contextual
relevance
PROACTIVE
[relevance is contextual]
1
2
Unifies and ranks
information from
multiple sources.
Configurable rich facets,
search tabs, folding and
security trimming provide
the very first step of
personalization for users.
Content
navigationSecured
unified
ranking
RESPONSIVE
[relevance is personal]
CRMM™
stages
CRMM™
Phase 5: Contextual suggestions
REACTIVE
[Search with low relevance]
“Relevance is the currency
of the digital age.”
…related content, experts, products
or services pushed to expand user’s
knowledge and abilities to do more,
buy more, learn more, engage more,
etc.
18. Positive
business
impact &
ROI
Negative
economic
Impact
.
Siloed
search
Federated
searches
0
PREDICTIVE
[relevance is predictable]
5
…related content, experts,
products or services
pushed to expand user’s
knowledge and abilities to
do more, buy more, learn
more, engage more, etc.
Contextual
suggestions
3
4
…adapt relevance through
weighting of ranking
factors, query ranking
expressions, based on
known content
characteristics.
…in-product, in-task, and
other contextual signals
factor the uniqueness of
the user and query context
and ranks results with
higher relevance.
Tunable
relevance
Contextual
relevance
PROACTIVE
[relevance is contextual]
1
2
Unifies and ranks
information from
multiple sources.
Configurable rich facets,
search tabs, folding and
security trimming provide
the very first step of
personalization for users.
Content
navigationSecured
unified
ranking
RESPONSIVE
[relevance is personal]
CRMM™
stages
CRMM™
Phase 5: Contextual suggestions
REACTIVE
[Search with low relevance]
“Relevance is the currency
of the digital age.”
19. intelligence
Positive
business
impact &
ROI
Negative
economic
Impact
.
Siloed
search
Federated
searches
0
6
Self learning predictive
recommendations
PREDICTIVE
[relevance is predictable]
5
…related content, experts,
products or services
pushed to expand user’s
knowledge and abilities to
do more, buy more, learn
more, engage more, etc.
Contextual
suggestions
3
4
…adapt relevance through
weighting of ranking
factors, query ranking
expressions, based on
known content
characteristics.
…in-product, in-task, and
other contextual signals
factor the uniqueness of
the user and query context
and ranks results with
higher relevance.
Tunable
relevance
Contextual
relevance
PROACTIVE
[relevance is contextual]
1
2
Unifies and ranks
information from
multiple sources.
Configurable rich facets,
search tabs, folding and
security trimming provide
the very first step of
personalization for users.
Content
navigationSecured
unified
ranking
RESPONSIVE
[relevance is personal]
CRMM™
stages
CRMM™
Phase 6: Predictive recommendations
REACTIVE
[Search with low relevance]
“Relevance is the currency
of the digital age.”
Discovers user’s likely intent,
by analyzing behavioral data.
Machine learning auto-tunes
recommendations and ranking to
maximize business outcome,
enabling true one-to-one user
engagement and upskilling.
20. Positive
business
impact &
ROI
Negative
economic
Impact
.
Siloed
search
Federated
searches
0
6
Discovers user’s likely intent,
by analyzing behavioral data.
Machine learning auto-tunes recommendations
and ranking to maximize business outcome,
enabling true one-to-one user engagement and
upskilling.
Self learning predictive
recommendations
PREDICTIVE
[relevance is predictable]
5
…related content, experts,
products or services
pushed to expand user’s
knowledge and abilities to
do more, buy more, learn
more, engage more, etc.
Contextual
suggestions
3
4
…adapt relevance through
weighting of ranking
factors, query ranking
expressions, based on
known content
characteristics.
…in-product, in-task, and
other contextual signals
factor the uniqueness of
the user and query context
and ranks results with
higher relevance.
Tunable
relevance
Contextual
relevance
PROACTIVE
[relevance is contextual]
1
2
Unifies and ranks
information from
multiple sources.
Configurable rich facets,
search tabs, folding and
security trimming provide
the very first step of
personalization for users.
Content
navigationSecured
unified
ranking
RESPONSIVE
[relevance is personal]
CRMM™
stages
CRMM™
Phase 6: Predictive recommendations
REACTIVE
[Search with low relevance]
“Relevance is the currency
of the digital age.”
21. Positive
business
impact &
ROI
Negative
economic
Impact
.
Siloed
search
Federated
searches
0
6
Discovers user’s likely intent,
by analyzing behavioral data.
Machine learning auto-tunes recommendations
and ranking to maximize business outcome,
enabling true one-to-one user engagement and
upskilling.
Self learning predictive
recommendations
PREDICTIVE
[relevance is predictable]
5
…related content, experts,
products or services
pushed to expand user’s
knowledge and abilities to
do more, buy more, learn
more, engage more, etc.
Contextual
suggestions
3
4
…adapt relevance through
weighting of ranking
factors, query ranking
expressions, based on
known content
characteristics.
…in-product, in-task, and
other contextual signals
factor the uniqueness of
the user and query context
and ranks results with
higher relevance.
Tunable
relevance
Contextual
relevance
PROACTIVE
[relevance is contextual]
1
2
Unifies and ranks
information from
multiple sources.
Configurable rich facets,
search tabs, folding and
security trimming provide
the very first step of
personalization for users.
Content
navigationSecured
unified
ranking
RESPONSIVE
[relevance is personal]
CRMM™
stages
The Coveo Relevance Maturity Model™
REACTIVE
[Search with low relevance]
“Relevance is the currency
of the digital age.”
efficiency proficiency
LEADERSLAGGARDS
content intelligence
22. Intelligent workplace transforms your business
Increases your return on
knowledge by putting all
your information assets
to use
Drives employee self-
service - deflects the burden on
highly sought-after experts
Alleviates the skills shortage by giving
everyone the information and insights they
need to handle increasingly complex tasks on their own
Is personalized and
relevant to the task
at hand so your
knowledge workers do not
need to sift through a
mountain of information
for answers to each new
problem
Leverages scalable
and simple
technology that
supports your company’s
growth
23. Fortune 50 Healthcare
company
Improvement in time-
to-competency for
new employees and
successful expansion
of customer support
Perfect Concept
3i Group
Reduction in resources
required to respond to
compliance requests
Tokyo Electron
Increase in first-time
fix rates and higher
customer satisfaction
scores
Global Energy
Management Company
Reduction in case
resolution time and
substantive increase in
overall productivity
Deltek
Reduction in case
resolution times and
increased employee
effectiveness
The Impact
Metrics from existing Coveo Customers (learn more)
12x 20%
20
%
25
%
20
%
24. Insight engines apply relevancy
methods to describe, discover,
organize and analyze data.
This allows existing or synthesized
information to be delivered
proactively or interactively, and in
the context of digital workers,
customers or constituents at timely
business moments.
Insight Engines are the
answer
Source: Gartner MQ for Insight Engines 2017
COMPLETENESS OF VISION As of March 2017
ABILITYTOEXECUTE
25. Relevancy and
completeness matter
most
“Search is about finding answers,
content, and documents; adding
useful context to apps; and
augmenting human intelligence. The
most important requirements are the
relevancy and completeness of the
returned results.”
Source: The Forrester Wave™: Cognitive Search and
Knowledge Discovery Solutions, Q2 2017
The Forrester Wave™ is copyrighted by Forrester Research, Inc. Forrester and Forrester Wave
are trademarks of Forrester Research, Inc. The Forrester Wave is a graphical representation of
Forrester's call on a market and is plotted using a detailed spreadsheet with exposed scores,
weightings, and comments. Forrester does not endorse any vendor, product, or service
depicted in the Forrester Wave. Information is based on best available resources. Opinions
reflect judgment at the time and are subject to change.
Challengers Contenders
Strong
Performers Leaders
Strong
Current
Offering
Weak
Weak Strategy Strong
26. 26
Coveo is used by customers across industry sectors
Software &
Technology
Financial
Services
Manufacture
Healthcare
Others
Partners
But why is Relevance important? Poor Relevance has some profound negative impacts on your organization [Read some of them]
By contrast, Rich Relevance lets people achieve more on their own, solve more complex problems, find what they really need more readily, learn and buy more on their own, and so on.
We’ve even developed a Coveo Relevance Maturity Model to serve as a roadmap. In brief:Searching across separate systems is inefficient and resource-intensive – it’s actually a negative. [Click].
To get above the water line, you need to at least unify and rank content in a single index to offer a more Responsive service that’s easily navigable by users. [Click]Relevance can then be tuned using weightings and the user’s context, to proactively offer more context suggestions, related content that pertains to what they’re already looking at. [Click]
But when this is combined with some smart machine learning and analytics capabilities, you begin offering up Recommendations that we can predict are the most likely, most relevant, based on understanding what other successful previous outcomes look like.
Poor relevance affects conversions, clickthroughs, satisfaction, deflection rates, escalations, the list goes on.
We’ve even developed a Coveo Relevance Maturity Model to serve as a roadmap. In brief:Searching across separate systems is inefficient and resource-intensive – it’s actually a negative. [Click].
To get above the water line, you need to at least unify and rank content in a single index to offer a more Responsive service that’s easily navigable by users. [Click]Relevance can then be tuned using weightings and the user’s context, to proactively offer more context suggestions, related content that pertains to what they’re already looking at. [Click]
But when this is combined with some smart machine learning and analytics capabilities, you begin offering up Recommendations that we can predict are the most likely, most relevant, based on understanding what other successful previous outcomes look like.
Poor relevance affects conversions, clickthroughs, satisfaction, deflection rates, escalations, the list goes on.
We’ve even developed a Coveo Relevance Maturity Model to serve as a roadmap. In brief:Searching across separate systems is inefficient and resource-intensive – it’s actually a negative. [Click].
To get above the water line, you need to at least unify and rank content in a single index to offer a more Responsive service that’s easily navigable by users. [Click]Relevance can then be tuned using weightings and the user’s context, to proactively offer more context suggestions, related content that pertains to what they’re already looking at. [Click]
But when this is combined with some smart machine learning and analytics capabilities, you begin offering up Recommendations that we can predict are the most likely, most relevant, based on understanding what other successful previous outcomes look like.
Poor relevance affects conversions, clickthroughs, satisfaction, deflection rates, escalations, the list goes on.
We’ve even developed a Coveo Relevance Maturity Model to serve as a roadmap. In brief:Searching across separate systems is inefficient and resource-intensive – it’s actually a negative. [Click].
To get above the water line, you need to at least unify and rank content in a single index to offer a more Responsive service that’s easily navigable by users. [Click]Relevance can then be tuned using weightings and the user’s context, to proactively offer more context suggestions, related content that pertains to what they’re already looking at. [Click]
But when this is combined with some smart machine learning and analytics capabilities, you begin offering up Recommendations that we can predict are the most likely, most relevant, based on understanding what other successful previous outcomes look like.
Poor relevance affects conversions, clickthroughs, satisfaction, deflection rates, escalations, the list goes on.
We’ve even developed a Coveo Relevance Maturity Model to serve as a roadmap. In brief:Searching across separate systems is inefficient and resource-intensive – it’s actually a negative. [Click].
To get above the water line, you need to at least unify and rank content in a single index to offer a more Responsive service that’s easily navigable by users. [Click]Relevance can then be tuned using weightings and the user’s context, to proactively offer more context suggestions, related content that pertains to what they’re already looking at. [Click]
But when this is combined with some smart machine learning and analytics capabilities, you begin offering up Recommendations that we can predict are the most likely, most relevant, based on understanding what other successful previous outcomes look like.
Poor relevance affects conversions, clickthroughs, satisfaction, deflection rates, escalations, the list goes on.
We’ve even developed a Coveo Relevance Maturity Model to serve as a roadmap. In brief:Searching across separate systems is inefficient and resource-intensive – it’s actually a negative. [Click].
To get above the water line, you need to at least unify and rank content in a single index to offer a more Responsive service that’s easily navigable by users. [Click]Relevance can then be tuned using weightings and the user’s context, to proactively offer more context suggestions, related content that pertains to what they’re already looking at. [Click]
But when this is combined with some smart machine learning and analytics capabilities, you begin offering up Recommendations that we can predict are the most likely, most relevant, based on understanding what other successful previous outcomes look like.
Poor relevance affects conversions, clickthroughs, satisfaction, deflection rates, escalations, the list goes on.
We’ve even developed a Coveo Relevance Maturity Model to serve as a roadmap. In brief:Searching across separate systems is inefficient and resource-intensive – it’s actually a negative. [Click].
To get above the water line, you need to at least unify and rank content in a single index to offer a more Responsive service that’s easily navigable by users. [Click]Relevance can then be tuned using weightings and the user’s context, to proactively offer more context suggestions, related content that pertains to what they’re already looking at. [Click]
But when this is combined with some smart machine learning and analytics capabilities, you begin offering up Recommendations that we can predict are the most likely, most relevant, based on understanding what other successful previous outcomes look like.
Poor relevance affects conversions, clickthroughs, satisfaction, deflection rates, escalations, the list goes on.
We’ve even developed a Coveo Relevance Maturity Model to serve as a roadmap. In brief:Searching across separate systems is inefficient and resource-intensive – it’s actually a negative. [Click].
To get above the water line, you need to at least unify and rank content in a single index to offer a more Responsive service that’s easily navigable by users. [Click]Relevance can then be tuned using weightings and the user’s context, to proactively offer more context suggestions, related content that pertains to what they’re already looking at. [Click]
But when this is combined with some smart machine learning and analytics capabilities, you begin offering up Recommendations that we can predict are the most likely, most relevant, based on understanding what other successful previous outcomes look like.
Poor relevance affects conversions, clickthroughs, satisfaction, deflection rates, escalations, the list goes on.
We’ve even developed a Coveo Relevance Maturity Model to serve as a roadmap. In brief:Searching across separate systems is inefficient and resource-intensive – it’s actually a negative. [Click].
To get above the water line, you need to at least unify and rank content in a single index to offer a more Responsive service that’s easily navigable by users. [Click]Relevance can then be tuned using weightings and the user’s context, to proactively offer more context suggestions, related content that pertains to what they’re already looking at. [Click]
But when this is combined with some smart machine learning and analytics capabilities, you begin offering up Recommendations that we can predict are the most likely, most relevant, based on understanding what other successful previous outcomes look like.
Poor relevance affects conversions, clickthroughs, satisfaction, deflection rates, escalations, the list goes on.
We’ve even developed a Coveo Relevance Maturity Model to serve as a roadmap. In brief:Searching across separate systems is inefficient and resource-intensive – it’s actually a negative. [Click].
To get above the water line, you need to at least unify and rank content in a single index to offer a more Responsive service that’s easily navigable by users. [Click]Relevance can then be tuned using weightings and the user’s context, to proactively offer more context suggestions, related content that pertains to what they’re already looking at. [Click]
But when this is combined with some smart machine learning and analytics capabilities, you begin offering up Recommendations that we can predict are the most likely, most relevant, based on understanding what other successful previous outcomes look like.
Poor relevance affects conversions, clickthroughs, satisfaction, deflection rates, escalations, the list goes on.
We’ve even developed a Coveo Relevance Maturity Model to serve as a roadmap. In brief:Searching across separate systems is inefficient and resource-intensive – it’s actually a negative. [Click].
To get above the water line, you need to at least unify and rank content in a single index to offer a more Responsive service that’s easily navigable by users. [Click]Relevance can then be tuned using weightings and the user’s context, to proactively offer more context suggestions, related content that pertains to what they’re already looking at. [Click]
But when this is combined with some smart machine learning and analytics capabilities, you begin offering up Recommendations that we can predict are the most likely, most relevant, based on understanding what other successful previous outcomes look like.
Poor relevance affects conversions, clickthroughs, satisfaction, deflection rates, escalations, the list goes on.
We’ve even developed a Coveo Relevance Maturity Model to serve as a roadmap. In brief:Searching across separate systems is inefficient and resource-intensive – it’s actually a negative. [Click].
To get above the water line, you need to at least unify and rank content in a single index to offer a more Responsive service that’s easily navigable by users. [Click]Relevance can then be tuned using weightings and the user’s context, to proactively offer more context suggestions, related content that pertains to what they’re already looking at. [Click]
But when this is combined with some smart machine learning and analytics capabilities, you begin offering up Recommendations that we can predict are the most likely, most relevant, based on understanding what other successful previous outcomes look like.
Poor relevance affects conversions, clickthroughs, satisfaction, deflection rates, escalations, the list goes on.
We’ve even developed a Coveo Relevance Maturity Model to serve as a roadmap. In brief:Searching across separate systems is inefficient and resource-intensive – it’s actually a negative. [Click].
To get above the water line, you need to at least unify and rank content in a single index to offer a more Responsive service that’s easily navigable by users. [Click]Relevance can then be tuned using weightings and the user’s context, to proactively offer more context suggestions, related content that pertains to what they’re already looking at. [Click]
But when this is combined with some smart machine learning and analytics capabilities, you begin offering up Recommendations that we can predict are the most likely, most relevant, based on understanding what other successful previous outcomes look like.
Poor relevance affects conversions, clickthroughs, satisfaction, deflection rates, escalations, the list goes on.
We’ve even developed a Coveo Relevance Maturity Model to serve as a roadmap. In brief:Searching across separate systems is inefficient and resource-intensive – it’s actually a negative. [Click].
To get above the water line, you need to at least unify and rank content in a single index to offer a more Responsive service that’s easily navigable by users. [Click]Relevance can then be tuned using weightings and the user’s context, to proactively offer more context suggestions, related content that pertains to what they’re already looking at. [Click]
But when this is combined with some smart machine learning and analytics capabilities, you begin offering up Recommendations that we can predict are the most likely, most relevant, based on understanding what other successful previous outcomes look like.
Poor relevance affects conversions, clickthroughs, satisfaction, deflection rates, escalations, the list goes on.
We’ve even developed a Coveo Relevance Maturity Model to serve as a roadmap. In brief:Searching across separate systems is inefficient and resource-intensive – it’s actually a negative. [Click].
To get above the water line, you need to at least unify and rank content in a single index to offer a more Responsive service that’s easily navigable by users. [Click]Relevance can then be tuned using weightings and the user’s context, to proactively offer more context suggestions, related content that pertains to what they’re already looking at. [Click]
But when this is combined with some smart machine learning and analytics capabilities, you begin offering up Recommendations that we can predict are the most likely, most relevant, based on understanding what other successful previous outcomes look like.
Poor relevance affects conversions, clickthroughs, satisfaction, deflection rates, escalations, the list goes on.
Coveo has been recognized by Gartner Research as the clear market leader [point at our spot] in their recent Magic Quadrant for Insight Engines. The definition on this slide is theirs: but notice how they recognize the important of relevance, and inserting the most relevant information in context. This is exactly what we do. [Click]
Forrester Research just corroborated it, too. Their latest Cognitive Search andKnowledge Discovery Solutions Wave just came out, and Coveo is a leader here, too – ahead of our friends over at IBM. [Click]
And along the way we’ve picked up customers across the spectrum. However, we’ve been particularly strong in early-adopter segments like software & high-tech – companies who in turn have demanding early-adopter customers themselves: customers that want to self-service, customers that demand personalized experiences when they engage with companies, and expect contextually relevant information at every encounter.
We’d love the opportunity to work with you to explore how to help make your business personal, for your customers too.