Defining Your Salesforce Community’s Business Value
CMX SPACE model meets Coveo AI-powered search Communities have become so multifaceted. They are capable of so much that it can be difficult to know where they live in a business, making it difficult to...
View ArticleCognitive Search: How it Improves Customer Engagement
As customer success strategies evolve to adapt to the increasing demands of the modern consumer, there is one thing that remains at the core: customer engagement. There are several ways to measure...
View Article5 Ways Search Improves Customer Self-Service and Drives Engagement
It’s time to go full throttle with your Salesforce Community. So, you want to improve self-service and Community engagement? I’ll let you in on a secret that is revolutionizing the communities of some...
View ArticleThe “Science” Behind a Booming Salesforce Self-Service Community
Not a Data Scientist? Not a Problem. Creating a lively self-service community is often treated like a science project. Many companies are unaware of what it takes to drive self-service success, so they...
View ArticleRemoving the Barriers to Customer Self-Service Success
Your customers have questions and are chronically pressed for time. They’re turning to your support center to get answers… don’t make them wait. They rely on you to simplify their lives and if they...
View Article5 Knowledge Sharing Strategies to Wow Your Customers
“Today, power is gained by sharing knowledge, not hoarding it” – Dharmesh Shah We hear it, we say it, and we wholeheartedly believe “knowledge is power”. With the rise of the internet, society’s...
View Article4 Steps to Prepare Employees For a Customer Experience Transformation
Times are changing. The customer experience isn’t just something for consumer brands to think about anymore, CX is mission-critical to B2B brands as well. In a recent article, Improving the Customer...
View Article5 Ways to Maintain a Customer-Centric Culture
How do you go through the transition to a customer-centric culture? In our recent article, we outlined steps that you should consider taking to prepare employees for a customer experience...
View ArticleHow to Achieve Relevance in the Digital Age
In today’s day and age, companies are obsessed with being top of mind to their customers, or at least they should be. But now more than ever before, there are so many other things fighting for your...
View Article3 Ways Knowledge Centered Service Drives Customer Experience Transformation
We’ve been talking quite a bit about the customer experience lately, and it’s not because we have nothing better to talk about, it’s because there’s no better way for your organization to invest its...
View ArticleUnderstanding the Importance of Customer Satisfaction
Customer Satisfaction Could Make or Break Your Business With increasing evidence that customers are the backbone to any company, and the abundance of information that’s available about our very own...
View ArticleMachine Learning Turns Enterprise Search Into Intelligent Search
Technology investments continue to rank at the top of the planned spending list each year for support leaders, and AI and machine learning are among company’s biggest priorities. Coveo has been in this...
View Article5 Ways to Deliver Great Customer Self-Service
Your customers prefer to self-serve. If you’re worried about making an investment in your customer self-service strategy, don’t be. Self-service is a non-negotiable in the digital age, so there’s no...
View Article5 Ways Effective Knowledge Management Drives Business
Our society is made up of digital literates. Digital literates, as Wikipedia explains, have both the digital skills and the ability to find, capture, and evaluate information on their own. We have...
View ArticleThe 4 Phases of Knowledge Management Maturity
Knowledge management has been a priority for TSIA members for the last decade, with the highest planned spending year after year. Though knowledge management (KM) isn’t new, it is becoming increasingly...
View ArticleHow to Measure Customer Success
The success of businesses today is largely dependent on their customers’ success. Dissimilar to customer support which is more reactive in nature and focuses on solving problems and answering customer...
View ArticleHow to Deal with Angry Customers
Nobody wants angry customers but in the era of personalization it can be hard to keep up with their ever-growing expectations. What’s a company to do? The first step to knowing how to deal with angry...
View ArticleCustomer Satisfaction is Important
Research has shown that by 2020, customer experience will be more important than price as a brand differentiator for B2B businesses. In recent years, as software companies have increasingly shifted...
View ArticleHow AI Can Improve eCommerce Conversion Rates
Conversion rate optimization can be tough to tackle, especially if your e-commerce department is still optimizing everything manually. In a data-driven world, you already know that capturing contextual...
View Article5 Trends to Include in Your Next Website Redesign
It can often be hard to make the distinction between passing fad and useful feature, at least when it comes to web design. Website trends evolve from year to year but certain changes have shown...
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