How to Turn Your Salesforce Community into a Case Deflection Engine with AI
How can you turn your Salesforce Community into a case deflection engine? Let’s back up a little. Thanks to the global pandemic, consumers increasingly expect a top-notch virtual customer experience;...
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5 Challenges to Creating True Search Relevance (and How to Overcome Them)
Digital shopping isn’t what it used to be. As people increasingly turn to ecommerce channels, especially as a result of COVID-19, consumer expectations are rising—particularly for search relevance and...
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How Amazon Stole Ecommerce Search (And Your Product Data, Too)
It’s arguable that organic traffic is the most valuable marketing channel there is. But there’s a cold war going on between tech giants, with your product data caught in the middle. Fifty-three...
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How to Adopt a Design Culture for Product-Led Growth Strategy
“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 crucial component to product led growth.” – The...
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What Agile Teams Need to Deliver Superior Search Experiences
I confess, developing search engines is one of my favorite technology initiatives. I can totally relate to chief technology officers, product managers, architects, software developers, and test...
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The Intelligent Way to Bring Your Enterprise (Content) into Salesforce
If 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 about artificial intelligence...
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Why Salesforce Lightning Community Builder Is Still a Game-Changer
Ever since the debut of Salesforce Portals (re-architected and renamed “Communities” in the Summer ‘13 release), Salesforce Community Cloud has grown in popularity and capability. As organizations...
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One to One Digital Personalization: Fact or Fiction?
One to one digital personalization is a big deal—and getting bigger. Thanks to digital giants such as Amazon and Netflix, consumers are getting used to online experiences that make it easy to zero in...
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Omnichannel vs. Multichannel: Which Do Customers Want?
Omnichannel vs multichannel — you’ve heard the buzzwords, but what do they really mean? The retail landscape has transformed over the past three years, not only in how people shop but in the way...
View ArticleClik here to view.
What Agile Teams Need to Deliver Superior Search Experiences
I confess, developing search engines is one of my favorite technology initiatives. I can totally relate to chief technology officers, product managers, architects, software developers, and test...
View ArticleClik here to view.
The Intelligent Way to Bring Your Enterprise (Content) into Salesforce
If 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 about artificial intelligence...
View ArticleClik here to view.
Why Salesforce Lightning Community Builder Is Still a Game-Changer
Ever since the debut of Salesforce Portals (re-architected and renamed “Communities” in the Summer ‘13 release), Salesforce Community Cloud has grown in popularity and capability. As organizations look...
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How Coveo Helps Salesforce Users Stay in the Flow of Work
I have some good news for teams using Salesforce in service and support. But first, a flashback. Disclaimer: I’ve never worked as a service rep or support agent. During my time as an in-house technical...
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One to One Digital Personalization: Fact or Fiction?
One to one digital personalization is a big deal—and getting bigger. Thanks to digital giants such as Amazon and Netflix, consumers are getting used to online experiences that make it easy to zero in...
View ArticleClik here to view.
How to Turn Your Salesforce Community into a Case Deflection Engine with AI
How can you turn your Salesforce Community into a case deflection engine? Let’s back up a little. Thanks to the global pandemic, consumers increasingly expect a top-notch virtual customer experience;...
View ArticleClik here to view.
Omnichannel vs. Multichannel: Which Do Customers Want?
Omnichannel vs multichannel — you’ve heard the buzzwords, but what do they really mean? The retail landscape has transformed over the past three years, not only in how people shop but in the way...
View ArticleClik here to view.
7 Knowledge Sharing Strategies to Wow Your Customers
Something curious is happening with respect to knowledge management. One look around would suggest that, before the pandemic and so-called Great Resignation, knowledge management was dead. A dusty...
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End-to-End Customer Experience: Key Features Necessary to Maximize Profits
Improving customer service and experience has been a key driver for Coveo customers as they look to provide better self-service to reduce call volumes. But in today’s tight labor markets, with call...
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Why Search Insights are the Secret Sauce in Creating Customer Delight
Whether they focus on B2B or B2C offerings, companies have long thought of case deflections as the hallmark of providing great customer experience. If an existing customer doesn’t lodge a complaint —...
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The Makings of Exceptional Customer Experience in 2022
One way or another, businesses are coming around to the necessity of digital transformation. They’re attempting overhauls of the customer experience that can be comprehensive, compendious, and...
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