What Trends Will Impact the Future of Customer Service?
I was recently asked this question during an interview with Jason Redlus, managing member and founder of the Argyle Executive Forum. We had a nice discussion about customer service organizations and...
View ArticleForbes: CA Technologies’ Product Development is ‘Data Driven’
If there’s one company that could serve as a showcase for how better Insight into vast amounts of data can drive improvements throughout an organization, it’s CA Technologies. Coveo has been working...
View ArticleIn Pursuit of Customer Relationship Insight
As those with significant others can attest, and those in the customer service business know, relationships are never mastered – they’re constantly changing, growing and evolving over time. This week,...
View ArticleSurvey says…what? Why customer surveys may not be the best approach
Customer Experience management is all the buzz now a days. The good news is that companies seem to be more and more genuine about paying attention to their clients’ needs. But are they taking the right...
View ArticleAre You Integrating Social Data into Your Customer Engagement Strategy?
The paradigm shift has already begun to enable content creators and their peers to curate their own knowledge across blogs, wikis and social streams, such as Twitter. It’s vital that enterprise...
View ArticleCustomer Centricity Leads to Customer Engagement
We at Coveo are often humbled by the passion our customers show for our technology. We like to think it’s due to placing our customers at the center of our operations and practicing what we...
View ArticleA.I.M. Higher: Empower Your Service Reps to Delight Customers
On a trip to Orlando two years ago, I arrived quite late to a Hilton hotel and visited the restaurant a few minutes before closing. The server took my order, disappeared, and didn’t come back for a few...
View ArticleLive from Dreamforce: What Defines a Community?
People attend shows like Dreamforce to make connections. There are literally hundreds, if not thousands, of opportunities to connect with communities of people that can influence your work for the...
View Article
