March 15, 2024
By Patrick Martin Chief Customer Officer, Coveo
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Gain the AI-experience advantage - Coveo

Have taken a walk in your customers’ shoes lately? This is the question I’d like to ask CCOs today. For years, we’ve talked about digital transformation and how customer experience is crucial to achieving it. Yet, how many companies have taken the time to understand the journey their customers take to get the help they need? How would you rate your current CX?

Today’s customers have the luxury of choice for how they interact with the brands they value most. Studies have shown that just one negative experience can hurt their loyalty. There’s a real cost to this. So how do you mitigate it? By removing friction.

Imagine a service experience tailored to your customer’s specific needs—whether it be via self-service or assisted channels. By leveraging AI, generative answering and data, it’s possible to deliver individualized, unified and connected experiences at every step of their journey, across every interaction. In self-service, this means that customers get relevant answers and information when and where they need it. For assisted support, agents are empowered to deliver impactful assistance, with access to service journey insights and relevant content, allowing them to resolve issues faster. Connecting all of this together is the recipe for delivering an amazing service experiences. And that’s what we do at Coveo.

Coveo powers the digital experiences of the world’s most innovative brands: serving millions of people and billions of interactions. After a decade of enriching our market-leading platform with forward-thinking global enterprises, we know what it takes to gain a trusted AI-experience advantage. Our composable AI Search & Generative Experience Platform serves as the relevance layer between enterprise content and digital engagement properties. By leveraging semantic search, AI recommendations, unified personalization and generative answering, our customers elevate both CX and EX. They drive significant cost savings and efficiency gains, while improving CSAT by reducing friction throughout the service experience.

There’s no denying it: today’s customers have come to expect frictionless experiences. They don’t want to waste their time online. Digital experiences need to meet these expectations, and the only way to achieve this is through AI and GenAI. Don’t get left behind. Gain the AI-experience advantage with Coveo today!