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The Coveo Relevance Maturity Model - Mark Floisand

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Presentation to SIKM Leaders Community on December 19, 2017

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The Coveo Relevance Maturity Model - Mark Floisand

  1. 1. MARK FLOISAND CMO The Coveo Relevance Maturity Model™ www.linkedin.com/in/floisand mark@coveo.com
  2. 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
  3. 3. 3
  4. 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.
  5. 5. 5 wysiwynn [what you see is what you need next]
  6. 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. 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.”
  8. 8. Positive business impact & ROI Negative economic Impact . Siloed search Federated searches PREDICTIVE [relevance is predictable] PROACTIVE [relevance is contextual] RESPONSIVE [relevance is personal] CRMM™ stages Most firms start “under water” REACTIVE [Search with low relevance] “Relevance is the currency of the digital age.”
  9. 9. intelligence Positive business impact & ROI Negative economic Impact . Siloed search Federated searches 0 PREDICTIVE [relevance is predictable] PROACTIVE [relevance is contextual] 1 Secured unified ranking RESPONSIVE [relevance is personal] CRMM™ stages CRMM™ Phase 1: Secured unified ranking REACTIVE [Search with low relevance] “Relevance is the currency of the digital age.” Unifies and ranks information from multiple sources.
  10. 10. Positive business impact & ROI Negative economic Impact . Siloed search Federated searches 0 PREDICTIVE [relevance is predictable] PROACTIVE [relevance is contextual] 1 Unifies and ranks information from multiple sources. Secured unified ranking RESPONSIVE [relevance is personal] CRMM™ stages CRMM™ Phase 1: Secured unified ranking REACTIVE [Search with low relevance] “Relevance is the currency of the digital age.”
  11. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 26 Coveo is used by customers across industry sectors Software & Technology Financial Services Manufacture Healthcare Others Partners
  27. 27. © 2017 Coveo Solutions Inc - Proprietary and Confidential Download the free white paper Visit Coveo.com/CRMM Assess your own organization’s relevance maturity
  28. 28. Mark Floisand CMO, Coveo mark@coveo.com www.linkedin.com/in/floisand @floisand 28

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