The document outlines Coveo's strategy for upgrading the GSA and highlights the importance of relevance in business interactions through insights and AI-driven search. It discusses the need for businesses to adapt to the demands of customers and employees for contextual and personalized experiences using insight engines. A structured approach is recommended to assess relevance maturity and implement actionable steps to enhance digital experiences across the enterprise.

1. Gauthier Robe
VP, Products - Coveo
The Blueprint:
GSA Upgrade Strategy
www.coveo.com
Mike Cizmar
CEO - MC+A
+
www.mcplusa.com

2. About Us
Over a decade of experience
implementing and customizing search
experiences for clients. We help clients
develop solutions that deliver positive
business outcomes.
Coveo makes business personal by
bringing relevance to every interaction
customers, partners and employees
have with your organization.

3. The picture
can't be
displayed.
3
Understand the Problem
Don’t Panic. Have a Plan.

4. The GSA “Cliff”
2016 Last chance to get new GSA 2 year sales.
2017 No new sales. 1 year extensions.
2018 No new sales. Appliances start to shut off.
You Are Here.
The State of the GSA

5. 5
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
The State of Business

6. The picture
can't be
displayed.
6
The Path Forward
Embrace the moment

7. 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

8. 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

9. SILOED
SEARCHES
FEDERATED
SEARCHES
CRMMTM
STAGES
POSITIVE
BUSINESS
IMPACT &
ROI
NEGATIVE
BUSINESS
IMPACT &
ROI
LAGGARD
Coveo Relevancy Maturity ModelTM
SECURED
UNIFIED
RANKING
CONTENT
NAVIGATION
2
TUNABLE
RELEVANCE
3
CONTEXTUAL
RELEVANCE
4
SELF LEARNING
PREDICTIVE
RECOMMENDATIONS
6CONTEXTUAL
SUGGESTIONS
5
RESPONSIVE – Relevance is
personal
PROACTIVE – Relevance is contextual PREDICTIVE – Relevance is
predictable LEADER
1
efficiency
content
proficiency
intelligence
You Are Here.

10. The picture
can't be
displayed.1
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.

11. For companies to unify the digital experience, they
have to make each one personal and relevant to
every customer, across the journey.
Digital experiences rely on rich, relevant information
& recommendations, throughout the journey.
Digital experiences are powered by search & AI.
“Relevance is the currency
of the digital age.”
Digital Experiences have to be Relevant

12. The picture
can't be
displayed.1
No One Likes to Be First
A Case Study

13. Digital Experiences have to be Relevant
beyond traditional
interfaces
Context pinning
Multi-sources relationships/folding
Use case focused interfaces

14. Digital Experiences have to be Relevant
beyond traditional
interfaces
In-context search

15. Digital Experiences have to be Relevant
enable Machine Learning
for
Intelligent query suggest
Automatic relevance tuning
Recommendations
Intelligent detection
Personalization

16. Digital Experiences have to be Relevant
without Machine Learning with Machine Learning

17. Digital Experiences have to be Relevant
without Machine Learning with Machine Learning

18. Digital Experiences have to be Relevant
go beyond traditional experiences

19. The picture
can't be
displayed.1
Well, how do I get there?
An Actionable Blueprint

20. The Journey Ahead
Image Credit “The Design Squiggle” by Damien Newman

21. Through a transformative process
INITIATE EXECUTE HANDOFFUSER
ACCEPTANCE
DEFINE
Image Credit “The Design Squiggle” by Damien Newman

22. The sooner you start, the
better the results
Capitalize on
opportunities provided
by machine learning
and analytics
Engage in making
the switch.
What does success
look like?
Set short & medium
term targets.
DEPLOY
USER
ACCEPTANCE
EXECUTEDEFINE
What is your
Relevance Maturity?
Understand all
potential use cases?
INITIATE
Actionable Steps

23. DEPLOY
USER
ACCEPTANCE
EXECUTE
1. Review Users and Workflows
2. Review Usage Analytics
3. Avoid Big Bang
4. Review Maturity Matrix (Where are you?
Where should you be?)
1. Search Best Practice Engagement
Actionable Steps
DEFINEINITIATE

24. DEPLOY
USER
ACCEPTANCE
EXECUTEDEFINEINITIATE
Actionable Steps
1. Define Success Criteria
2. Schedule Quick Wins
3. Be Realistic
4. Dream!

25. DEPLOY
USER
ACCEPTANCE
EXECUTEDEFINEINITIATE
Actionable Steps
1. Utilize the UI Toolkit
2. MC+A Bridge
3. Utilize Consulting in a Hybrid Team
4. Find Strong internal talent

26. DEPLOY
USER
ACCEPTANCE
EXECUTEDEFINEINITIATE
Actionable Steps
1. Plan on UAT for at least 30% of the project
2. Prepare to have missed things
3. MVP is MVP

27. DEPLOY
USER
ACCEPTANCE
EXECUTEDEFINEINITIATE
Actionable Steps
1. Take the first step
2. Understand your Organization
3. Be realistic with your timeline
4. Avoid “Big Bang”
5. Search is a Program

28. MC+A GSA Bridge
If you like the connectors you have, keep them.

29. Activities Typical Duration*
Discovery
Define Requirements & Value
Technical / UX Design
Development / Testing
Deploy / Change Control
A Typical Implementation
1 Week
1-2 Weeks
2-3 Weeks
Weeks*
1 Week
* Phase can vary greatly depending on implementation complexity.

30. The picture
can't be
displayed.
Thank You