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Article CX Strategy

Your Hidden Customer Experience Assets


This week, we’re at Dreamforce 2013 (’s annual conference) looking for innovative thinking and new approaches to driving a company’s customer focused capabilities.


As business leaders, sometimes we think it’s always about new things — but often we haven’t mined all the potential assets that already exist in our companies.  As you look forward at new ways to drive your capabilities around delivering a superior CX — and wonder where the budget is going to come from — consider looking at what already exists in your business but is under utilized.

We came across Quebec City based Coveo and their approach to empowering companies to take their customer experiences to the next level struck us.


The company’s focus is to use the power of advanced search to harness the ‘untapped’ resources in a company. Whether it’s a customer service rep or a customer themselves, access to every source of information that is valuable to a ‘situation’ is about as important a capability as there is.


The question lies in maximizing ROI and reducing implementation time of that new capability. The Coveo tool mines all the existing places that there are valuable and empowering pieces of information — the ones that can speed and enable customer service inquiry resolution.
So we ask you, what resources does your company have internally that are untapped?


Is it individual technical experts who are disconnected from the customer facing teams? Or do your customers support each other on your discussion boards — providing valuable hands-on insights into workarounds and quick fixes?


If you look hard enough you’ll find them — or you can call a company like Coveo to help you with it using their advanced search solution.

Nov 22, 2013  

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Article CX Strategy

It's impossible for companies to focus on the 'easy' market segments (ie. non millenials) and get comfortable with a less than competitive product or service offering. 

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