Studying the impact of innovation on business and society

Relevance is in the Eye of the Beholder; The Same is True for Experience

For industries to stay competitive in today’s online economy, they need to use artificial intelligence (AI) to offer personalized recommendations and experiences to survive and win. In a recent Coveo survey of nearly 200 US consumers, respondents reveal how markets are falling short.

For e-commerce9 out of 10 customers expect their online shopping experience to be better than in store, and half of them already face dissatisfaction. And, 50% of customers say they sometimes or always have a problem when shopping online.

In customer service, 73% of customers will abandon a brand after three negative experiences, ultimately affecting business revenue.

And as for the workplace, employees waste over 30% of their day due to outdated technology that doesn’t suit their data-finding needs.

On March 25, 2021, Coveo hosted the interactive virtual summit, Coveo Relevance 360: “The Future of Experience Is AI.” The two-hour event featured a lineup of CX leaders who shared how businesses can level up its digital operations with the right tools to become fully relevant for each stakeholder.

Speakers included:

  • R “Ray” Wang, principal analyst, founder, and chairman, Constellation Research Inc.
  • Brian Solis, global innovation evangelist, digital anthropologist, author
  • Rachael Powell, chief customer officer, Xero
  • Louis Tetu, chairman and CEO, Coveo
  • Michael Ni, chief growth officer, Coveo

Here are some of the highlights from the session between Louis Tetu and Brian Solis…[watch the full event here].

 

 

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