Coveo for Sitecore Digital Marketingpages.coveo.com/rs/coveo/images/Coveo KMWorld webinar Sept2013 -...
Transcript of Coveo for Sitecore Digital Marketingpages.coveo.com/rs/coveo/images/Coveo KMWorld webinar Sept2013 -...
Copyright © 2013 Coveo Solutions Inc. - All rights reserved. Proprietary and CONFIDENTIAL 2
Speaker
Louis Tetu, CEO Coveobackground:
► Founder, CEO, Chairman Taleo [NASDAQ: TLEO]
► President, Baan Supply-Chain Solutions
areas of expertise:
► knowledge management
► talent management
► supply-chain management
Listen to the live narration here!
Copyright © 2013 Coveo Solutions Inc. - All rights reserved. Proprietary and CONFIDENTIAL 3
About
our mission is to be the no1
company in the world search & relevance
technology solutions“My top recommended search platform,due to its "faceted search and dynamic integrations.”
John Ragsdale, VP Research
“Excellent search across structured and unstructured sources” + “strong visualization and dashboarding tools to present search results in very consumable ways."
Kate Leggett, Principal Analyst
Speaker
Louis Tetu, CEO Coveobackground:
► Founder, CEO, Chairman Taleo [NASDAQ: TLEO]
► President, Baan Supply-Chain Solutions
areas of expertise:
► knowledge management
► talent management
► supply-chain management
Copyright © 2013 Coveo Solutions Inc. - All rights reserved. Proprietary and CONFIDENTIAL 4
About
for knowledge managementsearch & relevancetechnology solutions
700 installations500+ customers globally, 2M users
150 experts · 75 R&DR&D in search, indexing & relevance, & big data
Global alliances
3 Lines of BusinessOne search & relevance technology platform
Knowledge management
Customer service
Websites search & content personalization
1
2
3
Copyright © 2013 Coveo Solutions Inc. - All rights reserved. Proprietary and CONFIDENTIAL 5
our DNA is thought leadership
Speaker
Louis Tetu, CEO Coveobackground:
► Founder, CEO, Chairman Taleo [NASDAQ: TLEO]
► President, Baan Supply-Chain Solutions
areas of expertise:
► knowledge management
► talent management
► supply-chain management
Copyright © 2013 Coveo Solutions Inc. - All rights reserved. Proprietary and CONFIDENTIAL 6
why
technology is the search & relevancecatalyst for KM
• x
why
is only
in context
knowledgerelevant
why embrace collective
wherever it resides
including…
knowledgeeverywhere
peopleTop reasons why
to deliver on user expectationsKM often fails?
• x
in business
and why it is the
of
what is knowledge?next big wave
value creation?
we will discuss…
• x
• x
examples &
benefitsfinancial
Copyright © 2013 Coveo Solutions Inc. - All rights reserved. Proprietary and CONFIDENTIAL 7
2 fundamental KM challengesKnowledge is everywhere.Users are craving relevance.
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why
technology is the
for
search & relevancecatalyst
knowledge management?
People KnowledgeData Information
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most people think about
as efficient
from systems of record
…and yes it is that also…
search technologyretrieval
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Knowledge/data/content
iswithout relevanceuseless
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inability to deliver/obtain the most
affects business
and lack of relevance is
across most enterprises
relevant knowledge
pandemic
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inability to deliver/obtain the most
affectsrelevant knowledgesales
serviceonlineoperations
…
…relevance to customer needs
…relevance to customer issues
…relevance to user needs
…reinvent the wheel
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transactions stall or fail due to
innovation is slower due to…
with important
knowledge gaps
economic impactslower sales & conversionscustomer satisfactionlower quality service NPS & customer churntaking less relevant products to market
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companies create
… by responding to
with greater immediacy and
shareholder value
customersrelevance
…employees taking better actions to respond to customer needs profitably:
innovation: value added products that differentiate competitively
sales: alignment with customer needs to create more revenue
customer service: better service improves relational capital and market permissions
Copyright © 2013 Coveo Solutions Inc. - All rights reserved. Proprietary and CONFIDENTIAL 15
back to basics: what is
in business?knowledge “Human understanding of a subject matter
acquired through study and experience”
“Human ability to exercise judgment and take action facing varied situations.“
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in business
…a human
to take
…a form of competence
knowledge
abilityaction
“Human understanding of a subject matter acquired through study and experience”
“Human ability to exercise judgment and take action facing varied situations.“
2 types of knowledge
► Explicit knowledge is codified in documents, books, files, databases, spreadsheets, web, social media, ...
► Tacit or Expert knowledge is information woven inside the mind of an expert, through experience, and measured by the quality of their decision making
Copyright © 2013 Coveo Solutions Inc. - All rights reserved. Proprietary and CONFIDENTIAL 17
formal definitions for
process of capturing,
and effectively
of and in organizations
knowledge management
distributingusing knowledge
Copyright © 2013 Coveo Solutions Inc. - All rights reserved. Proprietary and CONFIDENTIAL 18
formal definitions for
process of capturing,
and effectively
of and in organizations
knowledge management
distributingusing knowledge
► "Knowledge management is a discipline that promotes an integrated approach to identifying, capturing, evaluating, retrieving, and sharing all of an enterprise's information assets. These assets may include databases, documents, policies, procedures, and previously un-captured expertise and experience in individual workers.“
► … a range of strategies and practices used in an organization to identify, create, represent, distribute, and enable adoption and sharing of insights, experiences and lessons learned…
► The expertise gained is a product that can be sold to other organizations, hence the potential to link a dispersed organization and share knowledge…
► …recognition of knowledge as essential asset to be deployed broadly across an organization…
► The most central thrust in KM is to capture and make available, so it can be used by others in the organization, the information and knowledge that is in people's heads as it were, and that has never been explicitly set down.
Copyright © 2013 Coveo Solutions Inc. - All rights reserved. Proprietary and CONFIDENTIAL 19
Knowledgea) drives effective &
more relevant business
b) is an asset with huge return opportunity
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Enterprise value = $3B
if this were your
…how would you get return?balance sheet?
[ROA]Tangible assets $1B
[goodwill] brand, market permissions, information permissions, relationships, …
Relational capital + $1B
"Knowledge is often an organization's highly valuable asset, yet like any asset it will yield return only if front-line employees, managers and customers can use it to take action."
know-how, processes, information, competences, people & experts, …
Knowledge capital/asset + $1B [ROK?]
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the
ecosystem is opaque to
hence the asset is poorly
(latent*)
knowledgefront-line staff
reutilized
*(la·tent [leyt-nt] ): Latent can mean "hidden", "presently inactive" or "potentially existing but not yet realized.”
Copyright © 2013 Coveo Solutions Inc. - All rights reserved. Proprietary and CONFIDENTIAL 22
challenge collective knowledge
available & relevant
what is the
with putting the
to work, making it
for business?
(the hallmarks of KM)
Copyright © 2013 Coveo Solutions Inc. - All rights reserved. Proprietary and CONFIDENTIAL 23
vetted content
necessarilyis notrelevant
• x
companies confuse
vs.
(a transferable commodity)
knowledgeinformation• x
knowledge is not
unless it is inrelevantcontext
• x
consider these
about
management…
ideas knowledge
people are willing
knowledge unless there iswon't contributecontext & audience
• x
knowledge is
…not just in ECM or KBseverywhere
• x
• x
Copyright © 2013 Coveo Solutions Inc. - All rights reserved. Proprietary and CONFIDENTIAL 24
companies confuse
with
(a transferable commodity)
knowledgeinformation
People KnowledgeData Information
= knowledge capital = asset
Experts with knowledge, social or information permissions
Human abilityto exercise judgment and take action facing varied situations
Facts, numbers or individual entities without context or
purpose, structured or unstructured
Data that has been organized to aid decision making
Copyright © 2013 Coveo Solutions Inc. - All rights reserved. Proprietary and CONFIDENTIAL 25
people
by finding knowledge
…the informal
gets things doneeverywhere
organization
"most workers in bigger companies (65%) rely on one another, not management, to solve problems... and many (37%) ignore company rules , processes and systems because they have better way to get things done."
Katzenbach Partners LLC survey
The study confirms that the "Informal Organization" is where most employees turn to find job satisfaction.
► Experts are the knowledge workers who “understand how things are done around here”… they are everywhere in the organization, not only where corporate IT systems think they are.
Copyright © 2013 Coveo Solutions Inc. - All rights reserved. Proprietary and CONFIDENTIAL 26
People are willing to
but
they are given a
and an
share knowledgewon't unless
contextaudience
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isknowledgeeverywhere
► …if people won't feed the central system, then knowledge is everywhere
Systems, content,
& knowledge sources proliferate
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knowledge has
to employees unless it isno valuein context
not systemspeopledrive relevance
Copyright © 2013 Coveo Solutions Inc. - All rights reserved. Proprietary and CONFIDENTIAL 29
vetted content is
…but not necessarily
accurate
relevantnot systems
according to
a) who they are (physical)b) what they work on (situational)c) what they know (cognitive)
peopledrive relevance
context:
Copyright © 2013 Coveo Solutions Inc. - All rights reserved. Proprietary and CONFIDENTIAL 30
hence talking about
without talking about
makes no sense
KMrelevance
not systems
according to
a) who they are (physical)b) what they work on (situational)c) what they know (cognitive)
peopledrive relevance
context:
Copyright © 2013 Coveo Solutions Inc. - All rights reserved. Proprietary and CONFIDENTIAL 31
companies confuse
vs.
(a transferable commodity)
knowledgeinformation• x
quick reality check…
differs from KMconventional
IT thinkingknowledge is
…not just in ECM or KBseverywhere
• x
• x
vetted content
necessarilyis notrelevant
• x
knowledge is not
unless it is inrelevantcontext
• x
people are willing
knowledge unless there iswon't contributecontext & audience
• x
Copyright © 2013 Coveo Solutions Inc. - All rights reserved. Proprietary and CONFIDENTIAL 32
from a pure IT prospective
like a new
requirement
KM lookssystem of record
► Organizations often treat knowledge as a transferable commodity that can all be stored in a system of record, retrieved and used mechanically.
► Definition of KM is not centered around IT.
► While KM is facilitated by ECM, ECM by itself does not meet KM goals.
Copyright © 2013 Coveo Solutions Inc. - All rights reserved. Proprietary and CONFIDENTIAL 33
the standard
(processes & components)
the
(and with high economic consequences)
KM frameworkfails to dazzle
end user
1 Content management applications …fail to reach and deliver all - and relevant - content
2 Lessons Learned [best practices] databases …fail to reach people and the informal organization
3 Expertise locator applications …cannot surface the real experts through the content
4 Collaboration platforms for (CoPs) …are simply overwhelming and lack context & relevance
Copyright © 2013 Coveo Solutions Inc. - All rights reserved. Proprietary and CONFIDENTIAL 34
design intent of
platformscollaboration ► the design intent of collaborative software
is to transform the way documents and rich media are shared to enable more effective team collaboration.
► Collaboration software provides tools for groups of people or organizations to share information and coordinate activities.
► Enterprise Content Management (ECM) is the strategies, methods and tools used to capture, manage, store, preserve, and deliver content and documents related to organizational processes, within the entire scope of an enterprise.
Copyright © 2013 Coveo Solutions Inc. - All rights reserved. Proprietary and CONFIDENTIAL 35
companies confuse
vs.
(a transferable commodity)
knowledgeinformation• x
so how can we
management?
unleashknowledge
knowledge is
…not just in ECM or KBseverywhere
• x
• x
vetted content
necessarilyis notrelevant
• x
knowledge is not
unless it is inrelevantcontext
• x
people are willing
knowledge unless there iswon't contributecontext & audience
• x
Copyright © 2013 Coveo Solutions Inc. - All rights reserved. Proprietary and CONFIDENTIAL 36
requires a strategy to
ubiquitously
it resides, including
KMreach knowledge
everywherepeople…and in context
Copyright © 2013 Coveo Solutions Inc. - All rights reserved. Proprietary and CONFIDENTIAL 37
people work on
situations…
…they need the
of knowledge
intricate & unique
“Amazon idea”access & relevance
Copyright © 2013 Coveo Solutions Inc. - All rights reserved. Proprietary and CONFIDENTIAL 38
people work on
situations…
they need the
of knowledge
intricate & unique
“Amazon idea”access & relevance
all the books available, relevant to one/you!
Myrmecologyfrom Greek: μύρμηξ, myrmex, "ant" and λόγος, logos "study") is the scientific study of ants, a branch of entomology.
available on Amazon
…there are more myrmecologists-types within organizations than most would think…
Copyright © 2013 Coveo Solutions Inc. - All rights reserved. Proprietary and CONFIDENTIAL 39
example: we cannot predict
nor
will come from
customer interactionswhere the answer
hence we need personalized
injected into the
dynamically and
answers from everywherein-flight task
in context
Copyright © 2013 Coveo Solutions Inc. - All rights reserved. Proprietary and CONFIDENTIAL 40
if knowledge is
reach it
if only
knowledge matters
bring it in
relevant
context
everywhere
everywhere
Copyright © 2013 Coveo Solutions Inc. - All rights reserved. Proprietary and CONFIDENTIAL 41
focus on the fundamental
of using not mining knowledgegoal
focus on broad
andaccessrelevance
to deliver
to end-users
contextualizerelevance
reach
who are expertspeople
designing KM for success
what is the
that
want?
KM
usersreach knowledge
everywhere
Copyright © 2013 Coveo Solutions Inc. - All rights reserved. Proprietary and CONFIDENTIAL 42
Federated Content
is powerful
it can reach and
securely any
search & indexing technology
harnesscontent
► Moving data is a losing game! Sources proliferate. Unified indexing is the essential first step to harness big, fragmented data.
► A unified index can connect, harness and contextualize vast quantities and variety of information, delivering relevant knowledge at the speed of business.
Fragmented · Big Data
Copyright © 2013 Coveo Solutions Inc. - All rights reserved. Proprietary and CONFIDENTIAL 43
is powerful
it can bring
into
search & relevancetechnology
contentcontext
Copyright © 2013 Coveo Solutions Inc. - All rights reserved. Proprietary and CONFIDENTIAL 44
S&R can also
who are experts
…through the
they leave
reach people
tracesin the content
► Experts can be found through the content and traces they leave within systems, including the relevant content they care about.
► Democratizing knowledge access eliminates the use of bad information, by linking people to content relevance and increasing relevance for everyone.
Copyright © 2013 Coveo Solutions Inc. - All rights reserved. Proprietary and CONFIDENTIAL 45
Connect Harness Contextualize Engage
How search & relevance technologywork
FragmentedContent [Big data]
· Cloud· Web · Social
On-premise · dBs · ECM · Docs· CRM · email …
· Structured· Unstructured
SecureConnectors
Crawl content sources
Connect
Copyright © 2013 Coveo Solutions Inc. - All rights reserved. Proprietary and CONFIDENTIAL 46
How search & relevance technologywork
Connect Harness Contextualize Engage
Text analyticsEntity extractionThemes extractionNew entities, tagging, …
UnifiedIndex
Federate & enrich content
Harness
FragmentedContent [Big data]
· Cloud· Web · Social
On-premise · dBs · ECM · Docs· CRM · email …
· Structured· Unstructured
SecureConnectors
Crawl content sources
Connect
Copyright © 2013 Coveo Solutions Inc. - All rights reserved. Proprietary and CONFIDENTIAL 47
How search & relevance technologywork
Connect Harness Contextualize Engage
Re
leva
nt
con
ten
t/p
eo
ple
= B
ett
er
act
ion
s
Text analyticsEntity extractionThemes extractionNew entities, tagging, …
UnifiedIndex
Federate & enrich content
Harness
FragmentedContent [Big data]
· Cloud· Web · Social
On-premise · dBs · ECM · Docs· CRM · email …
· Structured· Unstructured
SecureConnectors
Crawl content sources
Connect
Interact & refine
Insight consoles
Engage
Situation context:· Customer, account- Case, claim· Project, product· Website
Copyright © 2013 Coveo Solutions Inc. - All rights reserved. Proprietary and CONFIDENTIAL 48
How search & relevance technologywork
Connect Harness Contextualize Engage
Re
leva
nt
con
ten
t/p
eo
ple
= B
ett
er
act
ion
s
Text analyticsEntity extractionThemes extractionNew entities, tagging, …
UnifiedIndex
Federate & enrich content
Harness
FragmentedContent [Big data]
· Cloud· Web · Social
On-premise · dBs · ECM · Docs· CRM · email …
· Structured· Unstructured
SecureConnectors
Crawl content sources
Connect
inform relevance with:• Physical (who you are)• Situational (task you are working on)• Cognitive (what you know/care about)
Advanced relevance engine
Configure & control relevance
Contextualize
Interact & refine
Insight consoles
Engage
Situation context:· Customer, account- Case, claim· Project, product· Website
Copyright © 2013 Coveo Solutions Inc. - All rights reserved. Proprietary and CONFIDENTIAL 49
An example within Salesforce.com · detailed demo at http://www.youtube.com/watch?v=x_jOmDEF_FM&hd=1&wide
Copyright © 2013 Coveo Solutions Inc. - All rights reserved. Proprietary and CONFIDENTIAL 50
computing
that the CEO will care abouteconomic return
• $6 Mil ROI for a 600-user deployment [Fortune 50 Healthcare company]
• 63% increase in self-service website logins, 92% increase in document downloads, increased membership renewals [large global technology association]
• Increase of 11% in profits during a down economy due to better use of knowledge [large engineering firm].
• Faster time to market with more innovative products [Fortune 50 healthcare company]
• $7 Mil ROI from a single found document [F500 aerospace & defense contractor]
• Improved mean-time-to-repair for targeted worst-case-scenario events by up to 28% [global electronics manufacturer]
• Cut case resolution time by 20%. Improved online customer satisfaction by nearly 2 points since implementation, collectively a rating of 93.4% [software
company in the government sector]
• Time to customer service case resolution down 15%. Issue volume increase of 15%, customer service headcount reduction of 5%. Increase in customer self-service satisfaction by 10%. [F100 technology company]
“Without Coveo, finding appropriate correlations would depend
on a superhuman ability to predict what considerations you’ll
need to apply to information. It’s otherwise impossible. It’s the
only way to deal with the explosion of content that we’re
seeing. People just won’t be able to do their work without
Coveo in the future.”
[asset management company, financial sector]
“ROI is time savings and the value of increased innovation,
more connectivity among employees, faster and more accurate
program bids, and overall increased productivity.”
[aerospace & defense contractor]
Case studies & company references at www.coveo.com
Copyright © 2013 Coveo Solutions Inc. - All rights reserved. Proprietary and CONFIDENTIAL 51
we measure success in
anduser adoptionfinancial return
Case studies & references at www.coveo.com