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October 7, 2020 - 11:00 am - 12:15 pm PDT
Today’s support leaders know that going digital isn’t enough – that strong content practices and robust measurement are the only way to deliver the service experiences your customers expect across every channel.
Experiences need to be optimized to meet the demands of each user, at every interaction. But as support channels expand and customer preferences grow, understanding customer behavior, delivering the right content in the right place, and measuring success can become increasingly difficult and put ROI of your KCS program in jeopardy.
In this 45 minute session, Bonnie Chase will discuss how you can improve the capacity and efficiency of your knowledge-centered organization through data and AI to help you continuously optimize and tailor customer experiences to:
- Understand user behavior across your service channels and how to optimize your KCS practice
- Identify opportunities to tailor experiences to increase engagement and excitement across audiences
- Make targeted, iterative improvements that make an impact
Join our session to learn how Coveo helps KCS practitioners use data and AI to inform their customer experiences and continuously improve service outcomes.
There will be time at the end for questions and discussion.