Ed Shepherdson
Ed Shepherdson
Ed Shepherdson serves as Coveo's Senior Vice President of Enterprise Solutions. He brings 30 years of experience in the technology industry to this role. Prior to joining Coveo, he spent 18 years at Cognos, now an IBM company, where he most recently served as Vice President of Global Customer Support.
What’s Next for Customer Experience in 2014?
Companies across all industries are well aware that, in today's market, customer experience stands as their primary differentiator. Let's face it, we are coming...
How to Preserve the Human Element of Customer Service
New technology is designed to make our lives easier. But in the realm of customer service, new technology and personalized service are often at...
When “Undercover Boss” Comes to Customer Service – A Knowledge Management Challenge
Many within customer service know the knowledge management challenges that service agents face on a daily basis. But oftentimes, these challenges don't make their...
Information Not Found, Again — Corporate 404 Infiltratesthe Workplace, Proving Knowledge Management Challenges
A recent TED talk by Renny Gleeson on "the story of a page not found" got me thinking. When we land on a website's...
Is Your Content Valuable for Knowledge Management?
One of the most common businesses phrases these days is "Content is King." Knowledge workers in many organizations create new content and contribute to...
Fixing the Onboarding Dilemma with Advanced Enterprise Search
Many organizations sell and support complex products or services. In these types of organizations, the knowledge to navigate this complexity is collected over time...
What’s More Difficult to Reduce: The National Debt or Your Backlog?
The United States has held a public debt since 1789. While your accumulation of unresolved customer cases hasn't been around quite that long, it...
Does Knowledge Have a Lifecycle? How to Manage and Access Your Most (and Least) Valuable Content
We live in an era where organizations are collecting more information than ever before, making it difficult to harvest its value. To cut through...
Attention Companies: Stop Knowledge Hoarding
We have grown up in an era where knowledge was considered power. If you had the best marks in your class at school,...
Mining for Gold: Search Technology Finds Knowledge Amid the Data Chaos
Customer demand for high-quality support continues to grow, as customers have raised the bar for every interaction with support organizations. This comes as a...
The Customer Service Crossroads – Which road will you take?
It's no secret that today's customer support operations are overwhelmed by data—social media content, survey data, rising interaction volumes, recordings, chats and more. As...
Advice for CRM Pros: Act like a Carpenter
Today's customer service professionals are equipped with an unprecedented amount of tools. Like a carpenter, each tool performs a specific function that's essential to...
IT Chaos: Is it simply moving to the Cloud to create “Claos?”
Today's IT department finds itself in a precarious position: balance stakeholder demands against the need to maintain governance, compliance and control. Environments are becoming...
Survey says
Customer Experience management is all the buzz now a days. The good news is that companies seem to be more and more genuine about...
Poor Customer Service + Amazing Technology Still Equals Poor Customer Service
I watched a news clip from the Today Show last week about Boeing delivering their new Dreamliner 787 to Japan's ANA airlines. What a...
The Great Divide: Customer Expectations vs. Customer Service Delivery
Today's consumers, whether B2B or B2C, are much more informed than ever before about the products and services they are buying. This newly...
The Great Divide: Customer Expectations vs. Customer Service Delivery
Today's consumers, whether B2B or B2C, are much more informed than ever before about the products and services they are buying. This newly...
Transparency: A Critical Component to Good Customer Service. Do You Have It?
I have been in the customer service business for more than two decades and the same discussions continue to rage on and on about...
360 Degree Views. We’ve Heard that Before, But is Anyone Actually Delivering It?
I am sure you have heard it all before: Customer 360° views, Account 360° views and Project 360° views. But has anyone actually delivered...
Joint Research with the TSIA – Enterprise Search 2.0 Powered Analytics: Transform Data into Actionable Knowledge
If you needed further evidence that customer support operations are overwhelmed by data, look no further than the joint research paper released today by...