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.
BI vs. Analytics: Understanding the Role of Each in Making Informed Decisions (Part 1)
Information impacting business operations is diverse, complex and growing at staggering rates. Due to unrelenting competition, changing markets, and accelerating rates of adoption for...
Where Does Knowledge Really Exist?
Where does knowledge really reside in your organization? If managing knowledge was an easy problem to solve, it would have been solved years ago. Today,...
Is Customer Self-Service No Longer Effective?
Customer Service continues to be a regular topic of conversation within the leadership ranks of many companies. As companies look for ways to keep...
New Survey Reveals Harsh Realities for Contact Centers
This week we announced new research that reveals some harsh realities for today's contact center. The survey results indicate the biggest problems are caused...
The ROI of Time in Customer Support Organizations
Have you ever sat down at your computer in the evening to do a little bit of research on the internet for some topic...
Is Time the Real Currency of Customer Support?
Anyone who has worked in or managed a customer service organization will quickly realize that almost all operational metrics collected include some form of...