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-commerce, 9 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And as for the workplace, employees waste over 30% of their day due to outdated technology that doesn’t suit their data-finding needs.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].

“Customers are digital-first by necessity, and they're much more conscious of their decisions and loyalties because of the somatic marker that is COVID-19.”-@briansolis, Author, Digital Anthropologist, and Global Innovation Evangelist at @salesforce pic.twitter.com/qYg0XNNV5E

— COVEO (@coveo) March 24, 2021

Brian dropped some serious knowledge! #Relevance360

— COVEO (@coveo) March 25, 2021

"Customer experience is the number one catalyst driving digital transformation right now." — @briansolis at #Relevance360 #CustomerExperience pic.twitter.com/kvuy6KBgZs

— Dan Gingiss (@dgingiss) March 25, 2021

LIVE at Coveo #Relevance360 with @briansolis, Global Innovation Evangelist @salesforce, Digital Anthropologist & Author

"Experience is in the eyes of the beholder."-@briansolis pic.twitter.com/semlNxYkGD

— COVEO (@coveo) March 25, 2021

MY MAN @briansolis (The Godfather of #CX) joins @CoveoLouis to talk about Relevance.#relevance360 pic.twitter.com/KTAtYTIwjw

— Dan Gingiss (@dgingiss) March 25, 2021

"Any great transformation or any great innovation starts because someone like you decided to see things differently and do things differently as a result" @briansolis #Relevance360 #Coveo

— floisand (@floisand) March 25, 2021

We all have the opportunity to get closer to our customers and be more relevant, says #CX guru @briansolis of @salesforce at #Relevance360 (w/ @CoveoLouis) pic.twitter.com/lQYKJlgDSO

— Dan Gingiss (@dgingiss) March 25, 2021

Did you know?

"75% of customers have experienced a new brand during the pandemic."-@briansolis at Coveo #Relevance360 pic.twitter.com/Ykwwu5jenb

— COVEO (@coveo) March 25, 2021

 

Such a good point from @briansolis — Doing #customerexperience right is not as hard when you focus on what YOU as a customer would want. #Relevance360 pic.twitter.com/tNTgQ9XhkA

— Dan Gingiss (@dgingiss) March 25, 2021