Diane Berry

Coveo

Diane Berry is Senior Vice President, Marketing and Communication of Coveo, and leads the organization’s strategic positioning, go-to-market strategies, and its communication with all constituencies. Ms. Berry previously held executive roles at Taleo Corp, SelectMinds and Smyth Solutions.

Let us know if this has ever happened to you – “I just wasted how much time?” or “What do you mean this already exists?”

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Posted on 2012-05-15

Let’s face it. The more data available to your company, the less you know what you think you know.

Sound strange? Just think about it…and perhaps consider your own experience. Let’s say you are an engineer or product developer for a mid-sized company. Say the company has been around for 30 years, creates complex products requiring QA testing and perhaps regulatory compliance. At the same time, the company has grown to 10,000 people with 3,000 engineers split among seven different offices in three countries.

You’ve been with the company for three years, working in the headquarters campus where there are close to 1,000 engineers. Perhaps you know 100 people with whom you’ve worked on projects during the past three years. Say you know another 100 people by reputation, but you’re not entirely sure of all of their projects (past and present). That leaves 2800 engineers you don’t know, and you have no idea what they‘ve done, or even what they are working on right now. Sure...

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Forbes: CA Technologies’ Product Development is ‘Data Driven’

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Posted on 2012-04-10

If there’s one company that could serve as a showcase for how better Insight into vast amounts of data can drive improvements throughout an organization, it’s CA Technologies. Coveo has been working with CA Technologies for several years to help them make sense of the massive amounts of information about its expanding and today, quickly changing products and services portfolio, customers (including those from newly acquired companies), projects, people, and more–contained in more than 70 different systems as well as across social channels. Through Coveo’s Insight Consoles, all 13,000 of CA Technologies’ employees have a consolidated, correlated view of information across systems – at their fingertips, in real-time.

A good example of CA Technologies’ use of insight solutions was chronicled recently on Forbes.com. The article, written by columnist Dan Woods and posted on Forbes’s “Data Driven” blog, focuses on “...

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Executives Report Customer Centricity Drives Revenue Yet Major Barriers Stand in the Way

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Posted on 2012-03-15

Customers are the lifeblood of every organization. And yet most don’t know enough about their customers, their interactions, their preferences, what they’ve said across social channels, if they are happy, or if they are thinking about defecting to the competition, and why.

It’s not due to lack of trying. Companies are struggling to become nimble enough to first understand and then respond quickly and accurately to customer needs, across all departments, particularly customer service, sales & marketing and engineering, those which are most concerned with customer interaction. This requires placing the customer at the center of the organization.

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The Consumerization of the B2B Website

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Posted on 2012-03-01

Like many busy professionals, I shop online. Recently I’ve noticed those items I’ve looked at on, for example, the Neiman Marcus website follow me around the internet as I surf for information related to my work. This doesn’t work for me. The context is all wrong. I am not shopping for shoes while I am reading a blog about the new category of insight software. The relationship between me and the shoes may be right – Google has correlated my action, though not interpreted it. I actually did not like that pair of shoes and not only is the context wrong, the shoes are no longer relevant to me. They now irritate me, following me around the web for a couple of days. Now I have a not-so-good feeling about Neiman Marcus.

Clearly we all know that the customer experience runs across all channels and all front-line employees; however the website is arguably the most important channel for many organizations—and not just for ecommerce, but for complex, B2B products and services as...

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Understanding the Evolution from Disparate Data to Informative Insights

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Posted on 2012-02-17

Data, by its very nature, is difficult to find and to analyze because it’s stored in so many places, with no way to search through it or correlate it across systems to derive meaning from it.

As a recent Fast Company interview with Coveo CEO Louis Têtu stated, people who could remember all of this information, and easily correlate it—mentally—were those who succeeded most often. However, the amount of unstructured data makes it impossible for an individual to know everything that’s occurring related to a specific topic, at any point in time. Add in social media channels which contain up to the minute data, and you have an unbelievably complex information mess. How can an individual, much less all employees in a company, gain insight from such widespread, diverse data in disparate systems?...

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It’s all about Relationships!

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Posted on 2012-02-15

As we all know, today is Valentine’s Day and many of us will be celebrating the love of family and friends and those relationships that bring us closer together. The whole concept of relationships is important, not only in real life but in terms of data and information sharing — how relationships between data points creates Insight and leads to business value and intelligence.

Here at Coveo we often discuss the importance of Insight — leveraging the full breadth and depth of information available across your organization. As we all know, this can include all subsets of data –structured and unstructured – email, voicemail, digital channels and more. We’ve also discussed the importance of being a customer-centric organization...

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Understanding the Building Blocks of Insight

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Posted on 2012-02-03

Our latest eBook, “2012 Guide to an Insightfull Customer-Centric Organization,” helps organizations understand how to leverage the Insight inside their enterprise and social data and move towards a more customer-centric model of business. Over the next few weeks, I’ll share additional thoughts on each of the 10 steps that we advise companies follow to create stronger, more productive and customer-focused organizations.

Recently, I wrote about the shift from being a product-centric organization to a customer-centric organization. As you look to make that journey, the first step is to understand what knowledge capital is, where it resides, and how it can be turned into Insight in order to move towards a customer-centric environment.

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Embrace Chaos for Customer Centricity

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Posted on 2012-01-27

Last week during a webinar discussion with Michael Maoz of Gartner, Leo Annab from CA Technologies and our CEO, Louis Tetu, I asked where each would recommend that a leader get started on the road to customer centricity. Not surprisingly, the answers were a fitting end to a wide-ranging, intellectually stimulating discussion about:

• The nature of knowledge and Insight, applied to customer centricity

• How CA Technologies has evolved its approach to managing and accessing information to place customers at the center of operations

• How Gartner sees the relationship between customer service, marketing and product development, which again is centered in knowledge and information

Michael recommended that a great place to start with Customer Centricity is “from the outside in,” with an online forum for customers, where they...

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Better Insight Drives Customer Centricity

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Posted on 2012-01-17

Does this sound familiar: “This year, we will build our business processes to center on the customer.” Or, “This year, we will enhance the customer experience.”

While placing customers at the center of operations and enhancing their experiences are common goals, they are not often successful initiatives. Too often, companies execute on customer centricity only in marketing and customer service—leaving out parts of the organization that have information important to enabling customer centricity and a better experience, and importantly, to ensure products are created that meet customers’ evolving needs. The often ignored Engineering/Product Development & Sales departments can also benefit from access to customer information within customer service and marketing. Conversely, the information they “own” would be well-used by Customer Service and Marketing..

Customer-centric operations place the customer in the middle of all operations. Consolidated customer, product,...

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Can Knowledge Be Engineered?

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Posted on 2012-01-11

Considering that knowledge is ostensibly the most valuable asset of an organization—hence the term “knowledge capital”—it is not only interesting but perhaps essential to consider if knowledge can be engineered. If we can engineer knowledge—which would equate to better Insight, as Insight is the ability to gain knowledge to take action—we would in effect increase the efficiency and effectiveness of operations in, say, Engineering.

In Engineering departments particularly, knowledge is king, and yet information is in multiple, siloed systems and engineers and others are often unable to leverage it. Many organizations tend to confuse knowledge with information. Whereas information is just the combination of the data residing in a vast array of systems and sources, knowledge is the human capacity to take action facing a complex situation; for example, building a better product.

In Engineering, we have siloed information, which is not turned into knowledge through human...

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