Blueprint for GSA Migration with Coveo
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The document outlines Coveo's strategy for upgrading the GSA and highlights the importance of relevance in business interactions through insights and AI-driven search. It discusses the need for businesses to adapt to the demands of customers and employees for contextual and personalized experiences using insight engines. A structured approach is recommended to assess relevance maturity and implement actionable steps to enhance digital experiences across the enterprise.
Blueprint for GSA Migration with Coveo
- 1. Gauthier Robe VP, Products - Coveo The Blueprint: GSA Upgrade Strategy www.coveo.com Mike Cizmar CEO - MC+A + www.mcplusa.com
- 2. About Us Over a decade of experience implementing and customizing search experiences for clients. We help clients develop solutions that deliver positive business outcomes. Coveo makes business personal by bringing relevance to every interaction customers, partners and employees have with your organization.
- 3. The picture can't be displayed. 3 Understand the Problem Don’t Panic. Have a Plan.
- 4. The GSA “Cliff” 2016 Last chance to get new GSA 2 year sales. 2017 No new sales. 1 year extensions. 2018 No new sales. Appliances start to shut off. You Are Here. The State of the GSA
- 5. 5 Customers and employees demand relevance. Without it, you lose them. Demands It’s never been so easy to create or share content. We’re overwhelmed with information. Machine learning and AI have real world applications. The relevance revolution. Proliferation Technology The State of Business
- 6. The picture can't be displayed. 6 The Path Forward Embrace the moment
- 7. Insight engines apply relevancy methods to describe, discover, organize and analyze data. This allows existing or synthesized information to be delivered proactively or interactively, and in the context of digital workers, customers or constituents at timely business moments. Insight Engines are the answer Source: Gartner MQ for Insight Engines 2017 COMPLETENESS OF VISION As of March 2017 ABILITYTOEXECUTE
- 8. Relevancy and completeness matter most “Search is about finding answers, content, and documents; adding useful context to apps; and augmenting human intelligence. The most important requirements are the relevancy and completeness of the returned results.” Source: The Forrester Wave™: Cognitive Search and Knowledge Discovery Solutions, Q2 2017 The Forrester Wave™ is copyrighted by Forrester Research, Inc. Forrester and Forrester Wave are trademarks of Forrester Research, Inc. The Forrester Wave is a graphical representation of Forrester's call on a market and is plotted using a detailed spreadsheet with exposed scores, weightings, and comments. Forrester does not endorse any vendor, product, or service depicted in the Forrester Wave. Information is based on best available resources. Opinions reflect judgment at the time and are subject to change. Challengers Contenders Strong Performers Leaders Strong Current Offering Weak Weak Strategy Strong
- 9. SILOED SEARCHES FEDERATED SEARCHES CRMMTM STAGES POSITIVE BUSINESS IMPACT & ROI NEGATIVE BUSINESS IMPACT & ROI LAGGARD Coveo Relevancy Maturity ModelTM SECURED UNIFIED RANKING CONTENT NAVIGATION 2 TUNABLE RELEVANCE 3 CONTEXTUAL RELEVANCE 4 SELF LEARNING PREDICTIVE RECOMMENDATIONS 6CONTEXTUAL SUGGESTIONS 5 RESPONSIVE – Relevance is personal PROACTIVE – Relevance is contextual PREDICTIVE – Relevance is predictable LEADER 1 efficiency content proficiency intelligence You Are Here.
- 10. The picture can't be displayed.1 Data & knowledge ecosystem secure connectivity to reach and unify across the entire enterprise Behavioral analytics wisdom from the interactions’ sumtotal cues likely intent Machine learning data science drive “what you need next” recommendations content relevanceintent+ = Every interaction tells a story; you just have to listen and learn. + Profile & integration …in the course of work or digital interactions context Choreography between indexing, search, user interaction, analytics, machine learning and predictive science Delivering the complete information ecosystem, to drive boutique personalization.
- 11. For companies to unify the digital experience, they have to make each one personal and relevant to every customer, across the journey. Digital experiences rely on rich, relevant information & recommendations, throughout the journey. Digital experiences are powered by search & AI. “Relevance is the currency of the digital age.” Digital Experiences have to be Relevant
- 12. The picture can't be displayed.1 No One Likes to Be First A Case Study
- 13. Digital Experiences have to be Relevant beyond traditional interfaces Context pinning Multi-sources relationships/folding Use case focused interfaces
- 14. Digital Experiences have to be Relevant beyond traditional interfaces In-context search
- 15. Digital Experiences have to be Relevant enable Machine Learning for Intelligent query suggest Automatic relevance tuning Recommendations Intelligent detection Personalization
- 16. Digital Experiences have to be Relevant without Machine Learning with Machine Learning
- 17. Digital Experiences have to be Relevant without Machine Learning with Machine Learning
- 18. Digital Experiences have to be Relevant go beyond traditional experiences
- 19. The picture can't be displayed.1 Well, how do I get there? An Actionable Blueprint
- 20. The Journey Ahead Image Credit “The Design Squiggle” by Damien Newman
- 21. Through a transformative process INITIATE EXECUTE HANDOFFUSER ACCEPTANCE DEFINE Image Credit “The Design Squiggle” by Damien Newman
- 22. The sooner you start, the better the results Capitalize on opportunities provided by machine learning and analytics Engage in making the switch. What does success look like? Set short & medium term targets. DEPLOY USER ACCEPTANCE EXECUTEDEFINE What is your Relevance Maturity? Understand all potential use cases? INITIATE Actionable Steps
- 23. DEPLOY USER ACCEPTANCE EXECUTE 1. Review Users and Workflows 2. Review Usage Analytics 3. Avoid Big Bang 4. Review Maturity Matrix (Where are you? Where should you be?) 1. Search Best Practice Engagement Actionable Steps DEFINEINITIATE
- 24. DEPLOY USER ACCEPTANCE EXECUTEDEFINEINITIATE Actionable Steps 1. Define Success Criteria 2. Schedule Quick Wins 3. Be Realistic 4. Dream!
- 25. DEPLOY USER ACCEPTANCE EXECUTEDEFINEINITIATE Actionable Steps 1. Utilize the UI Toolkit 2. MC+A Bridge 3. Utilize Consulting in a Hybrid Team 4. Find Strong internal talent
- 26. DEPLOY USER ACCEPTANCE EXECUTEDEFINEINITIATE Actionable Steps 1. Plan on UAT for at least 30% of the project 2. Prepare to have missed things 3. MVP is MVP
- 27. DEPLOY USER ACCEPTANCE EXECUTEDEFINEINITIATE Actionable Steps 1. Take the first step 2. Understand your Organization 3. Be realistic with your timeline 4. Avoid “Big Bang” 5. Search is a Program
- 28. MC+A GSA Bridge If you like the connectors you have, keep them.
- 29. Activities Typical Duration* Discovery Define Requirements & Value Technical / UX Design Development / Testing Deploy / Change Control A Typical Implementation 1 Week 1-2 Weeks 2-3 Weeks Weeks* 1 Week * Phase can vary greatly depending on implementation complexity.