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Copyright © 2013 Coveo Solutions Inc. - All rights reserved. Proprietary and CONFIDENTIAL 2

Speaker

Louis Tetu, CEO Coveobackground:

► Founder, CEO, Chairman Taleo [NASDAQ: TLEO]

► President, Baan Supply-Chain Solutions

areas of expertise:

► knowledge management

► talent management

► supply-chain management

Listen to the live narration here!

http://pages.coveo.com/WhyKnowledgeTopstheCEOAgenda.html

http://pages.coveo.com/WhyKnowledgeTopstheCEOAgenda.html


About

our mission is to be the no1

company in the world search & relevance

technology solutions“My top recommended search platform,due to its "faceted search and dynamic integrations.”

John Ragsdale, VP Research

“Excellent search across structured and unstructured sources” + “strong visualization and dashboarding tools to present search results in very consumable ways."

Kate Leggett, Principal Analyst

Speaker




areas of expertise:





About

for knowledge managementsearch & relevancetechnology solutions

700 installations500+ customers globally, 2M users

150 experts · 75 R&DR&D in search, indexing & relevance, & big data

Global alliances

3 Lines of BusinessOne search & relevance technology platform

Knowledge management

Customer service

Websites search & content personalization

1

2

3


our DNA is thought leadership

Speaker




areas of expertise:





why

technology is the search & relevancecatalyst for KM

• x

why

is only

in context

knowledgerelevant

why embrace collective

wherever it resides

including…

knowledgeeverywhere

peopleTop reasons why

to deliver on user expectationsKM often fails?

• x

in business

and why it is the

of

what is knowledge?next big wave

value creation?

we will discuss…

• x

• x

examples &

benefitsfinancial


2 fundamental KM challengesKnowledge is everywhere.Users are craving relevance.


why

technology is the

for

search & relevancecatalyst

knowledge management?

People KnowledgeData Information


most people think about

as efficient

from systems of record

…and yes it is that also…

search technologyretrieval


Knowledge/data/content

iswithout relevanceuseless


inability to deliver/obtain the most

affects business

and lack of relevance is

across most enterprises

relevant knowledge

pandemic


inability to deliver/obtain the most

affectsrelevant knowledgesales

serviceonlineoperations

…

…relevance to customer needs

…relevance to customer issues

…relevance to user needs

…reinvent the wheel


transactions stall or fail due to

innovation is slower due to…

with important

knowledge gaps

economic impactslower sales & conversionscustomer satisfactionlower quality service NPS & customer churntaking less relevant products to market


companies create

… by responding to

with greater immediacy and

shareholder value

customersrelevance

…employees taking better actions to respond to customer needs profitably:

innovation: value added products that differentiate competitively

sales: alignment with customer needs to create more revenue

customer service: better service improves relational capital and market permissions


back to basics: what is

in business?knowledge “Human understanding of a subject matter

acquired through study and experience”

“Human ability to exercise judgment and take action facing varied situations.“


in business

…a human

to take

…a form of competence

knowledge

abilityaction

“Human understanding of a subject matter acquired through study and experience”

“Human ability to exercise judgment and take action facing varied situations.“

2 types of knowledge

► Explicit knowledge is codified in documents, books, files, databases, spreadsheets, web, social media, ...

► Tacit or Expert knowledge is information woven inside the mind of an expert, through experience, and measured by the quality of their decision making


formal definitions for

process of capturing,

and effectively

of and in organizations

knowledge management

distributingusing knowledge


formal definitions for

process of capturing,

and effectively

of and in organizations

knowledge management

distributingusing knowledge

► "Knowledge management is a discipline that promotes an integrated approach to identifying, capturing, evaluating, retrieving, and sharing all of an enterprise's information assets. These assets may include databases, documents, policies, procedures, and previously un-captured expertise and experience in individual workers.“

► … a range of strategies and practices used in an organization to identify, create, represent, distribute, and enable adoption and sharing of insights, experiences and lessons learned…

► The expertise gained is a product that can be sold to other organizations, hence the potential to link a dispersed organization and share knowledge…

► …recognition of knowledge as essential asset to be deployed broadly across an organization…

► The most central thrust in KM is to capture and make available, so it can be used by others in the organization, the information and knowledge that is in people's heads as it were, and that has never been explicitly set down.


Knowledgea) drives effective &

more relevant business

b) is an asset with huge return opportunity


Enterprise value = $3B

if this were your

…how would you get return?balance sheet?

[ROA]Tangible assets $1B

[goodwill] brand, market permissions, information permissions, relationships, …

Relational capital + $1B

"Knowledge is often an organization's highly valuable asset, yet like any asset it will yield return only if front-line employees, managers and customers can use it to take action."

know-how, processes, information, competences, people & experts, …

Knowledge capital/asset + $1B [ROK?]


the

ecosystem is opaque to

hence the asset is poorly

(latent*)

knowledgefront-line staff

reutilized

*(la·tent [leyt-nt] ): Latent can mean "hidden", "presently inactive" or "potentially existing but not yet realized.”


challenge collective knowledge

available & relevant

what is the

with putting the

to work, making it

for business?

(the hallmarks of KM)


vetted content

necessarilyis notrelevant

• x

companies confuse

vs.

(a transferable commodity)

knowledgeinformation• x

knowledge is not

unless it is inrelevantcontext

• x

consider these

about

management…

ideas knowledge

people are willing

knowledge unless there iswon't contributecontext & audience

• x

knowledge is

…not just in ECM or KBseverywhere

• x

• x


companies confuse

with


knowledgeinformation

People KnowledgeData Information

= knowledge capital = asset

Experts with knowledge, social or information permissions

Human abilityto exercise judgment and take action facing varied situations

Facts, numbers or individual entities without context or

purpose, structured or unstructured

Data that has been organized to aid decision making


people

by finding knowledge

…the informal

gets things doneeverywhere

organization

"most workers in bigger companies (65%) rely on one another, not management, to solve problems... and many (37%) ignore company rules , processes and systems because they have better way to get things done."

Katzenbach Partners LLC survey

The study confirms that the "Informal Organization" is where most employees turn to find job satisfaction.

► Experts are the knowledge workers who “understand how things are done around here”… they are everywhere in the organization, not only where corporate IT systems think they are.


People are willing to

but

they are given a

and an

share knowledgewon't unless

contextaudience


isknowledgeeverywhere

► …if people won't feed the central system, then knowledge is everywhere

Systems, content,

& knowledge sources proliferate


knowledge has

to employees unless it isno valuein context

not systemspeopledrive relevance


vetted content is

…but not necessarily

accurate

relevantnot systems

according to

a) who they are (physical)b) what they work on (situational)c) what they know (cognitive)

peopledrive relevance

context:


hence talking about

without talking about

makes no sense

KMrelevance

not systems

according to

a) who they are (physical)b) what they work on (situational)c) what they know (cognitive)

peopledrive relevance

context:


companies confuse

vs.



quick reality check…

differs from KMconventional

IT thinkingknowledge is


• x

• x

vetted content


• x

knowledge is not


• x

people are willing


• x


from a pure IT prospective

like a new

requirement

KM lookssystem of record

► Organizations often treat knowledge as a transferable commodity that can all be stored in a system of record, retrieved and used mechanically.

► Definition of KM is not centered around IT.

► While KM is facilitated by ECM, ECM by itself does not meet KM goals.


the standard

(processes & components)

the

(and with high economic consequences)

KM frameworkfails to dazzle

end user

1 Content management applications …fail to reach and deliver all - and relevant - content

2 Lessons Learned [best practices] databases …fail to reach people and the informal organization

3 Expertise locator applications …cannot surface the real experts through the content

4 Collaboration platforms for (CoPs) …are simply overwhelming and lack context & relevance


design intent of

platformscollaboration ► the design intent of collaborative software

is to transform the way documents and rich media are shared to enable more effective team collaboration.

► Collaboration software provides tools for groups of people or organizations to share information and coordinate activities.

► Enterprise Content Management (ECM) is the strategies, methods and tools used to capture, manage, store, preserve, and deliver content and documents related to organizational processes, within the entire scope of an enterprise.


companies confuse

vs.



so how can we

management?

unleashknowledge

knowledge is


• x

• x

vetted content


• x

knowledge is not


• x

people are willing


• x


requires a strategy to

ubiquitously

it resides, including

KMreach knowledge

everywherepeople…and in context


people work on

situations…

…they need the

of knowledge

intricate & unique

“Amazon idea”access & relevance


people work on

situations…

they need the

of knowledge

intricate & unique

“Amazon idea”access & relevance

all the books available, relevant to one/you!

Myrmecologyfrom Greek: μύρμηξ, myrmex, "ant" and λόγος, logos "study") is the scientific study of ants, a branch of entomology.

available on Amazon

…there are more myrmecologists-types within organizations than most would think…

http://en.wiktionary.org/wiki/%CE%BC%CF%8D%CF%81%CE%BC%CE%B7%CE%BE


example: we cannot predict

nor

will come from

customer interactionswhere the answer

hence we need personalized

injected into the

dynamically and

answers from everywherein-flight task

in context


if knowledge is

reach it

if only

knowledge matters

bring it in

relevant

context

everywhere

everywhere


focus on the fundamental

of using not mining knowledgegoal

focus on broad

andaccessrelevance

to deliver

to end-users

contextualizerelevance

reach

who are expertspeople

designing KM for success

what is the

that

want?

KM

usersreach knowledge

everywhere


Federated Content

is powerful

it can reach and

securely any

search & indexing technology

harnesscontent

► Moving data is a losing game! Sources proliferate. Unified indexing is the essential first step to harness big, fragmented data.

► A unified index can connect, harness and contextualize vast quantities and variety of information, delivering relevant knowledge at the speed of business.

Fragmented · Big Data


is powerful

it can bring

into

search & relevancetechnology

contentcontext


S&R can also

who are experts

…through the

they leave

reach people

tracesin the content

► Experts can be found through the content and traces they leave within systems, including the relevant content they care about.

► Democratizing knowledge access eliminates the use of bad information, by linking people to content relevance and increasing relevance for everyone.


Connect Harness Contextualize Engage

How search & relevance technologywork

FragmentedContent [Big data]

· Cloud· Web · Social

On-premise · dBs · ECM · Docs· CRM · email …

· Structured· Unstructured

SecureConnectors

Crawl content sources

Connect




Text analyticsEntity extractionThemes extractionNew entities, tagging, …

UnifiedIndex

Federate & enrich content

Harness





SecureConnectors


Connect




Re

leva

nt

con

ten

t/p

eo

ple

= B

ett

er

act

ion

s


UnifiedIndex


Harness





SecureConnectors


Connect

Interact & refine

Insight consoles

Engage

Situation context:· Customer, account- Case, claim· Project, product· Website




Re

leva

nt

con

ten

t/p

eo

ple

= B

ett

er

act

ion

s


UnifiedIndex


Harness





SecureConnectors


Connect

inform relevance with:• Physical (who you are)• Situational (task you are working on)• Cognitive (what you know/care about)

Advanced relevance engine

Configure & control relevance

Contextualize

Interact & refine

Insight consoles

Engage

Situation context:· Customer, account- Case, claim· Project, product· Website


An example within Salesforce.com · detailed demo at http://www.youtube.com/watch?v=x_jOmDEF_FM&hd=1&wide

http://www.youtube.com/watch?v=x_jOmDEF_FM&hd=1&wide


computing

that the CEO will care abouteconomic return

• $6 Mil ROI for a 600-user deployment [Fortune 50 Healthcare company]

• 63% increase in self-service website logins, 92% increase in document downloads, increased membership renewals [large global technology association]

• Increase of 11% in profits during a down economy due to better use of knowledge [large engineering firm].

• Faster time to market with more innovative products [Fortune 50 healthcare company]

• $7 Mil ROI from a single found document [F500 aerospace & defense contractor]

• Improved mean-time-to-repair for targeted worst-case-scenario events by up to 28% [global electronics manufacturer]

• Cut case resolution time by 20%. Improved online customer satisfaction by nearly 2 points since implementation, collectively a rating of 93.4% [software

company in the government sector]

• Time to customer service case resolution down 15%. Issue volume increase of 15%, customer service headcount reduction of 5%. Increase in customer self-service satisfaction by 10%. [F100 technology company]

“Without Coveo, finding appropriate correlations would depend

on a superhuman ability to predict what considerations you’ll

need to apply to information. It’s otherwise impossible. It’s the

only way to deal with the explosion of content that we’re

seeing. People just won’t be able to do their work without

Coveo in the future.”

[asset management company, financial sector]

“ROI is time savings and the value of increased innovation,

more connectivity among employees, faster and more accurate

program bids, and overall increased productivity.”

[aerospace & defense contractor]

Case studies & company references at www.coveo.com

http://www.coveo.com/


we measure success in

anduser adoptionfinancial return

Case studies & references at www.coveo.com


More information Case studies

Free trial

www.coveo.com


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Coveo for Sitecore Digital Marketingpages.coveo.com/rs/coveo/images/Coveo KMWorld webinar Sept2013 - Final.pdfis to transform the way documents and rich media are shared to enable