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Coveo’s 2024 CX Industry Report

Coveo

Coveo (TSX: CVO), the leading enterprise AI platform that brings AI search and generative AI (GenAI) to every point-of-experience, enabling remarkable personalized digital experiences that drive business outcomes, today released its fourth annual Coveo CX Industry Report. The report, “Is GenAI the Missing Piece to a Connected Customer Experience?” is based on a survey of 4,000 U.S. and U.K. adults aged 18+ who use a computer in their work for companies with 5,000+ employees. Conducted in partnership with Arlington Research, the research examines the holistic, interconnected digital customer journey asking the question “what will be the role of search in the new ChatGPT era for customer experiences?”.

Findings reveal that search remains the gold standard when people need information with 42% going straight to a company’s website or help center while a lower percentage go straight to Google. While only 5% pointed to GenAI tools like ChatGPT as their first choice for search, more than 72% expect their digital experience to evolve with trends like GenAI.

The future of AI Search and Generative Answering has never played a more important role for companies looking to deliver the best customer experience. 56% of respondents reported that not being able to easily search for and find the information that they’re looking for on their own negatively impacts their perception of a brand and 61% said that finding both what they sought in just a few clicks and supporting content would have the strongest impact on what they thought of a company. These results showcase that organizations interested in GenAI should seek a unified AI search experience that offers smart search, recommendations, and generative answering to deliver the most relevant search results for customers.

“Search is the throughline for the entire digital experience,” said Patrick Martin, EVP of Global Customer Experience at Coveo. “As the findings show, people see brand sites as more authoritative than Google search, and embedding AI search and generative answering into sites has never been more important. The search bar is transforming into an intent bar or advisory bar providing a window for brands to interact directly with their customers in different ways to deliver better experiences.”

Findings in the latest installment of Coveo’s 2024 Customer Experience Industry Report include: 

To download the full report, please visit the Coveo website.

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