Enterprise Search the “Unsung” Hero Within Digital Transformation Efforts
21 December 2022 - 12:00AM
Coveo (TSX:CVO), a leader
in relevance platforms that helps to transform search,
recommendations, personalization, and merchandising within digital
experiences, today released results of a new survey investigating
company views about enterprise search. The results show that
enterprise search is an important but unspoken part of
organizational efforts, generalized as digital transformation, to
use technology to improve efficiency and increase revenue. The
study points to challenges organizations face to make enterprise
search work, while providing a roadmap to a search center of
excellence approach that would overcome them.
Despite widespread agreement that
delivering relevant information, products, or knowledge to web
visitors is very important (93% of survey respondents), 81% of IT
and business stakeholders agree that it’s hard to engage management
when talking about search. A similar number (83%) say that
enterprise search is crucial to digital transformation efforts, but
company leadership rarely talks about it. These results are based
on a commissioned Dimensional Research survey of over 600
participants.
Organizations note several strategic
focus areas for enterprise search, including for use in intranets
(65%) to drive employee productivity, self-service portals (55%) to
reduce training and support costs, and within the CRM (43%) to make
the sales process more efficient.
In addition, respondents noted the
value of search analytics. Over 90% use search analytics to inform
business decisions, with two-thirds using analytics to improve the
user's digital journey. More than half of respondents leverage
search analytics to profile user preferences and audience
attributes (56%) or to inform additional content needs (52%).
“The many independent conversations
that we have with c-level executives indicate how they value the
end results of digital transformation. This study confirms that
they are not necessarily aware that those results are built on the
foundation of enterprise search,” said Dominic Lajoie, CIO at
Coveo. “The lack of strategic emphasis on enterprise search can
lead to massive inefficiencies and misplaced priorities across a
company. We believe organizations that prioritize the strategic
importance of enterprise search will put themselves in a strong
competitive position while increasing revenue, accelerating ramp-up
time to productivity, and improving web user satisfaction.”
The absence of executive focus likely
explains other search challenges outlined in the study.
Consider:
Organizations cite widespread
enterprise search business and technical challenges.
System integration (68%) and data challenges (59%) lead among the
cited technical challenges (and virtually all respondents have
technical challenges). Among the 96% of organizations noting
business challenges, managing stakeholder business needs and
preferences (57%) and a lack of stakeholder domain expertise (54%)
lead the responses.
Deployed enterprise search
capabilities remain primitive. The vast majority (99%) of
organizations need at least some manual tuning to improve their
search results. Only 17% have made AI-based search capabilities
available to users.
Enterprise search deployments
are challenging. Almost nine-in-ten (88%) report that
their search implementations typically face issues and delays. This
includes 29% that characterize the problems as significant.
Organizations are further hampered by
the enterprise search talent crisis. Almost all organizations (96%)
struggle to find enterprise search expertise, and only 19% believe
they do everything with their current enterprise search
resources.
The Way Forward: Search Center
of Excellence
Coveo has observed that progressive
organizations are establishing a search center of excellence
(SCoE), a cross-functional team of experts who advise department
and business unit teams on an organization's search capabilities
and how they are evolving, so that those teams can improve customer
and employee web experiences.
According to the survey, two-thirds of
organizations show interest in a SCoE, but only 9% have established
one. Notably, SCoE interest is slightly higher among executives
(72%) when compared to team managers (67%) or individual
contributors (64%).
For complete results please download
the 2nd Annual Enterprise Tech Report on Search & AI here.
Research
Methodology
Dimensional Research surveyed 610
independent IT or technology stakeholders with responsibility for
business applications that included search capabilities. All had
direct responsibility for their organization's enterprise search
capabilities. “Enterprise search” was defined to refer to software
that ingests, understands, organizes, and queries digital content
from multiple data sources, including those used for web and
ecommerce, customer service and knowledge access. Responses were
captured between November 1 and Nov. 14, 2022.
About Coveo
SolutionsWe believe that relevance and personalization are
critical for businesses to win in the new digital experience
economy, to serve people the way they expect, and that applied AI
is an imperative. Coveo is a market-leading AI-powered relevance
platform. Our SaaS-native, multi-tenant platform injects search,
recommendations, personalization and merchandising solutions into
digital experiences. We provide solutions for commerce, service,
website, and workplace applications. Our solutions are designed to
provide tangible value to our customers by helping drive conversion
and revenue growth, increase profitability, reduce customer support
costs, increase customer satisfaction and website engagement, and
improve employee proficiency and satisfaction. Coveo is a trademark
of Coveo Solutions, Inc.
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Highwire PRCoveomedia@coveo.com+1
418-263-1111
A photo accompanying this announcement is available at
https://www.globenewswire.com/NewsRoom/AttachmentNg/2093982f-53dd-48ef-af49-6f81189c966e.
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