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Coveo CX Relevance Report Reveals 84% Of Customers Struggle to Get Relevant Help

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More than half (53%) cite website search difficulties as their biggest self-service frustration, underscoring the need for unified AI-search solutions

MONTREAL, LONDON and NEW YORK, April 8, 2025 /CNW/ – Coveo (TSX: CVO), the market leader in AI-Relevance — delivering AI-search, generative, and business-aware relevance at every point-of-experience — today announced its fifth annual CX Relevance Report, “Customer Effort Is at an All-Time High – Is Search The Key?” The report provides a comprehensive view of today’s customer service journey — including customer behaviors, expectations, and areas of frustration. Coveo, in partnership with Arlington Research, surveyed 4,000 U.S. and U.K. customers to explore the critical trends shaping the customer experience landscape, including the rising cost of effort, the generative AI paradox, and the strategic importance of search.

The report reveals that consumers are increasingly turning to self-service, with a growing demand for instant answers in search results, relevant content recommendations, and AI-guided troubleshooting. Yet, with 84% of customers struggling to find information and 53% citing search as their biggest frustration, the current digital customer experience is falling short.

“In an era of instant gratification, minimizing customer effort is paramount. Every interaction must minimize friction and maximize relevance,” said Patrick Martin, EVP of Global Customer Experience at Coveo. “This report demonstrates the importance of building a unified and connected customer experience. AI-Search, advanced generative AI capabilities, and robust content strategies are critical to achieving this, empowering customers to effortlessly find the information they need, regardless of channel. These tools have the potential to be a game-changer in enhancing customer satisfaction, fostering greater loyalty, lowering cost-to-serve, and driving increased revenue and profitability.”

Key findings include:

Frustrating digital experiences drive “ghosting,” but second chances exist: 72% of customers abandon websites after negative experiences. However, 62% are willing to try again — especially Gen Z and Millennials — by refining searches, using filters, or browsing site categories.Customers crave generative search experiences for complex service issues: 69% have a desire for AI-powered resolutions, 48% want educational tools/guides, and 44% seek AI-powered virtual assistants.Gen AI-powered digital customer experiences are promising, but hurdles remain: 49% of customers have experienced AI “hallucinations,” leading to widespread skepticism and a 42% rate of fact-checking generated answers.Gen Z and Millennials are most willing to share data for more personalized experiences: 53% of customers are still willing to share details for better, more personally relevant solutions, a rate that rises among Gen Z and Millennials (60% and 62%, respectively).

The full report is now available for download.

Discover Coveo AI CX solution at www.coveo.com

About Coveo
Coveo brings superior AI-Relevance to every point-of-experience, transforming how enterprises connect with their customers and employees to maximize business outcomes.

Relevance is about moving from persona to person, the degree to which the enterprise-wide content, products, recommendations, and advice presented to a person online aligns easily with their context, needs, preferences, behavior and intent, setting the competitive experience gold standard. Every person’s journey is unique, and only AI can solve the complexity of tailoring experiences across massive, diverse audiences and large volumes and variety of content and products.

Our Coveo AI-Relevance Platform™ ️enables enterprises to deliver hyper-personalization at every point-of-experience, unifying all their data securely, with the highest level of contextual and prescriptive accuracy while simultaneously optimizing business outcomes.

Coveo brings AI-Relevance to the digital experiences of many of the world’s premier and most innovative brands, serving millions of people across billions of interactions.

What we believe is bold: Digital is table stakes, Relevance is not. It’s the only way to win in the digital age.

The Coveo AI-Relevance Platform™ is ISO 27001 and ISO 27018 certified, SOC2 compliant, HIPAA compatible, with a 99.999% SLA available. We are a Salesforce ISV Partner, an SAP EndorsedⓇ App, an Adobe Gold Partner, MACH Alliance member, Optimizely Partner, Shopify Premier Partner, and a Genesys AppFoundryⓇ ISV Partner.

Coveo is a trademark of Coveo Solutions Inc.

Stay up to date on the latest Coveo news and content by subscribing to the Coveo blog, and following Coveo on LinkedIn and YouTube.

Forward-Looking Information

This press release contains “forward-looking information” and “forward-looking statements” within the meaning of applicable securities laws (collectively, “forward-looking information”). This forward-looking information is identified by the use of terms and phrases such as “may”, “would”, “should”, “could”, “might”, “will”, “achieve”, “occur”, “expect”, “intend”, “estimate”, “anticipate”, “plan”, “foresee”, “believe”, “continue”, “target”, “opportunity”, “strategy”, “scheduled”, “outlook”, “forecast”, “projection”, or “prospect”, the negative of these terms and similar terminology, including references to assumptions, although not all forward-looking information contains these terms and phrases. In addition, any statements that refer to expectations, intentions, projections, or other characterizations of future events or circumstances contain forward-looking information. Statements containing forward-looking information are not historical facts but instead represent management’s expectations, estimates, and projections regarding future events or circumstances.

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SOURCE Coveo Solutions Inc.

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IMDA and Tencent Debut “Beyond the Screen” to Champion Real-World Connection through Digital Play

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The launch is marked by the signing of an agreement between IMDA and Tencent to advance healthy digital habits and safe, responsible use of digital technologies among youths, parents, and families.

SINGAPORE, May 2, 2026 /PRNewswire/ — The Infocomm Media Development Authority (IMDA) and Tencent today jointly launched “Beyond the Screen: Healthy Digital Play”, a new digital wellbeing campaign that encourages healthy digital habits by bringing families into the conversation and strengthening real-world connection through healthy gameplay.

The campaign encourages families to bridge the gap between play and purpose through gaming. It showcases how digital play can foster deeper understanding, facilitate balanced routines, and build stronger connections at home.

“Digital spaces are already a natural part of how young people learn, play, and connect today,” said Mr Murphy Zhao, Country Manager of Tencent Singapore and Head of Tech Group, Tencent Games. “As a company with deep expertise across digital entertainment and communications, we want to play a constructive role by helping families build meaningful digital habits that extend beyond the screen.”

Advancing Family Digital Wellness In Partnership with IMDA

As part of the launch, IMDA and Tencent also signed an agreement to strengthen collaboration on initiatives in digital wellbeing. The agreement was signed by Ms Joanna Lam, Cluster Director for Digital Readiness, IMDA, and Mr Murphy Zhao, Country Manager of Tencent Singapore and Head of Tech Group, Tencent Games. The collaboration builds on Tencent’s ongoing cooperation with IMDA, in support of the national Digital for Life (DfL) movement, focusing on promoting online safety and healthy digital habits among youths, parents, and families.

Tencent will co-develop educational content with IMDA, as well as organise four community outreach activities, reaching out to an estimated 4,000 participants. The company will also commit S$ 25,000, which totals to S$ 50,000 with the government’s dollar-to-dollar matching, to the DfL Fund. The DfL Fund provides support for projects and activities promoting digital inclusion, digital literacy and digital wellness. 

“Ensuring digital wellness is increasingly important, particularly for our children who are digital natives,” said Ms Joanna Lam, Cluster Director for Digital Readiness, IMDA. “Tencent has been a DfL partner since 2022, and I thank them for their continued commitment to the DfL cause. We look forward to deepening our collaboration with Tencent to empower parents and youths with practical guidance to build healthy digital habits and navigate the digital world safely together.”

Leading the Conversation on Healthy Digital Play

The inaugural Singapore launch event was officiated by Ms Jasmin Lau, Minister of State, Ministry of Digital Development and Information, and also hosted social service organisations from Singapore, Malaysia, Thailand, Indonesia, and the Philippines. At the event, families participated in gamified quiz experiences and took home educational materials designed to transform gaming into healthier routines at home. 

The programme also featured a parenting talk that shared practical guidance on utilising games as a bridge for conversation at home. The session highlighted how, when guided by constructive routines, gaming can support the development of soft skills such as communication, teamwork, strategic thinking, and persistence.

During the event’s expert insights session, Mr Narasimman S/O Tivasiha Mani, psychotherapist and co-founder of local youth charity Impart, said, “Healthy gaming is not built through one-off rules. It grows through rapport, shared understanding, and everyday conversations. Through a collaborative process between educators, families, and the wider community, it becomes easier to set shared expectations and support balanced habits that carry beyond the screen.”

Building a Scalable Digital Wellbeing Framework for Southeast Asia

While digital habits may look different across the region, the underlying need is the same — helping families build healthier, more confident relationships with the digital world.

“Beyond the Screen” is part of Tencent’s broader commitment to fostering intentional digital play, equipping youths, parents, and educators with practical resources to build balanced routines, encourage respectful interactions, and strengthen open communication at home.

Insights from the Singapore launch will inform the rollout of the campaign across Southeast Asia in 2026, with local adaptations to meet the needs of diverse communities in the region.

About Digital for Life Movement

A Digital Future for All – In our increasingly digital world, everyone can play a part to help create a more inclusive digital future.

The Digital for Life (DfL) national movement, launched on 8 February 2021, aims to galvanise the community across the 3Ps (Private, Public and People) to help Singaporeans embrace digital as a lifelong pursuit and enrich lives through digital technology.

The DfL fund was also set up to support projects and activities promoting digital inclusion, digital literacy and digital wellness. Learn more about the DfL movement at digitalforlife.gov.sg.

About Infocomm Media Development Authority

The Infocomm Media Development Authority (IMDA) leads Singapore’s digital transformation by developing a vibrant digital economy and an inclusive digital society. As Architects of Singapore’s Digital Future, we foster growth in Infocomm Technology and Media sectors in concert with progressive regulations, harnessing frontier technologies, and developing local talent and digital infrastructure ecosystems to establish Singapore as a digital metropolis.

For more news and information, visit www.imda.gov.sg or follow IMDA on LinkedIn (IMDAsg), Facebook (IMDAsg) and Instagram (@imdasg).

About Tencent 

Tencent is a world-leading internet and technology company that develops innovative products and services to improve the quality of life of people around the world. Our communication and social services connect more than one billion people around the world, helping them to keep in touch with friends and family, access transportation, pay for daily necessities, and even be entertained. Our financial technology business covers payment, credit, wealth management and insurance sectors, as we support our partners’ business growth and assist their digital upgrade through FinTech and other enterprise services. We also publish some of the world’s most popular video games and other high-quality digital content, enriching interactive entertainment experiences for people around the globe. Tencent was founded in Shenzhen, China, in 1998, and has been listed on the Main Board of the Stock Exchange of Hong Kong since 2004.

View original content to download multimedia:https://www.prnewswire.com/apac/news-releases/imda-and-tencent-debut-beyond-the-screen-to-champion-real-world-connection-through-digital-play-302760594.html

SOURCE IMDA; Tencent

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Does Your Building Have Fire Sprinklers?

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Fast Guard Service alerts real estate owners and property managers: 2026 fire code updates to NFPA 25 will significantly affect sprinkler system compliance requirements — and insurance implications could not be more serious.

SAN JOSE, Calif., May 2, 2026 /PRNewswire/ — Fast Guard Service, one of the nation’s leading providers of licensed fire watch and security guard services, is urging commercial and residential property owners to take immediate stock of their fire sprinkler systems as sweeping 2026 updates to NFPA 25 — the national standard governing water-based fire protection system inspection, testing, and maintenance — take effect across the country.

The timing could not be more consequential. Private insurers are exiting fire-risk markets at an accelerating pace, dropping policyholders and limiting coverage in states from California to Florida. In this environment, a sprinkler system that fails a compliance check is no longer a routine maintenance issue. It is a potential grounds for claim denial or policy cancellation.

The 2026 edition of NFPA 25 introduces several changes property owners must act on now. Fire pump failures are formally classified as system impairments requiring immediate response. Supervisory valve testing moves to a semiannual schedule. Annual internal inspections are now mandatory for all dry, preaction, and deluge valves. And where corrosion-control technology has been used to justify smaller pipe sizes, ongoing maintenance of that equipment is now a codified legal obligation — not a recommendation.

Critically, any sprinkler system impairment — whether triggered by repair, renovation, freeze damage, or a compliance-driven upgrade — legally requires a certified fire watch for the duration of the outage under NFPA 1, NFPA 101, and local fire authority mandates. This is a condition of occupancy, not an option.

“The 2026 code updates will send a wave of sprinkler systems into inspection and repair cycles,” said a spokesperson for Fast Guard Service. “Every one of those impairment windows requires a fire watch on-site. We are prepared to be there.”

Fast Guard Service deploys certified fire watch personnel 24 hours a day, 7 days a week, anywhere in the United States — typically within hours of a client’s call. Guards conduct continuous patrols, maintain documentation accepted by insurers and code enforcement authorities, and coordinate directly with fire departments when needed.

Property owners who are unsure whether their sprinkler systems meet 2026 NFPA 25 requirements are encouraged to contact Fast Guard Service for guidance.

Founded in August 2013 and headquartered in Hollywood, Florida, Fast Guard Service is a fully licensed, bonded, and insured private security company operating in all 50 states. The company specializes in armed and unarmed security guards, fire watch services, executive protection, mobile surveillance, event security, and emergency response. Fast Guard Service is trusted by Fortune 500 companies, government entities, healthcare systems, commercial developers, and private clients nationwide.

All operations are tracked through the proprietary Fast Guard App, providing clients with real-time GPS reporting, live guard location updates, and digital incident documentation.

For an instant quote or same-day service, visit www.fastguardservice.com or call (844) 254-8273.

Press Release Service provided by 24-7PressRelease.com.

View original content:https://www.prnewswire.com/news-releases/does-your-building-have-fire-sprinklers-302760491.html

SOURCE Fast Guard Service

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First Online Conversations Are Changing in 2026, According to New Secretmeet Research

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New research from Secretmeet reveals that the classic “Hey” opener is dying out — and the way people initiate connections online in 2026 looks nothing like it did just three years ago.

GIBRALTAR, May 2, 2026 /PRNewswire-PRWeb/ — People are rethinking the first move. Not just what to say, but when to say it, how long to make it, and what emotional tone to lead with. Across the board, data from Secretmeet’s latest research study shows a clear shift in how online conversations begin in 2026.

The single-word opener? Largely gone. The copy-paste compliment? People spot it instantly. Secretmeet noted that what’s replacing them is more interesting — and more human.

The Death of the One-Word Opener

For years, “Hey,” “Hi,” and “Hello 👋” dominated opening messages on dating platforms. They required no effort and, accordingly, generated little response. According to data published by the Journal of Computer-Mediated Communication, conversational openers that include a specific reference to the recipient’s profile generate significantly higher response rates than generic greetings.

Secretmeet’s research confirms the trend is accelerating. In 2026, users who open with a question — particularly one tied to something specific in a profile — see measurably stronger engagement in the first exchange. The bar for a “good” first message has risen.

This doesn’t mean people need to write an essay. Short still works. But purposeful short beats lazy short every time.

One of the more striking findings from Secretmeet: wit is winning. Openers with a light, humorous tone — a playful observation, a self-aware joke, a clever hypothetical — are outperforming earnest, serious introductions in early conversation engagement.

The Timing Shift Nobody Expected

When people send that first message matters more than most realize. In a Secretmeet review of activity trends, data points to a notable behavioral change: users in 2026 are increasingly active during morning hours — particularly between 7 a.m. and 9 a.m. — a window that was almost entirely quiet just a few years ago.

Evening hours still dominate overall volume. But morning messages show a disproportionately high response rate. The theory? People checking their phones with coffee and no agenda are more present, less distracted, and more open to genuine interaction than those scrolling at midnight.

It’s a small tactical insight with a surprisingly large emotional implication: presence matters more than timing, and mornings are when people show up fully. Secretmeet’s data makes that case clearly.

What This Means for How We Connect

The bigger picture here isn’t about tactics. It’s about expectations. People arriving at online dating platforms in 2026 want something more immediate and more genuine than they did in 2020. The pandemic years accelerated a kind of emotional directness online — and that hasn’t reversed.

People want to feel seen in a first message. They want to laugh. They want a reason to respond. A Secretmeet review of first-message engagement data suggests that users are increasingly capable of signaling — and detecting — authentic intent right from the very first line.

The opening message has always mattered. What’s changed is how clearly people understand that now.

About Secretmeet

Secretmeet is an online dating platform built around one straightforward idea: conversations should feel good. Not stressful, not performative — genuinely enjoyable. The platform is designed for people who want warmth, a little wit, and the kind of back-and-forth that actually goes somewhere. Whether you’re looking for something serious or just a spark of something new, Secretmeet reviews its features continuously to ensure that the first message has a real chance of turning into something worth remembering.

Media Contact

Alice Ross, Secretmeet, 1 14844760121, smm@secretmeet.com, https://secretmeet.com/

View original content:https://www.prweb.com/releases/first-online-conversations-are-changing-in-2026-according-to-new-secretmeet-research-302759958.html

SOURCE Secretmeet

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