Connect with us

Technology

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

Published

on

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.

View original content to download multimedia:https://www.prnewswire.com/news-releases/coveo-cx-relevance-report-reveals-84-of-customers-struggle-to-get-relevant-help-302422027.html

SOURCE Coveo Solutions Inc.

Continue Reading
Click to comment

Leave a Reply

Your email address will not be published. Required fields are marked *

Technology

Achieve named to Az Business Magazine’s ’10 Best Places for Women to Work in Arizona’ for 2026

Published

on

By

Recognition highlights the company’s commitment to creating opportunities for women to grow and lead

SAN MATEO, Calif., July 23, 2026 /PRNewswire/ — Achieve, the leader in digital personal finance, has been named among the 2026 10 Best Places for Women to Work in Arizona by Az Business Magazine. The annual recognition highlights organizations that create supportive environments where women can thrive professionally, advance into leadership roles and build meaningful careers.

The honor reflects Achieve’s ongoing investment in workplace programs that support employee growth, flexibility, leadership development and career advancement. Women serve in leadership roles across the organization and play a critical role in shaping the company’s culture, products and long-term success.

“Creating an environment where women can grow, lead and build rewarding careers is central to who we are as a company,” said Achieve Senior Vice President of Human Resources Heather Marcom. “We’re honored to be recognized among Arizona’s top workplaces for women and remain committed to fostering a culture where employees feel supported, valued and empowered to do their best work.”

Achieve maintains a major corporate presence in the Phoenix area, where hundreds of employees contribute to the company’s mission of helping people move from struggling to thriving financially. The company supports employees through leadership development opportunities, employee resource groups, mentorship and learning programs designed to help team members reach their professional goals.

The recognition adds to a growing list of workplace honors for Achieve. Earlier this year, the company was named among the Top 3 Best Workplaces for LGBTQ+ Employees by BestCompaniesAZ and was also recognized by AZ Big Media as one of Arizona’s Most Admired Companies.

“Strong organizations are built by diverse perspectives and inclusive leadership,” said Marcom. “We’re proud of the talented women across Achieve who help drive our business forward every day and grateful for the impact they make on our employees, customers and communities.”

The 10 Best Places for Women to Work in Arizona list is determined through a public voting process conducted by AZ Big Media and published in Az Business magazine.

About Achieve

Achieve, THE digital personal finance company, helps everyday people get on, and stay on, the path to a better financial future. Achieve pairs proprietary data and analytics with personalized support to offer personal loanshome equity loans, debt relief and debt consolidation, along with financial tips and education and free mobile apps: Achieve MoLO® (Money Left Over) and Achieve GOOD™ (Get Out Of Debt). Achieve is frequently recognized for providing top-rated customer experience and satisfaction by both consumers and leading personal finance review platforms and has 2,200 dedicated teammates across the country, with hubs in Arizona, California, Florida and Texas.

Achieve refers to the global organization and may denote one or more affiliates of Achieve Company, including Achieve.com, Equal Housing Opportunity (NMLS ID #138464); Achieve Home Loans, Equal Housing Opportunity (NMLS ID #1810501); Achieve Personal Loans (NMLS ID #227977); Freedom Debt Relief (NMLS ID # 1248929); and Freedom Financial Asset Management (CRD #170229).

Contacts

Austin Kilgore
akilgore@achieve.com
214-908-5097

Elina Tarkazikis
etarkazikis@achieve.com

View original content to download multimedia:https://www.prnewswire.com/news-releases/achieve-named-to-az-business-magazines-10-best-places-for-women-to-work-in-arizona-for-2026-302833720.html

SOURCE Achieve

Continue Reading

Technology

National Press Club Statement on the withdrawal of subpoenas targeting New York Times journalists

Published

on

By

WASHINGTON, July 23, 2026 /PRNewswire/ — National Press Club President Mark Schoeff Jr. released the following statement:

“The Justice Department’s decision to withdraw subpoenas targeting journalists at The New York Times is a welcome and necessary step to protect the public’s constitutional right to an independent press.

These subpoenas should never have been issued in the first place. Compelling journalists to reveal confidential sources sends a chilling message to those who seek to inform the public and threatens the very foundation of press freedom.

Every American should understand what is at stake when the government turns its investigative powers on journalists. It is not routine. It is an extraordinary intrusion that strikes at the heart of the First Amendment and your right to information about your government.

The greatest danger was not the subpoenas themselves, but the message they sent: That sources could be exposed, that whistleblowers should remain silent, and that the American people might know less about the actions of their own government.

A strong democracy depends on a press that can report freely, hold power to account, and inform the public without intimidation.

We urge continued vigilance to ensure that journalists can do their jobs without interference and that protections for source confidentiality are upheld consistently.”

About the National Press Club

Founded in 1908, the National Press Club is the world’s leading professional organization for journalists and a leading voice for press freedom in the U.S. and worldwide.

Contact: Beth Francesco, Executive Director of the National Press Club Journalism Institute, media@press.org

View original content to download multimedia:https://www.prnewswire.com/news-releases/national-press-club-statement-on-the-withdrawal-of-subpoenas-targeting-new-york-times-journalists-302833722.html

SOURCE National Press Club

Continue Reading

Technology

NCC Launches NCC Connect™ to Put Credit, Fraud, and Compliance Inside the CRM Dealers Already Use

Published

on

By

A powerful new solution that embeds credit access, fraud detection, and compliance directly into the dealership’s existing CRM — removing the system-switching that slows deals and exposes dealers to risk.

AUSTIN, Texas, July 23, 2026 /PRNewswire-PRWeb/ — NCC, a leading provider of credit and compliance solutions for automotive dealerships, today announced the launch of NCC Connect™, a powerful platform that runs credit, fraud, and compliance from inside the CRM a dealership already uses — without friction or duplicate entry.

“Dealers don’t need another system to log into,” said Brian Skutta, President and CEO of NCC. “They need the tools they already have to work better together. NCC Connect puts credit, fraud detection, and compliance right where the team already works — inside the CRM they use every day.”

“Dealers don’t need another system to log into,” said Brian Skutta, President and CEO of NCC. “They need the tools they already have to work better together. NCC Connect puts credit, fraud detection, and compliance right where the team already works — inside the CRM they use every day.”

As deals grow more complex and fraud more sophisticated, dealers are juggling more disconnected systems than ever — the CRM, the credit system, the compliance tools — switching between them on every transaction. Each switch breaks momentum, invites a skipped step, and slows the path to funding. NCC Connect meets this moment with a single, seamless solution that keeps the full credit, fraud, and compliance engine right where the team already works.

Why NCC Connect Matters Right Now

Dealers lose time and margin switching between the CRM, credit, and compliance systems on every dealAuto lending fraud continues to climb, with industry fraud exposure reaching a record $10.4 billion in 2025, according to Point Predictive’s 2026 Auto Lending Fraud Trends ReportState compliance is tightening, with laws like California’s SB 766 (CARS Act) taking effect October 1, 2026Every disconnected step is another chance for an error, a delay, or a deal that stalls before funding

These pressures are forcing dealers to consolidate, and NCC Connect delivers the edge.

Product Highlights:

Inside the CRM — Soft-pull and hard credit access from all three major bureaus — Experian, TransUnion, and Equifax — without leaving the workflowFraud & Identity Built In — Identity verification and synthetic fraud detection delivered within the credit pull, flagging Red Flag conditions before the deal moves to fundingCompliance on Autopilot — FCRA and FTC controls with automatic, audit-ready documentation stored in the deal record99.99% Uptime — The industry’s highest, so the platform is there when a deal is on the desk

NCC Connect runs soft-pull pre-qualifications and hard credit pulls from any bureau or score model without leaving the CRM, while customer data stays inside the existing CRM structure. Every credit, fraud, and compliance result is captured on the deal record — giving dealers a single, audit-ready source of truth and a faster, cleaner path to funding.

NCC Connect extends the same powerful, credit-first engine behind NCC’s Complete Credit™ platform into the CRM where dealers already work. For dealers, that means more approvals, stronger fraud protection, and faster funding, without changing how the team works.

Learn more about NCC Connect at https://nccdirect.com/ncc-connect/

About NCC:

With offices in Austin, TX, Bettendorf, IA, and Las Vegas, NV, NCC has been a trusted partner in credit-driven retailing for automotive dealerships for nearly three decades. We combine a powerful credit and compliance engine with a fully integrated Desking platform to drive maximum profitability. Our focus on innovation, user-friendly products, and dependable systems — supported by a dedicated account management team — has solidified our reputation as a leader in the industry. www.nccdirect.com

Media Contact

Holly Smith, NCC, 1 8285732722, hsmith@nccdirect.com, https://nccdirect.com/

View original content:https://www.prweb.com/releases/ncc-launches-ncc-connect-to-put-credit-fraud-and-compliance-inside-the-crm-dealers-already-use-302832007.html

SOURCE NCC

Continue Reading

Trending