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eBook

Measuring Return on Knowledge in a Big Data World
Leveraging Knowledge as Your Greatest Asset

Return on knowledge may be the next big differentiator for companies in today’s Big Data world

..........................................................................eBook Table of Contents Introduction.............................................................. 15 The Road to Actionable Insight....................................................................................... 8 Insight Deficit Affects Business Performance....................................................................................................................................................................................................................................................................................................................... Knowledge................................................................................................................................... 14 The Next Wave of Value Creation. 6 You Don’t Know What You Don’t Know... Information........................................................................................................................................................................................................................................................................................................................................................... 12 Case Study: Institut National D’Optique (INO).........................................com • 1 800 635 5476 ................................coveo.........................................................................................com • www......................................... 19 © 2013 • Coveo Measuring Return on Knowledge in a Big Data World info@coveo.......................................................................................................................................................................... 5 Collective Knowledge: The Most Important Asset of an Organization............................................................................. Humans................ 11 The Link Between Knowledge and Economic Value.............................................................................................................................................................................................................................................................................................................................................................................................. 9 Case Study: Harris Corporation................................................................................... 16 About Coveo................................................................................................................................................................................................................................................................................................................................................................................................................................................... 4 Establishing Knowledge as an Asset.................................................................................................................................... 7 Case Study: CA Technologies...... 3 The Building Blocks of Insight: Data.......................................................................................................................................................................................................................................

requires new approaches to deriving value from data and knowledge. It is overwhelming organizations. Hidden inside streams of structured and unstructured data across cloud. Data is all over the technology news. in social media and in enterprise systems – creates a bigger and bigger knowledge access problem. employees and customers to leverage contextually relevant information when they need it to solve challenges. with 80 percent of it unstructured. in the minds and experiences of their employees and experts outside the firm. Located in systems inside and outside the firewall. better serve their customers and bring new products to market faster. social and on-premise systems are information relationships that answer questions employees haven’t even thought to ask. But how can organizations best leverage Big Data – defined as simply overwhelming amounts of variable and quickly changing data from multiple systems – to increase return on what is arguably the greatest asset they possess: Knowledge. combined with the sheer volume of data created by the digitized world. Unstructured data. This ebook provides a guide to helping leaders exploit this tremendous opportunity.com • 1 800 635 5476 3 . © 2013 • Coveo Measuring Return on Knowledge in a Big Data World info@coveo. Unstructured data can also create tremendous opportunity when leveraged correctly. and. its influence may be even farther reaching. requiring them to find new ways to operate. Gartner predicts that enterprise data will grow by 800 percent in five years. The speed at which business moves today. stay competitive. It makes it nearly impossible for executives. and for good reason.coveo. When accessed and shared across teams. make critical decisions and simply do their jobs. Knowledge contained within systems and within people is what keeps organizations competitive. Semi-structured data. Return on knowledge may be the next big differentiator for companies in today’s Big Data world. geographies and departmental silos. The accelerating growth and fragmentation of data – in the cloud.com • www.eBook Measuring Return on Knowledge in a Big Data World INTRODUCTiON Big Data. innovative and unique. more importantly.

Knowledge. It must be organized into information and transformed into knowledge before it can be interpreted by humans into actionable insight for strategic decision making. Humans How can organizations connect the data dots to gain new insights? Data on its own is meaningless. information cannot be leveraged on its own – it must be combined with people to create knowledge. Humans The Building Blocks of Insight: Data.com • 1 800 635 5476 4 .com • www. STRATEGY INSIGHT KNOWLEDGE INFORMATION DATA © 2013 • Coveo Measuring Return on Knowledge in a Big Data World info@coveo. In other words. discussion or calculation. This is why growing amounts of data do not equate to growing amounts of knowledge. In other words.coveo. information and knowledge are often used interchangeably. You arrive at knowledge by processing and accessing information available to you. In and of itself.  Knowledge is information processed in the mind of an individual. People gain insight by gathering information from all sources and by identifying and learning from other people who have prior experience about the situation at hand.  Information is data that has been organized. Information.eBook • The Building Blocks of Insight: Data. categorized or condensed in some way. Information. but they have important distinctions and implications. Organizations need to look at knowledge as a value that can be organized and measured in order to make the most of their data. The terms data.  Data is defined as factual information (as measurements or statistics) used as a basis for reasoning. Human beings have used data as long as we’ve existed to form knowledge of the world. Knowledge. knowledge is a human capability. data provides limited value.

coveo. INVESTMENT IN NON TRADITIONAL ASSETS IN THE US Source: University of Maryland US BUSINESS INVESTMENT IN INTANGIBLES (Billions of $.com • 1 800 635 5476 5 . companies uncover the most opportunities – and derive the most value – from one intangible asset in particular: Knowledge. “Intangible assets” – also referred to as knowledge assets or intellectual capital – are assets that cannot be seen or touched. And in today’s information-driven economy. copyrights.200 1200 billion 1000 800 $750 billion 600 400 $350 billion 200 billion $103 $19 billion $41 billion 0 50’s 60’s 70’s 80’s 90’s 00’s © 2013 • Coveo Measuring Return on Knowledge in a Big Data World info@coveo. buildings.eBook • Establishing Knowledge as an Asset Establishing Knowledge as an Asset When those inside or outside an organization want to know how well a business is doing. they tend to look for information on its “tangible assets. land.com • www. inventory and cash are all easily understood as tangible assets. Yet it is often the company’s intellectual property that drives the difference between book value and market value. Nevertheless.” These assets are generally understood as those things with physical properties. They aren’t found on any balance sheet. trademarks. Fleets of trucks. Annual Average) 1400 $1. intangible assets are often overlooked. Evidence suggests much greater growth in intangible assets than in tangibles. Patents.200 billion – up from USD 19 billion in the 1950s. For example. machinery. as seen in Figure 1. Intangible assets are crucial to business value and growth and it is important that they are identified alongside tangible assets and valued as individual components. Many companies (Apple is a good example) have intangible assets to thank for much of their success. goodwill. brand recognition and reputation are all examples of intangible assets. recent studies estimate investment in intangibles in the United States is roughly USD 1.

is of little benefit. The mere existence of knowledge somewhere in the organization.com • www.com • 1 800 635 5476 6 . If knowledge is an asset. or otherwise sits in a corner as the organization fails to leverage it. It either drives a return. different departments. just over 10 percent of people reported having access to “lessons learned” in other parts of their organization. The data is there. Recognizing knowledge as a corporate asset is new. © 2013 • Coveo Measuring Return on Knowledge in a Big Data World info@coveo. and its value increases with the level of accessibility. however. it becomes a valuable corporate asset only if it is accessible. Additionally.coveo. New computing models like cloud and social business are exacerbating organizations’ ability to collect. making it impossible to connect the dots and make sense of critical business information. in a recent Coveo survey of 120 executives. Companies are finding themselves with piles of information within multiple channels. And it is our collective organizational knowledge that gives us the edge over our competition. in the customer base or via partners. only 13 percent said employees can effectively tap into the collective knowledge of their organizations. The need to make the most of organizational knowledge – to get as much value from it as possible – is greater now than in the past. According to a 2000 study by University of Southern California’s Marshall School of Business. as is understanding the need to manage and invest in it with the same attention paid to getting value from tangible assets. analyze and process data. different geographies and different data types. How is collective knowledge being leveraged today? In a word: poorly. How do you find what you need? Managers making difficult decisions are much more likely to go to people they view as knowledgeable than they are to look for information in a database. If no one goes to see those experts. but it isn’t being harnessed in the right way to increase our collective knowledge. the knowledge they possess is not going to be recuperated. then the return on knowledge is ultimately linked to the ability to enable people to access that collective knowledge more efficiently.eBook • Collective Knowledge: The Most Important Asset of an Organization Collective Knowledge: The Most Important Asset of an Organization Organizations have always sought and valued knowledge. locked away in silos – different systems.

knowledge management has gained strength as a strategic initiative. Companies are looking to gain more answers while facing uncertain situations. but there’s a wealth of data at their disposal that they don’t often know exists. Today’s customers are more demanding about service – they are savvier than ever and want a personalized. They’re also being asked to do more with less.coveo.com • www.eBook • You Don’t Know What You Don’t Know You Don’t Know What You Don’t Know At a time when organizations need to «know what they know» and use that knowledge effectively. it makes it more likely that existing customers will purchase more. service reps need better leverage knowledge. © 2013 • Coveo Measuring Return on Knowledge in a Big Data World info@coveo. And if they don’t know it exists. This saves costs and reduces customer churn. better and more competitive against more competent companies. make it especially difficult to locate existing knowledge and get it to where it is needed. they can’t generate new knowledge and insights from it. the size and geographic reach of many of them.com • 1 800 635 5476 7 . As enterprises increasingly use customer service to differentiate themselves. To improve service productivity as well as the customer experience. along with the proliferation of data. Ultimately. tailored interaction. They want to be faster. Consider the area of customer service. The ability to pull together the right information and make it available for customer service agents helps drive efficiency and customer satisfaction.

and sell the company’s solutions For CA. We also needed an easy to use. customer self-service site.com • www. engineering and sales and marketing – essentially all CA Technologies employees. projects. correlate and share critical customer information across our Technical Support team. and then expanded its use of Coveo to power more personalized. and people – across enterprise systems and social communities. as well as across R&D. online customer self-service solution that would quickly connect customers with relevant information to resolve their technical questions. correlated information that is presented with contextual relevance. who now have access to consolidated. Customer self-service satisfaction Overall customer satisfaction Case resolution time Productivity and call deflection Supporting 1000 hits/minute from over 150. It was critical to ensure they were sharing customer information not only within Technical Support. as well as making it accessible to customers through their online. Coveo is now indexing data across 74 systems for 13.000 searches per minute. but also across R&D and sales and marketing. CA Technologies began by empowering contact center agents with Coveo’s Unified Indexing & Insight platform. From disparate data to actionable insight. Leo Annab.eBook • Case Study: CA Technologies Case Study: CA Technologies If there’s one company that could serve as a showcase for how better insight into vast amounts of data can drive improvements throughout an organization. On its secure. enhancement requests. Critical product issues. for 150. The company’s Technical Support team needed better access to relevant information stored in multiple repositories to improve the speed and accuracy of the technical resolutions it offered customers. CA Technologies © 2013 • Coveo Measuring Return on Knowledge in a Big Data World info@coveo. customer feedback. self-service support site. conversational and relevant customer self-service on its secure customer website and online developer communities. but the complexity and amount of products the company was supporting was also increasing. Coveo is indexing data from 24 different systems. sales and marketing teams – so that they could better develop.000 users who are conducting 1. business technology officer. Not only was the amount of customer information increasing across channels. were being captured in Technical Support – information that would greatly benefit R&D.000 employees.com • 1 800 635 5476 8 . Coveo provides all 13. market.coveo. it’s CA Technologies.000 registered support site users globally 10% 40 basis points Up to 50% We needed a way to break down information silos and better consolidate. and more.000 CA employees with always-fresh data about customers.

000 Publishing information: $6.com • www.com • 1 800 635 5476 9 .000 Searching for information: $14. the analyst firm asked respondents about the types of tasks they perform and the time spent performing those tasks: Cost per year per employee 14 12 13 10 Email: $21.eBook • Insight Deficit Affects Business Performance Insight Deficit Affects Business Performance On-demand access to relevant information and insight is the basis for improved decision making. SEARCHING FOR AND ANALYZING INFORMATION In IDC’s most recent survey of more than 700 knowledge workers. and leads to less duplication of effort within the enterprise. industry analyst firm IDC has regularly conducted research on what NOT finding information might cost an organization. Companies tend to be extremely deficient in the way they reutilize knowledge at both the employee and company level. SHARING. saves time and frustration. Over the past decade.000 Hours per week 8 9 8 6 4 4 2 0 Email Searching Analyzing for information information Publishing information © 2013 • Coveo Measuring Return on Knowledge in a Big Data World info@coveo.coveo. Consider the following: TIME SPENT PUBLISHING.000 Analyzing information: $13.

most people don’t know where to look. Knowledge workers. Knowledge workers spend more time recreating existing information than they do turning out information that does not already exist. lost sales when customers are unable to find the product or service information they want. This challenge is heightened by the explosion of Big Data. it’s costly. © 2013 • Coveo Measuring Return on Knowledge in a Big Data World info@coveo. With information scattered across an organization’s repositories. spend 15 percent to 35 percent of their time searching for information. The conclusion is clear: knowledge workers spend a lot of time finding and processing information. and stymied innovation. The situation is not only frustrating. And. says IDC.com • 1 800 635 5476 10 . organizations will get a higher return on their greatest intangible. employees cannot easily locate information they need in order to make critical business decisions. and gain new insights from it.000 per employee per year of lost productivity. IDC suggests that 90 percent of the time knowledge workers spend in creating new reports or other products is spent in recreating information that already exists. or how to ask for what they are seeking. Employee productivity will rise and profits will soar. I  nformation overload.coveo. If we can make it easier for employees to find the information they need. I  nability to find information. It can result in poor decision making based on incomplete information.  Recreating knowledge that already exists. at a high cost.eBook • Insight Deficit Affects Business Performance That comes to more than $50. The result? Wasted search efforts and decisions made in the absence of information. reinventing the wheel. What statistics like these tell us is companies are drowning in a sea of data. knowledge.com • www. directories and intranets.

Engineering Information Technology.  5. there were many systems Harris did not index because they could not ensure the proper adherence to existing security. distributing and analyzing any type of communications or information. Coveo helps us better compete through more innovation. With Coveo.  Faster and more accurate program bids. including voice. Harris Government Communications Systems Division © 2013 • Coveo Measuring Return on Knowledge in a Big Data World info@coveo.000 engineers spread among 12 offices are better able to re-use technology from previous projects. It is one of the only companies that specialize in advanced technology for capturing.coveo.500 employees are better able to find experts throughout the global organization. Even so. Harris’ 3. Before Coveo. As a result:  3. extracting the value from existing knowledge assets to uncover insights and further unleash innovation. Harris needed help. group leader. engineers needed a more effective way to tap existing knowledge and avoid duplicating work. enabling greater innovation and productivity. data and imaging. video. aggregating. Harris sought a powerful indexing tool that would enable it to securely consolidate and federate data from disparate sources.com • www.com • 1 800 635 5476 11 . enabling them to innovate incrementally as opposed to constantly “reinvent the wheel. In the Government Communications Systems Division at Harris Corporation.” Coveo helps with extending the expertise and skill sets of employees by recommending the right experts throughout the global company to Harris’ employees.000 engineers – the heaviest users – are better able to re-use technology from other jobs.eBook • Case Study: Harris Corporation Case Study: Harris Corporation Harris Corporation is an international communica­ tions and information technology company serving government and commercial markets in more than 125 countries. Colleen Yoh.

com • www. and yet it is important that organizational leaders think about increasing return on this critical asset.coveo. Accounting research is coming up with ways to calculate the total value of a company’s intangible assets. generally accepted accounting principles do not record these assets. and. 100 COMPONENTS OF S&P 500 MARKET VALUE Source: Ocean Tomo 83% 68% 32% 20% 20% 80 80% 68% 80% 60 40 32% 20 17% 0 1975 1985 1995 2005 Intangible Assets 2010 Tangible Assets © 2013 • Coveo Measuring Return on Knowledge in a Big Data World info@coveo. Because it rises and falls with market sentiment. fortunately. Employees use it to make more informed decisions about strategy. distribution channels and product and service life cycles. However. examines earnings performance and identifies the assets that produced those earnings. One method is calculated intangible value (CIV). techniques are improving. customers. on the other hand. competitors. the market-tobook figure cannot give a fixed value of intellectual capital. which simply subtracts a company’s book value from its market value and labels the difference. CIV.eBook • The Link Between Knowledge and Economic Value The Link Between Knowledge and Economic Value Calculating the return on knowledge is not a simple task.com • 1 800 635 5476 12 . This method overcomes the drawbacks of the market-to-book method of valuing intangibles. Better knowledge can lead to measurable efficiencies in product development and production.

Indexing Technology is an important component of this strategy. 2013.com • 1 800 635 5476 13 . Consequently.eBook •The Link Between Knowledge and Economic Value Within the last quarter century. Intangible book value. and managed. number of shares outstanding and market capitalization. intangible book value can also be calculated by subtracting the tangible book value per share multiplied by the number of shares outstanding from the market capitalization. or “goodwill. calculated. Its book value (tangible assets) was valued at USD 127.2 billion (otherwise known as its market capitalization). Apple's intangible assets were worth USD 310.” is calculated by subtracting the tangible book value from the market capitalization of a given company.3 billion. the market value of companies in the S&P 500 has deviated greatly from their book value. Unified gy. Using these formulas. Therefore.9 billion – or 70 percent of its total value. once return on knowledge can be measured. Companies report tangible book value per share. as of February 14.coveo. © 2013 • Coveo Measuring Return on Knowledge in a Big Data World info@coveo. Apple was worth USD 438. This value gap indicates that physical and financial accountable assets reflected on a company's balance sheet comprise less than 20 percent of the true value of the average organization. a company is ready to reap the competitive benefits that knowledge brings. For example.com • www.

Prior to Coveo. INO employees now have consolidated views of contextually relevant knowledge across departments and people – in near real time.  Secured.  99 percent adoption rate due to intuitive interfaces In order to accelerate our ability to innovate. With Coveo’s powerful indexing technology.  By indexing 99 percent of relevant corporate information. as soon as it is created. which in turn would ultimately help serve our customers better. making knowledge the main currency. Institut National D’Optique (INO) is a technological design and development firm specializing in optics and photonic solutions. you’d most likely get the same answer: Knowledge. we needed to provide a better way to access and share our extensive scientific and technical knowledge across the business. INO approached Coveo to help it increase its return on its greatest asset by connecting its people with information and through information. INO Process and Compliance Manager © 2013 • Coveo Measuring Return on Knowledge in a Big Data World info@coveo.” Pierre Bergeron. Eighty percent of INO’s workforce is comprised of highly educated and highly skilled scientists. INO employees are able to tap into the wealth of data being created every day.com • 1 800 635 5476 14 . permissioned access to information has sped innovation. INO employees had access to only a fraction of knowledge that was housed across its people and diverse systems. for a total of 134 patents held on a variety of technological innovations. so that we can increase the productivity of our researchers and speed innovation. INO is home to the largest concentration of skills in its field and serves a global client base.com • www. With more than 25 years of research and information contained within systems and people. From 2010-2011. with relevant people.coveo. technicians and engineers. INO was awarded 12 new patents.eBook • Case Study: Institut National D’Optique (INO) Case Study: Institut National D’Optique (INO) If you ask any executive within an engineering and development organization what is his or her biggest asset.

but the incentive is there. Forbes’ Chief Insights Officer.eBook • The Next Wave of Value Creation The Next Wave of Value Creation There is fierce international competition for every dollar of profit in today’s global economy. So where do we find the next great wave of value creation in the developed world? Increasingly. What if the next great phase of computing innovation and wealth creation is less about consumer adoption of new technologies and more about unlocking the untapped value inherent in every company’s disparate sources of data—from web sites. products and services.coveo. and these factors will be even more critical in the future. Very few organizations are far along the maturity curve in dealing with Big Data. it has major implications for knowledge management. September 2012 © 2013 • Coveo Measuring Return on Knowledge in a Big Data World info@coveo. they can no longer expect that the products and practices that made them successful in the past will keep them viable in the present. relevant insight and knowledge is the best way to empower employees and help them perform their jobs exceedingly well. value. As more and more organizations have found. Organizations need to start treating knowledge and knowledge workers as strategic assets in order to compete and meet the challenges of the future. with natural language queries. Gaining real-time. The ability to address Big Data is going to be the most intensive and important infrastructure change for IT in the next decade. indexed and searchable in much the same way consumers search the Web.com • 1 800 635 5476 15 . companies will differentiate themselves on the basis of what they know – by tapping into their return on collective knowledge. CRM and ERP systems. to social media to email. and by unlocking the value inherent in every company’s disparate sources of data. Imagine if every company could instantly become 10% more efficient? Bruce Rogers. innovation and speed to market for business success.com • www. Companies now require service and product quality. Moreover. to old Word and Excel documents stored in every computer of every employee? Imagine a world where every document on any data platform is instantly organized. Consumers and businesses have an unprecedented choice of goods. There’s not much more companies can do to innovate within the physical assets world.

both on-premise and in the cloud -. Unified Indexing technology democratizes knowledge access and makes it contextually relevant for each user. Companies simply leave the data wherever it resides – ERPs. engineering databases. Similar to how Google or Yahoo can consolidate the entire web within a common index. The technology securely indexes those sources. file shares. 21st century companies need to understand how to better connect the dots and leverage information across all channels. emails and archives. correlate. CRMs. With this technology. new technologies enable powerful information mash-ups across complex and secure enterprise information. and cloud-based systems. etc. knowledge bases. companies can also discover information relationships and trends that can be acted upon. social media. normalizes and enriches the information to uncover hidden relationships for new insights. Information from all these systems can be consolidated and correlated within a unified index – think of it as a virtual integration of information across systems from which companies can search and navigate. No expensive integrations. Unified indexing technology provides the least disruptive and most effective path forward. indexed and combined in ways consumers find commonplace on the Internet. as IDC is quoted earlier in this eBook. regardless of where they are stored. point and homegrown systems. Think of a world in which every piece of information all employees need.com • 1 800 635 5476 16 . ensuring that companies build on past knowledge rather than recreating the wheel 90 percent of the time. and yet companies have been unable to achieve. fragments of information are assembled on demand.email. No lengthy master data management projects or armies of consultants. from any and all systems. and served up to operational users within their context. CRM.coveo.eBook • The Road to Actionable Insight The Road to Actionable Insight To move from a state of Insight Deficit.com • www. Advanced indexing technology securely ties together the vast variety of systems. unifies the data in a central index. to an “insight-full” organization. is instantly organized. From there. consolidate and analyze information. desktops. social media. databases. © 2013 • Coveo Measuring Return on Knowledge in a Big Data World info@coveo. ERP.

com • 1 800 635 5476 17 .eBook • The Road to Actionable Insight SEARCH HUB SEARCH INTERFACES My Emails All Content My Computer Intranet COLLECTIONS Emails Email Archive My Computer SharePoint UNIFIED INDEX SOURCES Microsoft Exchange Server Symantec Enterprise Vault Server My Documents Folder Local Email Archives Files SharePoint Servers DOCUMENTS © 2013 • Coveo Measuring Return on Knowledge in a Big Data World info@coveo.com • www.coveo.

Where before. thus helping customers get more value from your products. The future is here. Companies who proactively address their insight deficit problem and tap into the growing data spread across disparate systems to uncover important insight into their business will have a competitive advantage over those that do not. Customer service and marketing teams with on-demand.eBook • The Road to Actionable Insight Imagine how powerful it would be to combine what your customers are saying about a new product release on Twitter.com • 1 800 635 5476 18 . on-demand. Imagine enabling this much more personalized and relevant conversation with your customer or prospect via your website. © 2013 • Coveo Measuring Return on Knowledge in a Big Data World info@coveo. Unified Indexing technologies provide this and more. product bugs and issues. actionable insight can deliver more consistent and satisfying.com • www. trouble-shoot any issues. and companies have the opportunity to leverage what is arguably their best strategy for increasing their intangible worth: Combining relevant information with people. marketing and sales. purchase more products and services. with the support cases being logged on that product and any defects logged in an engineering database. Leveraging these interactions and data further. correlate them to your biggest and most valued accounts – only to find when you discovered the problem and the trends. determine satisfaction rates. channels and departments. The ability to push relevant knowledge to employees based on what they are working on. contextual customer interactions for one-to-one marketing. you lost your most valuable customer to the competition. as well as provide more dynamic.coveo. across R&D and engineering teams. and then feed that information back into engineering. organizations can better serve customers and increase product innovation and quality and support decisions made across the enterprise. it would take an army of people inside your company several days to dig up information from multiple sources to discover what your customers were saying about a new product. With this level of insight across information silos. personalized customer experiences. ensures that new products meet or exceed customer expectations as well as leverage past work to get to market faster. and with greater innovation. in any instant. and finally.

every time.com • www. social. shorter sales cycles. to relevant people. and on-premise systems. visit www. The Company’s lines of business inject existing knowledge into every Customer Service interaction.000. For more information. Coveo’s advanced. YUM! Brands. More than 2. Coveo brings together the collective and yet fragmented information from cloud-based.000 people globally and more than 500 companies use Coveo to achieve their business goals. Unified Indexing and Insight Platform securely connects with and crawls all systems to create a virtual integration layer. Unified Indexing and Insight platform redefines how people access and share fragmented knowledge around the social enterprise. and injects it into the context of every user. faster innovation for better product development and increased profitability.com. Lockheed Martin. This enables more efficient customer service. or like us on . personalize online customer experiences within high-end websites.eBook • About Coveo About Coveo Coveo’s advanced. and increase overall return on knowledge by making the collective knowledge easily accessible via advanced enterprise search initiatives. Coveo connects people to contextual content.coveo. and through content.coveo.com • 1 800 635 5476 19 . by federating and enriching structured and unstructured information. Among Coveo customers are CA Technologies. so that all employees can stop reinventing the wheel. L’Oreal Switzerland. follow us on © 2013 • Coveo Measuring Return on Knowledge in a Big Data World info@coveo. increased sales. GEICO and SunGard.