How Coveo’s AI Helps Leading Organizations Personalize at Scale

A strong AI strategy starts with trusted, relevant data—without it, AI risks automating without understanding. Yet, many businesses still use AI that delivers generic answers, lacks context, and frustrates users.?

Coveo is changing that. By combining retrieval-augmented generation (RAG) and semantic search, Coveo ensures AI delivers the right answer to the right person at the right time. Instead of flooding users with irrelevant search results, Coveo provides precise, personalized responses that enhance self-service, customer support, and digital commerce at scale.

Few leaders understand the intersection of AI, business strategy, and customer experience better than Sheila Morin, Chief Marketing Officer at Coveo. With experience at L’Oréal, Danone, and Cirque du Soleil, she knows how the right technology creates seamless, engaging customer experiences. She shares how businesses can cut costs, improve efficiency, and—most importantly—deliver experiences that keep customers coming back.

Key Insights from the Conversation

05:25 | Clarifying AI’s Value: How Coveo Drives Relevance at Scale

For AI to enhance CX, relevance is everything. Coveo’s AI analyzes user intent, retrieves the most useful insights, and presents them in an intuitive, frictionless way.

08:34 | How Coveo’s GenAI Supports Industry Leaders Like United Airlines

Before AI, customers had to search web pages or call support for answers. Now, Coveo’s GenAI-powered search delivers instant, accurate responses;

• 30% fewer customer support calls
• 40% cost-to-serve savings (Xero)
• $8.6M in annual savings (SAP Concur)

17:54 | Businesses Want AI That Delivers Real Results

Businesses are shifting from AI hesitation to action, demanding proof through A/B testing and POC trials. With rising customer expectations and cost pressures, brands that test, refine, and scale AI now will gain a competitive edge—while those who wait risk falling behind.

20:58 | Key Steps for Leaders Implementing AI

• Identify CX challenges—high call volume, inefficient self-service, slow resolution times.
• Choose AI partners who track real KPIs—not just automation hype.
• Test before scaling—Coveo’s A/B testing ensures measurable impact.

Sheila Morin’s advice? Start small, test rigorously, and scale smartly—that’s how AI delivers real impact.

AI is already reshaping customer experience, helping businesses improve loyalty, efficiency, and growth. With the right strategy and technology, companies can turn AI into a competitive advantage—and Coveo offers a proven path forward. Visit Coveo to learn more.?

Thanks to Coveo for sponsoring this episode!

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Don't miss Blake Morgan's new book, "The 8 Laws of Customer-Focused Leadership." To learn more visit www.8CXLaws.com.