Capture Insights from Employees and Customers To Optimize the Entire Experience
Lucidworks Offers Enterprise Search Solutions that Help Employees Find Answers Like Consumers Do
Most brands put personalization and omnichannel capabilities at the top of their enterprise-level priority list. Despite this, two-thirds of respondents to a recent survey reported an inability to consistently serve customers across touchpoints and personalize those experiences. That means that employees enjoy highly personalized consumer experiences on platforms like Netflix and Amazon, only to be let down by an outdated, generic employee experience (EX) when they go to work.
For years, customer experience (CX) has taken priority over employee experience, but companies are increasingly discovering a connection between better EX and improved CX. Engaged employees get more done and they deliver better customer experiences. Yet, outdated knowledge management systems hinder employee productivity and could even accelerate attrition.
Lucidworks Connected Experience Cloud (CXC) for Knowledge Management collects insights about how employees work and then optimizes the experience of work for the entire organization, based on those insights. CXC captures signals including frequently viewed documents, an employee’s role in the organization and their areas of expertise—all with the objective of helping them do their job better. CXC breaks down insight silos and empowers employees to focus their time on valuable activities, not mindless repetitive tasks. It does this by applying signals in real-time to personalize search results, navigation options or recommendations, and helps teams and individuals make relevant connections to the information they have at hand.
For example, one of the largest ride-sharing companies deployed Lucidworks to create a single access point to over one million corporate documents that are added monthly. It saved employees on average five minutes/day. That equals almost a half an hour every week, or an entire 24-hour day per employee per year saved, which is both a major EX improvement and a huge cost-savings when multiplied over thousands of employees.
CXC is a new category of solution for enterprise knowledge management that combines the power of search and machine learning to personalize experiences to meet each employee’s unique intent, in the moment when that intent matters. The world’s largest brands, including Lenovo, Reddit, and Cisco Systems rely on Lucidworks to power product discovery, customer service, and knowledge management applications that delight customers and empower employees.
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