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

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.TO), 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.