Forcepoint, a global cybersecurity leader, modernized its customer and employee experience by unifying nine siloed knowledge sources with Coveo’s AI search. This created a single index with analytics-driven insights, boosting efficiency and aligning EX with CX . Self-service improved dramatically, deflecting 6,200 cases in six months and saving $312,000, with 55% of resolutions now handled through self-service and success rates rising 14% via Relevance Generative Answering . Salesforce-integrated Insight Panels cut time-to-resolution by 25% and accelerated employee ramp-up. With a 97% CSAT, Forcepoint now plans to embed GenAI into products and extend the Customer Hub to renewals.

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