The eBook Understanding Relevance Maturity in Service & Workplace explains how organizations can evolve from reactive search to fully optimized, personalized experiences. Reactive search often returns correct but irrelevant results, while unified AI-powered search links data across CRM, CMS, and other systems to deliver contextually relevant answers. Responsive search adapts to user behavior in real time, improving self-service and personalization, with recommendations proactively guiding users to what they need next. At the highest maturity, optimized personalization provides 360° relevance across all channels and devices, ensuring continuity, reducing effort, and building loyalty. The Coveo Relevance Maturity Model shows this progression from search to recommendations to full personaliza

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