Devin is the Senior Product Marketing Manager at Coveo, focusing on financial services institutions. He has been researching, writing and advising leaders on customer service and customer experience strategies for the past 15 years as an Analyst at CEB and Gartner. He writes and speaks on topics such as digital customer service experience, service channel strategy, personalization, AI, the Effortless Experience, and the agent experience. Throughout his career, he has worked across the globe, advising companies from Fortune 50 to technology startups.