Mark Polly

Connect with Mark

Blogs from this Author

Inventory Cycle Counting Concept

Don’t Fall Short When Assessing Your Customer Experience Tech

Customer experience leaders continue to look for ways to improve their customer experience technologies. These leaders understand that as expectations evolve, competitors try to jump ahead, and other companies invent new capabilities, they must also evolve their capabilities. Assessing your technology stack with respect to customer experience is essential to making sure your technology is […]

state of content management

Help! I Need a New Web Content Management System

So, it’s probably been at least five years since you last implemented a web content management system (WCMS). More than likely, it’s been more than eight years. The old system is increasingly out-dated, slow, hard to use, and the people who picked it are long gone. Does this sound familiar? This is a common situation with anyone […]

Content management system

How Top B2B Marketers Build Experience Business with Content

In our recently published “Build an Experience Business” guide, we explored how content management systems can be a major force in building strong customer experiences. Content Marketing is one top-of-the-funnel technique that marketers use in the B2B space. It is used to educate buyers, promote their brand, and generate leads. More and more, content marketers […]

Harness your data with a data strategy

3 Ways to Deliver a Consistent Customer Experience

Companies often pursue a digital transformation that only focuses on one aspect of the business while missing other areas that are equally important. This ultimately leads to failure because a successful digital transformation requires an understanding of how every facet of your business affects customers and how to incrementally change each area to keep customer […]

Does Digital Transformation Really Drive Customer Loyalty?

Every company wants to create “lifetime” customers, which is the very essence of customer loyalty. Likewise, everyone has opinions on how to create customer loyalty. Including delivering a great customer experience, building a great digital experience, maintaining a loyalty program, providing comprehensive digital self service, and on and on. When you hear about a digital […]

Personalization: How Individualization is the New Bar for Relevance

Brendan Witcher, VP and Principal Analyst from Forrester talked about relevance and individuality as the key to personalization. He went into depth on how individualization is the new bar for relevance. The digital buyer is mythical. In fact, buyers experience brands in digital and real-life experience. You can no longer compare yourself to your competitor, […]

Coveo for Salesforce Customer Agents

The Future of AI-Powered Service with Coveo for Salesforce

Neil Kostecki, a Senior Product manager with Coveo, spoke about how Coveo is powering customer service with AI-Powered Service. Coveo for Salesforce is a specialized version of Coveo’s search and knowledge intelligence platform that integrates directly into Salesforce Service Cloud.  This product allows service agents to quickly find knowledge articles relevant to satisfying a customer’s […]

Healthcare

From Search to AI-Powered Relevance with Coveo

At Coveo Impact 2019, Vincent Bernard from Coveo presented about the use of Coveo Cloud to maximize the value of relevance on a website. 3 Main Ingredients for a Good Search Experience Vincent described three main ingredients or best practices for web site search that all work together: Machine Learning Query Suggest – not just […]

Coveo Impact 2019 – Relevance is rising and driving experiences

Louis Tetu, Chairman, and CEO of Coveo kicked off Coveo Impact 2019, which is their annual conference. Louis started by claiming that being “digital” is not enough. Companies need to transform to be more Relevant. An irrelevant experience will cause people to look elsewhere, because 76% of consumers are willing to switch to a better […]

2 People With Tablet

Insights into Personalization Trends in 2019

You’ve probably been reading and hearing about Personalization, since it garners over 50% popularity on Google Trends. It seems everyone is trying to understand it and figure out how to use it. We have many posts on our blog about the topic, including Essentials for your Digital Strategy-Smart Personalization and The Key Differences Between B2B […]

New Adobe Sensei Technologies in Marketing

Anthony Ching from Adobe presented a session titled New Adobe Sensei Technologies to Power Your Marketing Lifecycle during Adobe Summit.  Only about half of the audience claimed to use Artificial Intelligence/Machine Learning in their marketing lifecycle.  What inhibits others from using AI/ML?  Some people don’t have data scientists, while others didn’t think the technology was […]

Pd Blog Image Abstract Pattern

Top DAM Features in Adobe Experience Manager Assets

At Adobe Summit, Elliot Sedegah and Josh Ramirez took us through the exciting new features in Adobe Experience Manager Assets, which is Adobe’s Digital Asset Management product.  Assets has been in the market for a long time and has built up a strong list of features over the years.  In this post, I will share […]

Load More