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Mark Polly

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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 […]

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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, […]

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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 […]

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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 […]

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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 […]

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What Does HCL Buying IBM Portal Mean to You?

You may have heard that in December 2018, HCL Technologies agreed to acquire several software assets from IBM, including Lotus Notes, Domino, IBM Portal and IBM Commerce. These have all been long term investments by IBM and have had strong customer support for many years. What many people don’t know is that IBM has been […]

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Consumers to Content Marketers: I’m Interested in Me, Not You

Content marketing has been a hot topic over the past 8 years as marketers have looked for ways to connect with consumers. At Perficient, we use content marketing extensively, as evidenced by this blog. We’ve also blogged about content marketing going all the way back to 2012 (Content Marketing Impact & #SocialBusiness). The trick for […]

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Why You Need A Customer Experience Platform Framework

Two key tenets of Digital Transformation are that you need to focus on the overall customer experience, and the customer’s experience is the sum of all their interactions with your brand. This means a customer’s experience with you is not just based on your web site or your mobile app. A customer’s experience includes the […]

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Checking in on Artificial Intelligence Trends in 2018

It’s just past mid-year 2018.  Back in December 2017 and January 2018, many pundits were making their annual predictions about artificial intelligence.  In fact, my colleague Michael Porter wrote about AI predictions earlier this year.   Rarely do I notice anybody checking in on those predictions to see whether they are reality or not.  So I […]

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MarTech: 5 Disruptions Happening to Marketing

What trends do you think are disrupting marketing right now?  GDPR? Advertising overload? Privacy concerns with Facebook?   While those are certainly disrupting, at the MarTech West conference Scott Brinker spoke about the five disruptions he sees. He started by talking about all the hype going on with marketing technology.  AI, AR, ChatBots, Bots, and many […]

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The 2018 MarTech Landscape is Here

Today at the MarTech West conference in San Jose, Scott Brinker and team unveiled the 2018 MarTech Landscape chart.  Scott has produced The Marketing Technology Landscape chart since 2011.  The chart shows all the companies in the MarTech landscape grouped over many categories, such as Advertising & Promotion, Content & Experience, etc.   While the chart […]

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Executive Introduction to Machine Learning – How To Make Predictions

In my previous article (see Executive Introduction to Machine Learning), I provided a concise, jargon-free introduction to what is machine learning.   I basically described it as four steps: 1) Take data in; 2) Run it through an algorithm to make a prediction; 3)  help the machine learn to make better predictions; 4) predict something based […]

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Executive Introduction to Machine Learning

In a recent post, Michael Porter asked “What Does AI Have To Do With Strategy?” In discussing the transformational nature of AI, he suggested the very first question you should ask is, “What is AI and Machine Learning?”   Lately, I’ve been doing a lot of research into machine learning to understand the concepts and deep […]

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AI Trends: What Happened to Chatbots?

I’ve been noticing a little trend about chatbots lately, so I wondered what’s going on with them?  Just a few years ago, chatbots were a bit of a rage.  With the hype around IBM Watson winning on Jeopardy, the potential seen in Siri and the introduction of Amazon’s Alexa, it seemed that chatbots were primed […]

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Mobile Highly Relevant to B2B Customers

We commonly think that B2B customers don’t really need mobile.  After all, most B2B sales are highly driven by actual sales people, with web sites supporting them through content like white papers, product information, etc.  B2B customers are also thought to be desk-bound, mainly accessing your B2B content through traditional desktop browsers. Recently, however, we […]

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What You Need to Know About Digital Intelligence

One big focus of Digital Transformation is getting the customer experience right. As we’ve talked about, the customer experience is not just about visits to your website, but also includes interactions with your marketing emails, the in-store experience, how your customer service representatives interact and so on.  We talk about understanding the customer journey across all […]

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So, You Heard of Facebook Workplace? What Does This Mean?

Facebook has long been an icon in the world of digital transformation.  I can’t remember all the conversations I’ve had with business people who want a solution that is “like Facebook” even when they don’t really know what that means.  Facebook was one of the original companies that demonstrated to all of us the importance of consumerism […]

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Salesforce Einstein Brings CX Opportunities with AI – #DF16

During Dreamforce this week, Salesforce officially announced Salesforce Einstein, the company’s new artificial intelligence layer built into the platform. At the Salesforce Einstein keynote, Salesforce pushed the idea that anybody can be a data scientist because the platform has intelligence built right in. John Ball, the SVP & GM of Salesforce Einstein MC’d the session. John […]

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The Future of Work According to Salesforce & Google Cloud – #DF16

Salesforce and Google are working to “assist” us a work. Tom Holman from Google, Daniel Chang and Sriram Iyer from Salesforce, and Greg Malpass from Traction on Demand presented a session on the topic at Dreamforce 2016. Tom is the product manager for Google G Suite, which Google just announced, but really is a rebranding and […]

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Increasing Employee Engagement – Salesforce Community Cloud #DF16

When we think of the Salesforce Community Cloud, we traditionally think of a partner portal or an external-facing community. Salesforce is positioning the Community Cloud for employees. Key attributes of this vision are similar to what we expect as consumers. They include: Relevant, up-to-date information Effortless access to systems and apps Open, transparent collaboration Ability […]

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