Mark Polly

A significant driver for needing to change platforms is when your business undergoes a significant digital transformation effort. Typically, a company chooses to undertake a digital transformation because they need to change the experiences their customers have with their brand. Usually, that means some amount of change in systems in order. Reason #5: Your Business […]

Peter Drucker said, “The entrepreneur always searches for change, responds to it, and exploits it as an opportunity.” This is often the case when a new leader is hired, whether it’s a Chief Marketing Officer (CMO), Chief Information Officer (CIO), Chief Customer Experience Officer (CCX0), or any other CxO. When making such a leadership change, […]

If you follow the customer experience or marketing technology market with any regularity, you’ll notice platform vendors are always releasing newer versions of their systems. Sometimes those releases are very incremental changes such as small updates or fixes. However, major new features and capabilities are sometimes put into the market that will shake up the […]

In this second installment of our five-part blog series, we’ll talk about the second reason customers decide to seek out a new system. Let’s get back into it. Reason #2: Licenses for the current system are expiring or the system is discontinuing When you signed the license agreement for your current platform, chances are you […]

One of the biggest hurdles to selecting a new platform is recognizing when you should look for something different. In this five-part blog series, we’ll look at the top five reasons our customers make the decision to seek out a new system. If you recognize one of these in your current state, then you may […]

The COVID-19 pandemic stressed everyone in 2020. Many of our clients had prepared their digital businesses ahead of time and survived.  Other companies who were late to creating digital customer experiences suffered as people stayed away from traditional stores and shopped online.  But even the best companies struggled to keep customer satisfaction levels high during […]

COVID-19 vaccines appear to be close to helping resolve the 2020 Coronavirus Pandemic.  The pandemic exposed both good and bad customer experiences as companies reacted to the changing market and economic conditions.  As we start to emerge from the pandemic in 2021, what should customer experience practitioners focus on to begin to ramp back up? […]

I talk with a lot of companies who want to up their game in delivering a better customer experience.  Yet, I’m always struck by the impediments companies always put in front of themselves that negatively affect that experience.  “We can’t do that because…” is always the first part of a long set of internal issues […]

Have you heard about Mini Apps or Apple’s new App Clips feature?  I think these technologies have a way to dramatically improve the mobile experience if you can take advantage of them.  Both concepts are relatively new, with Apple’s App Clips becoming available in IOS 14 this month (see our Prepare Your App for IOS […]

Back in early 2019, I became interested in how I could use Artificial Intelligence (AI), Machine Learning (ML), and Natural Language Generation (NLG) to write content for my blog posts.  The idea was elementary: come up with a story idea and let an AI tool write the content!  I didn’t want to create a tool […]

Let’s say it has been ten years since you last implemented your self-service customer portal and it’s starting to show its age. A lot has changed in the portal space since that time and you want to consider a new platform to support your ongoing digital transformation efforts. As you start to research what’s available […]

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 […]