Mark Floisand

For the second year in a row, Gartner has released their 2018 Magic Quadrant for Insight Engines report profiling 13 vendors and their key differentiators, showing who embraces the Insight Engines augmented search technology with artificial intelligence to deliver insights. To hear more about Coveo’s commitment to R&D, what has contributed to their success in Gartner's positioning and how they help many businesses and digital leaders achieve results, I reached out to Mark Floisand, Coveo’s CMO.… Show more

For the second year in a row, Gartner has released their 2018 Magic Quadrant for Insight Engines report profiling 13 vendors and their key differentiators, showing who embraces the Insight Engines augmented search technology with artificial intelligence to deliver insights. To hear more about Coveo’s commitment to R&D, what has contributed to their success in Gartner's positioning and how they help many businesses and digital leaders achieve results, I reached out to Mark Floisand, Coveo’s CMO. Be sure to follow along below to read our exclusive interview Show less

Amazon has reported that upselling and cross-selling makeup to 35% of their total annual revenue. To say that a personalized experience and contextual content recommendations are an integral part of modern e-commerce would be an understatement — effective upselling and cross-selling is how today’s e-commerce platforms remain profitable and continue to grow.

Do you know where your customer data is? If you’re like many marketers, your customer data is split across multiple systems and databases. In a Harvard Business Review survey, only 13% of executives had a unified view of their customer with a single source of customer intelligence to integrate the entire customer journey.

Every retailer’s dream for their online store: the warehouse for one. You don’t ever need to leave the online website to find what you need, every product leads to cross-sells and up-sells and a seamless purchase process guides the customer across the finish line. Why hasn’t every retailer embraced this model and put everything into personalization platforms and resources?

Marketers are often overwhelmed with the idea of personalization at scale - but it doesn't have to be intimidating or a long-term project. We asked Mark Floisand, CMO, Coveo to help put personalization in perspective in this rapid-fire discussion with MarTechAdvisor

Due to increasing consumer expectations of having personalized experiences, people have grown more comfortable with trading their personal data in order to enjoy an experience that feels tailored to them. 2018 will be an interesting year as the sheer volume of customer data will continue growing exponentially.

Transforming your customer experience is hard - and marketers are struggling with it, despite their understanding of its importance. According to recent reports, marketers have a long way to go by their own estimate to personalize content to customers’ needs.

John Wanamaker, a pioneer in advertising, was famously quoted as saying, “Half the money I spend on advertising is wasted; the trouble is I don't know which half”. The sheer amount of data we’re able to collect today, and the technology that allows us to analyze it makes this statement less and less true.

It's time to talk about your website relaunch—and the crucial misstep too many marketers make. Marketing teams feel the pressure every year to deliver a better website than the year before—from UX best-practices, to appealing design, to customer-centric content that converts.

Marketers often (mistakenly) assume that users want to browse through their websites, utilizing the carefully thought-out information architecture and navigation links to help them move from page to page. In reality, what’s usually overlooked is the sheer volume of pages users end up looking at before finding the information they need, and the bizarre routes they each take in finding what they ultimately need.

Every marketer today is investing in their “customer experience” to personalize every touch-point a customer or prospect has with their company. Creating a completely painless and effortless customer experience leads to higher sales in the short term, and higher retention rates in the long-term. This strategy pays off: acquiring a new customer costs FIVE times more than retaining current customers.

When you’re stuck searching for an answer on a company’s website, how many times will you modify your query before you abandon it and look elsewhere? As you read this post, this unsatisfying experience is happening across the web, maybe even on your own company’s site. The result: lost customers and missed revenue.

Marketers (should) track nearly everything that happens on a website, and recent technology advancements are making it easier than ever. These tools are pretty good at gaining some visibility into your customer’s journey. Pretty good doesn’t quite get you ahead of the competition, though.

Mark Floisand, CMO at Coveo, gives us his insight on the many ways enterprise search can be expanded and utilized, showing we are really only scratching the surface in terms of its vast capabilities across all business experience.

Every day, the need for a cohesive digital strategy gets more and more vital. And every day, mapping out the digital experience gets more complex. Customers embrace new platforms and interact with brands in new ways, while marketers explore new technologies for reaching and attracting buyers.

Consumer privacy is under assault. According to a recent survey by SAS, more than three quarters of U.S. consumers say recent events in the news have boosted their concerns about their data in the hands of businesses.

Whether they're buying car insurance or professional-grade skis, customers go through cycles of exploring, researching and purchasing. The most successful companies plot the purchasing cycle for every individual customer and tailor their messaging accordingly.

In a world increasingly dominated by digital experiences, digital assets fuel the customer experience -- but many brands still separate DAM and other strategies. By siloing their teams and their technologies, these companies effectively stifle their success.

Businesses need to look beyond the convenience represented by features like click-to-buy and consider the bigger trends that will revolutionize the ecommerce experience. It’s time for forward-looking companies to capitalize on social and mobile behaviors, glean customer insights and lay the groundwork for the benefits of predictive analytics.

Big Data has long made an alluring promise to marketers: the ability to collect massive amounts of data regarding customer interactions and provide data-driven actionable marketing recommendations. But when implemented poorly, Big Data threatens to make marketers think of their customers as data points rather than human beings.