Kim Williams-Czopek

Kim Williams-Czopek is a Director of Digital Strategy at Perficient. She’s spent time in several digital agencies, digital product companies, and served as VP of Digital on the brand side. She specializes in digital customer experience, retail and digital commerce, digital responsibility, and digital business strategies.

Blogs from this Author

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I Don’t Want Another App, I Just Want My Stuff. A Product Owner Faux Pas?

New data is available to show that the major carriers (UPS, FedEx and USPS)  generally performed well compared to last year which is surprising given over 2 million packages still missed their Christmas delivery window.  Perhaps as a response to all of the delays, a new crop of apps have appeared that “help” customers aggregate […]

group of team members working together to innovate

How is Diversity and Inclusion Incorporated into Your 2021 Digital Roadmap?

A year and a half ago I published an updated view of Digital Responsibility as part of our Digital Essentials series. It challenged the notion that digital responsibility starts and ends with data privacy, and introduced the idea of incorporating accessibility, diversity, and inclusion into digital responsibility mandates. While some organizations had started considering these […]

More Than a Brand Steward: The Redefined Role of CMO

There is no doubt that the role of the Chief Marketing Officer (CMO) has changed significantly in the past decade. Once held up as a maven of creativity and brand, today’s technologies, customers, and pace of business demand CMOs have a wider handle on a variety of skill sets and a much deeper business acumen […]

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If 5G is supposed to be a game-changer, what’s the game?

Part of Apple’s iPhone 12 family announcement included a big push around 5G capabilities and the promise of a better life, all because users will be able to do things faster than they did before.  Apple (and others) are calling 5G a “game-changer” but is it?  And if it is, what exactly is the 5G […]

loyal customers perficient

Does Your Holiday Readiness Plan Assume Shipping Delays?

It’s been well-publicized that the major shipping carriers will be overloaded and overwhelmed this holiday season, with existing delays getting worse.  The end result will be unhappy customers likely looking to brands to make appeasements.  Pre-pandemic, customers hesitated to place orders if 2-day shipping wasn’t an option. While customer patience around shipping has increased a […]

Mother And Daughter Having Fun

Who is Coming After Gen Z and What Will They Expect from a Customer Experience?

The spending power of Gen Z is predicted to outmatch all the generations before it. Still, it’s never too early to start understanding and planning for capabilities that will be expected from the generation coming next. But who are they? What will they expect from an experience given how they grew up under the influence […]

Business Colleagues Whispering On A Meeting In The Office.

Feeling Stuck in Your Digital Transformation? Start with Empathy and Dumplings

As organizations continue daily adjustments in response to pandemic-related market shifts and customer expectations, existing internal alignment challenges compound. The compounded alignment challenges multiply when digital strategy transformation activities are layered on. This perfect storm results in clients asking how they can get their teams unstuck, aligned, and moving again. I’ve started answering the question […]

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Reopening has started. Is it too late to transform?

With many US cities emerging from lockdown, businesses are considering their next moves, but some fear their window to act has passed. Even with lockdown restrictions loosening, re-entry into the world isn’t going to happen overnight, and even when it does happen, how people make their way in the world has changed forever. Reopening has […]

Online Shopping Perficient Featured Image Updated

CX COVID-nnovation: the Good, the Questionable, and the Not-So-Good So Far

One and a half months into lockdown and most organizations are now through the initial scramble to assess, address, and run in the best way they are able. But some have gone beyond just getting to a run state and pushed innovation to address new and evolving customer experience expectations. But are all these “COVID-nnovations” […]

Changing Customer Behaviors

Predicting Changes in Customer Behavior Post COVID-19

Any researcher who focuses on understanding human behavior will tell you that most people report that they would do something or they would want something, but in practice they demonstrated dramatically different desires and actions. That’s what makes predicting how customer behaviors will change after COVID-19 so difficult. One source of truth we can reference […]

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Commerce During the Coronavirus – What Businesses can Do Now, Next, and for the Future – Part 3

This three-part series focuses on what digital commerce teams can do to shore up operations and remain effective right now, over the next few months, and in the mid-term future. Obviously, times are tough and every organization has unique challenges, so not everything below might apply, but sometimes the most stressful situations result in the […]

state of content management

Commerce During the Coronavirus – What Businesses can Do Now, Next, and for the Future – Part 2

This three-part series focuses on what digital commerce teams can do to shore up operations and remain effective right now, over the next few months, and in the mid-term future. Obviously, times are tough and every organization has unique challenges, so not everything below might apply, but sometimes the most stressful situations result in the […]

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