In today’s hyper-personalized digital world, delivering the right message to the right customer at the right time is non-negotiable. 

Adobe Commerce is a powerful eCommerce engine, but when coupled with Adobe Real-Time CDP (Customer Data Platform), it evolves into an intelligent experience machine, which is capable of deep AI-powered personalization, dynamic segmentation, and real-time responsiveness. 

What is Adobe Real-Time CDP? 

Adobe Real-Time CDP is a Customer Data Platform that collects and unifies data across various sources (websites, apps, CRM, etc.) into a single, comprehensive real-time customer profile. This data is then accessible to other systems for marketing, sales, and service. 

Key Capabilities of Real-time CDP

• Real-time data ingestion and activation.  
• Identity resolution across devices and platforms 
• AI-driven insights and audience segmentation 
• Data governance and privacy compliance tools 

Why Integrate Adobe Commerce with Adobe CDP? 

Adobe Commerce offers native customer segmentation, but it’s limited to session or behavior data within the commerce environment. When the customer data is vast, the native segmentation becomes very slow, impacting overall performance.  

What We Gain with Real-Time CDP

Use Cases

1. Win-back Campaign: Identify dormant users in CDP and activate personalized discounts  
2. Cart Recovery: Capture cart abandonment events. 
3. High-Intent Buyers: Target customers who browse premium products but didn’t convert 

Integration of Adobe Commerce with Adobe Real-Time CDP 

Data Layer Implementation

• Install Adobe Experience Platform Web SDK to enable real-time event tracking and identity collection.  
• Define and deploy a custom XDM schema aligned with Commerce events. 

Customer Identity Mapping

• Implement Adobe Identity Service to build unified customer profiles across anonymous and logged-in sessions. 
• Ensure login/signup events are tracked for persistent identification. 

Data Collection Configuration

• Tag key Commerce events (add to cart, purchase, product) to collect data. 
• Set up batch or streaming ingestion using the following extensions: 
  • audiences-activation 
  • experience-platform-connector
• Admin configuration for Organization ID, Dataset ID & Data Stream ID:  
  • System -> Services -> Data Connection 
  • System -> Services -> Commerce Service Connector 

Audience Segmentation & Activation

• Create dynamic audiences using behavioral, transactional, and CRM data.  
• Assign Audience in Adobe Commerce. 

Personalization Execution

• Leverage Adobe Target or Adobe Experience Manager (AEM) to serve personalized content.
• CDP can be used for decision making, like suppressing offers to churn customers. 

Challenges to Consider 

• Data Governance: Ensure GDPR/CCPA compliance with CDP’s consent management tools. 
• Identity Resolution Complexity: Work closely with marketing teams to define identity rules. 
• Cross-Team Collaboration: Integration touches data engineering, commerce, marketing, and legal teams.

Conclusion 

Integrating Adobe Commerce with CDP empowers both business and technical teams to unify profiles and stay ahead in a dynamic marketplace by delivering personalization.  

Adobe Real-Time CDP is not just a marketing tool, it’s an asset for creating commerce experiences that adapt to the customer in real-time.   

In earlier blogs – Why AI-Led Experiences Are the Future — And How Sitecore Stream Delivers Them and Creating a Brand Kit in Stream: Why It Matters and How It helps Organizations, I tried to explore what Sitecore Stream is, how it powers AI-led content management, and how features like Brand Kit and Assist streamline your creative process. Those were all about content creation and brand consistency.

But here’s the next big leap:

Imagine this: You’re enhancing your website, launching a new campaign, or rolling out a promotional activity — and you can plan, manage, and execute it all without ever leaving Sitecore portal. No switching between tools. No messy integrations. No lost time.

With AI seamlessly integrated into project creation and management, Sitecore Stream becomes more than just a workspace — it becomes your smart workspace. From automatically generating project outlines, suggesting tasks, and assigning responsibilities, to tracking progress and flagging risks, AI acts as your proactive co-pilot every step of the way.

• One Unified Platform – Content, creative assets, AI planning, project tracking — all in one place.
• Smarter, Faster Execution – AI recommendations help you plan and launch in record time.
• Team Alignment Without the Chaos – Everyone works in the same environment, with instant visibility into priorities and progress.
• Eliminate Context Switching – Stay focused by keeping everything connected inside Sitecore Stream.

Why Manage Projects in Sitecore Stream?

Traditional workflows often mean hopping between:

• A PM tool for scheduling and tasks
• A content platform for asset creation
• A chat app for collaboration

With Sitecore Stream, you get:

• A centralized workspace to create and manage projects
• Built-in AI to help suggest deliverables and tasks
• Direct Sitecore product actions (e.g., linking straight into XM Cloud or Personalize or CDP)
• Multiple visual views (List, Kanban, Timeline, Funnel) for different working styles
• Integrated file storage for creative assets and documents

Let’s walk through the steps to create and manage your first project in Sitecore Stream.

Creating Your First Project — Step-by-Step

1. Check Permissions

To create projects, you need:

• Admin app role in Stream, or
• Org Admin / Owner in Sitecore Cloud Portal

If you don’t have these permissions, request them from your Sitecore Cloud admin.

2. Create the Project

• Navigate to Projects → Create project
• Fill in:
  • Project name
  • Start and End dates (the UI will calculate total days)
  • Brand Kit – link directly to your approved assets
  • Labels – for easy filtering
  • Thumbnail – for quick visual recognition
• Click Save to open your Project Details page

Tip: If you have a Brand Kit, always link it when creating a campaign — it keeps every deliverable aligned with approved brand standards.

3. Add Team Members

• Admins can invite members directly or approve/reject access requests.
• Keep project access restricted to relevant stakeholders to reduce noise and maintain focus.
• Click on +(Plus) icon on top right corner to add new team member

Add Deliverables – Turning Ideas into Action:

Deliverables are the big-ticket outputs your project needs – the stepping stones between concept and execution.

Manual Creation

From the Project Details -> List tab:

• Click Add deliverable
• Enter:
  • Name
  • Due date
  • Funnel stage (Top, Middle, Bottom)
  • Funnel tactic (predefined or custom)
  • Labels (optional)
• Save

AI-Powered Creation

As Sitecore stream is AI packed, its helps you in every step from brainstorming to executions, Use Suggest deliverables with AI:

• Stream analyzes your project name and description
• Add a prompt for more context for creating deliverable. Ex: In below screenshot, I have given context to create deliverable to add campaign and stream has generated deliverables.
• AI proposes deliverables across funnel stages
  – Pick, refine, or regenerate until it fits your plan

Breaking It Down Further: Tasks

Tasks are the day-to-day actions needed to complete each deliverable.

Manual Task Creation

Under a deliverable in the List tab:

• Click Add task
• Give it a name and save
• Open the task pane to set:
  • Labels
  • Status (Not started / In progress / Done)
  • Start & end dates (Stream shows remaining days)
  • Assignee
  • Priority (High / Medium / Low)
  • Description
  • Attachments (DOCX, PDF, PNG, JPG)
  • Dependencies
  • Actions (predefined calls into Sitecore products)

AI-Powered Task Suggestions

• Click Suggest tasks with AI under a deliverable
• AI proposes tasks — you can save, edit, or remove as needed

Linking Sitecore Actions

You can add Sitecore actions to a task — e.g., a button to create an specific item in XM Cloud. This bridges planning and doing in one click.  You can add action for sitecore products like Personalize, CDP, XMcloud, once you choose resource, you can select action to be performed in the products.

Working Your Way: Multiple Views

Different teams prefer different ways of visualizing work. Sitecore Stream gives you five interactive views:

1. List View (Default)

• Hierarchical view of deliverables and tasks
• Best for editing, filtering, and using AI suggestions

2. Kanban View

• Drag task cards between statuses
• Perfect for daily standups and quick progress tracking
• Expand/collapse deliverables for focus

3. Timeline View (Gantt-Style)

• Visualize start/end dates, durations, and dependencies
• Drag-and-drop to adjust schedules
• Switch between Day/Week/Month/Quarter for planning at different levels

4. Funnel View

• Organize deliverables into Top, Middle, Bottom stages
• See funnel coverage at a glance
• Drag between stages to reassign

5. Attachments View

• Centralized file repository for your project
• Search, preview, filter, and download creative assets

The Value of Stream’s Orchestration

Sitecore Stream doesn’t just bolt project management onto a content tool — it blends them into a single marketing execution hub. The benefits are tangible:

• No context switching between PM tools and content platforms
• AI assistance for faster planning
• Visual views for different work styles
• Integrated Sitecore actions to reduce clicks and friction
• Built-in asset management for projects

When your campaign planning, creative production, and execution all live in one system, your team can move faster and with more confidence that nothing is falling through the cracks.

Sitecore Stream moves marketing orchestration into the same ecosystem as content and product tools. You’ll gain a unified space for ideation, execution, and optimization — keeping strategy, tasks, and assets aligned from start to finish.

That combination cuts down context switches, lesser dependencies, AI help for ideation, speeds campaigns, and makes funnel coverage and task ownership visible at a glance. If you already use Sitecore products, the integrated actions are particularly time-saving.

The digital world isn’t slowing down, and neither are your customers. They expect fast, around-the-clock support in their language. For global businesses, meeting that demand can be costly. Hiring multilingual agents in every region adds up quickly. That’s why more companies are turning to real-time translation tools. They offer a more scalable, cost-effective way to deliver consistent, high-quality service across languages.

In this blog article, I will guide you through how we, at Perficient, are addressing this challenge by leveraging Twilio’s ConversationRelay and AI translation technology to deliver real-time voice translation for contact centers. The result is a quick, accurate, and natural conversation with an agent who can speak in the customer’s native language. Pretty impressive, isn’t it?

What Is Twilio ConversationRelay?

For real-time voice translation with Twilio ConversationRelay, developers can access live Media Streams between the customer and agent, and improve their conversation in real-time. Think of it as a smart audio bridge that enables you to plug in AI features such as text-to-speech, real-time translation, speech-to-text transcription, or an LLM. As a result, it provides a strong basis for creating dynamic, multilingual voice experiences in modern contact centers.

Now, let’s see how the backend of our real-time voice translation demo is put together.

Twilio ConversationRelay captures live audio when a customer speaks in their native language, for example, Spanish, using Programmable Voice. That stream is then routed through WebSockets to maintain a quick and responsive connection.

The procedure reverses itself when the agent responds in English, recording their voice, transcribing it, translating it back into the customer’s language, and then turning it back into speech.

It’s fascinating how AI makes it possible to have seamless, two-way, real-time conversation between speakers of different languages without the need for a human interpreter.

Why It Matters

Real-time voice translation is revolutionizing the way businesses communicate with customers by enabling support in the customer’s language without needing an agent who speaks it natively.

But it’s not just about translating words. This method helps support teams truly understand what customers are saying, including the tone and emotion behind their message. That results in fewer misunderstandings, quicker resolution times, and a smoother overall experience.

More importantly, it helps build trust and empathy in conversations that might otherwise feel distant or disconnected. With that, customer satisfaction isn’t just possible, it’s almost guaranteed.

Challenges And Considerations

Real-time voice translation is a game-changer, but making it work seamlessly in a live contact center is a whole different story.

One of the biggest hurdles is latency. Even a slight delay, just a few hundred milliseconds, can disrupt the natural flow of a conversation and make things feel awkward or disjointed.

Then there’s the issue of accuracy. In industries like healthcare or finance, where precise language and industry-specific terms matter, generic translation tools can easily miss the mark.

And let’s not forget about privacy and compliance. When you’re dealing with live audio and sensitive data, you have to play by the rules, whether it’s GDPR, HIPAA, or PCI DSS.

That’s why building a multilingual contact center solution isn’t just about plugging in a translation tool. It takes careful planning, the right tech stack, and thorough testing to get it right.

At Perficient, our Customer Care practice is actively focused on minimizing latency in real-time voice translation for cloud contact centers. Leveraging Twilio ConversationRelay, we are optimizing low-latency audio streaming and integrating optimal ASR and translation models tailored to a specific industry. We also embed secure, compliant workflows that protect sensitive data while preserving natural conversational flow.

See It in Action

We’ve put together a live demo that walks through the full experience, from capturing the customer’s voice to translating it in real-time and vice versa within a cloud contact center.

Curious to see it in action? Or wondering how something like this could level up your contact center? Let’s connect, and we’d love to show you what’s possible.

For years, AI in customer service has been synonymous with efficiency. Businesses leaned on AI agents to reduce costs, deflect calls, and automate routine tasks. These agents were designed to streamline operations, not necessarily delight customers. But a new chapter is quickly unfolding.

We’re now entering the era of agentic AI with a new generation of intelligent systems that don’t just respond to commands but act with purpose, context, and autonomy. As highlighted in a recent CNBC interview with AI entrepreneur Adam Bialecki, brands are beginning to deploy AI not just as a support tool, but as a personal concierge that can guide, recommend, and even sell.

What Is Agentic AI?

Unlike traditional AI agents that operate within narrow parameters, agentic AI systems are designed to reason, plan, and take initiative. They can understand goals, make decisions, and adapt their behavior based on real-time data and customer context. This shift moves AI from being reactive to being proactive and from answering questions to anticipating needs.

Agentic AI is not just about smarter bots. It’s about creating autonomous digital experiences that feel personal, intuitive, and deeply aligned with a brand’s identity.

Adobe’s Vision: Brand Concierge and the Agentic Framework

Adobe is helping transform customer experience with its Brand Concierge, a new application built on the Adobe Experience Platform’s Agent Orchestrator. This tool allows brands to deploy AI agents that act as intelligent, conversational guides, helping customers explore, decide, and purchase with confidence.

At the heart of Brand Concierge is Adobe’s agentic AI framework, which combines reasoning engines, conversational interfaces, and real-time data orchestration. These agents don’t just follow scripts; they understand customer journeys, adapt to preferences, and reflect the brand’s tone and values.

Adobe Research is also advancing the foundational science behind agentic AI. Their work includes:

• Planning and Reasoning: Enabling agents to solve complex problems, backtrack, and replan when needed.
• Conversational Data Science: Letting users interact with data through natural dialogue, simplifying tasks like A/B testing and audience segmentation.
• Attribution and Safety: Ensuring agents provide accurate, trustworthy responses with clear sourcing.

This approach empowers marketers to deliver one-to-one experiences at scale, turning every interaction into an opportunity for engagement and revenue.

From Cost Center to Growth Engine

The implications are profound. Where AI was once a tool for cost reduction, agentic AI is becoming a growth driver. These systems can:

• Recommend products based on real-time behavior
• Personalize content and offers dynamically
• Guide customers through complex decisions
• Build loyalty through consistent, branded interactions

In short, agentic AI is transforming AI agents from passive responders into active brand ambassadors.

Agentic AI is the Future

As customer expectations rise, brands that embrace agentic AI will be better positioned to deliver the kind of experiences that build trust, loyalty, and long-term value. The future of customer experience isn’t just automated, it’s intelligent, intentional, and deeply human.

In today’s data-driven world, understanding how users interact with your application is no longer optional , it’s essential. Every scroll, click, and form submission tells a story, a story about what your users care about, what they ignore, and where they might be facing friction.

This is where event tracking and analytics come into play.

Traditionally, developers and product teams rely on third-party tools like Google Analytics, Log rocket, or Hot-jar to collect and analyse user behaviour. These tools are powerful, but they come with trade-offs:

• Privacy concerns : You may not want to share user data with external services.
• Cost : Premium analytics platforms can be expensive.
• Limited customization : You’re often restricted to predefined event types and dashboards.

 What Is Event Tracking?

Event tracking is the process of capturing and analyzing specific user interactions within a website or application. These events help you understand how users engage with your product.

 Common Events to Track:

• Page Views – When a user visits a page
• Button Clicks – Interactions with CTAs or navigation
• Scroll Events – How far users scroll down a page
• Form Submissions – When users submit data
• Text Inputs – Typing in search bars or forms
• Mouse Movements – Hovering or navigating with the cursor

Why Is It Important?

The primary goal of event tracking is to:

• Understand user behaviour
• Identify friction points in the UI/UX
• Make data-informed decisions for product improvements
• Measure feature adoption and conversion rates

Whether you’re a developer, product manager, or designer, having access to this data empowers you to build better, more user-centric applications.

In this blog, I’ll give you a high-level overview of a custom Event Tracker POC built with React.js and Bootstrap—highlighting only the key snippets and how user interactions are tracked.

1. Reusable Event Tracker Utility:

   const eventTracker = (eventName, eventData = {}) => {
     const key = 'eventCounts';
     const existing = JSON.parse(localStorage.getItem(key)) || {};
     existing[eventName] = (existing[eventName] || 0) + 1;
     localStorage.setItem(key, JSON.stringify(existing));
     const event = {
       name: eventName,
       data: eventData,
       timestamp: new Date().toISOString(),
     };
     console.log('Tracked Event:', event);console.log('Event Counts:', existing);};
   

    

2. Wherever event happen add in below format(e.g: form submit)

   eventTracker('Form Submitted', { name, email });

    

3. To view any event tracker count and which event it is, we can do as per below code.

   export const getEventCount = (eventName) => {
     const counts = JSON.parse(localStorage.getItem('eventCounts')) || {};
     return counts[eventName] || 0;
   };
   
   

    

4. Usage in dashboard

   import { getEventCount } from '../utils/eventTracker';
   
   const formSubmitCount = getEventCount('Form Submitted');
   const inputChangeCount = getEventCount('Input Changed');
   const pageViewCount = getEventCount('Page Viewed');
   const scrollEventCount = getEventCount('Scroll Event');
   
   

   This allows you to monitor how many times each event has occurred during the users session  (if local storage is retained).

Advantages of Custom Event Tracker:

1. Full Control – Track only what matters, with custom data structure
2. Data Privacy – No third-party servers, easier GDPR/CCPA compliance
3. Cost Effective – No subscription, suitable for POCs and internal tools
4. Custom UI – Fully customizable dashboard with React and Bootstrap
5. No External Dependencies – Works offline or in secure environments
6. Easy Debugging – Transparent logic and flexible debugging process

Conclusion:

1. If your focus is flexibility, cost-saving, and data ownership, a custom event tracker built in any framework or library (like your POC) is a powerful choice—especially for MVPs, internal dashboards, and privacy-conscious applications.
2. However, for quick setup, advanced analytics, and visual insights, third-party tools are better suited—particularly in production-scale apps where speed and insights for non-developers matter most.

• Use custom tracking when you want control.
• Use third-party tools when you need speed.

Meet Sean Brundle, Lead Technical Consultant, Sitecore 

Sean’s dedication to excellence and passion for continuous growth have defined his 10-year journey at Perficient, culminating in his recent promotion to Lead Technical Consultant. As a remarkable people leader, his commitment to professional development and mentoring his team across diverse technologies exemplifies Perficient’s promise to challenge, champion, and celebrate every colleague.  

Sean supports a broad range of clients within Perficient’s Customer Experience Platform (CXP) Managed Services department—primarily in the Sitecore business unit (BU)—by monitoring infrastructure applications, addressing performance issues, tracking latency, and maintaining robust security. Through these efforts, he delivers top-tier applications, expert recommendations, and security solutions that ensure clients maintain fast, secure websites with maximum reliability and minimal downtime. 

Continue reading to discover how Sean’s proactive client approach and obsession over outcomes have driven growth for Perficient’s DevOps practice.  

READ MORE: Perficient’s Customer Experience Expertise 

Sean’s Early Career Journey

Sean began his career in 2015 as an IT Specialist Intern at a marketing technology company and quickly advanced the following year to Project Specialist, building content in Sitecore and conducting in-depth content analysis.  

In 2017, he transitioned to the technical side of the business. As a Technical Quality Assurance (QA) Specialist, he sharpened his QA expertise by driving automation projects and pioneering numerous new processes within the department. Sean’s enthusiasm for software development and IT converged in 2018, when the company launched its DevOps department and entrusted him with the role of Junior DevOps Engineer. In this position, Sean played a key role in architecting many of the core standards and operational processes that continue to underpin Perficient’s DevOps practice today.  

Establishing a CXP Managed Services Department 

Sean’s passion for DevOps reached a defining moment in 2019 when he was promoted to DevOps Engineer. By anticipating client needs and fostering collaboration within his team, Sean led the creation and expansion of the Managed Services department, which later evolved into Perficient’s CXP Managed Services department. This milestone marked a significant turning point in Sean’s career and stands as one of his proudest achievements.  

“While supporting our clients, we noticed recurring challenges with some hosting providers. These experiences highlighted an opportunity for us to create our own Managed Services department. I helped lead that initiative and created the different tools and processes we use today. We started off with two or three clients and now have over 10 different clients expanding to various platforms. It was a cool initiative that I was able to have a major hand in leading.” 

Driven by a genuine commitment to people-first leadership, Sean’s forward-thinking approach has been pivotal in delivering greater value—empowering both colleagues and clients to accelerate growth and achieve meaningful results.  

“Our team is highly proactive. We focus on making recommendations and helping clients make their applications much better and faster before difficulties arise. We’ve spent a lot of time analyzing different client systems, and I’ve implemented specific processes and tooling that accelerate our work and identify issues the client might not even be aware of.”  

Building Expertise, Strengthening Client Engagement, and Leading with Purpose

Sean joined Perficient as a Technical Consultant through an acquisition in 2020 and quickly advanced to Senior Technical Consultant by 2022. Now serving as a Lead Technical Consultant, he works closely with the Managed Services team to deliver proactive client support, leveraging his expertise to inform tooling and offerings that optimize application and infrastructure development.  

Sean stays ahead in the fast-changing digital world by actively working with different platforms and technologies, continuously learning emerging best practices, and reading up on the latest innovations. Motivated by a results-driven mindset and devotion to client success, he has built lasting relationships through consistent delivery excellence and continues to shatter boundaries with cutting-edge solutions.  

“Identifying performance gaps, presenting those insights to the client, implementing solutions, and then demonstrating the impressive speed improvements we’ve achieved—that’s incredibly rewarding. Seeing the client’s excitement energizes my team and me, and it motivates me to keep enhancing their offerings. This ongoing effort helps strengthen client relationships.”  

Sean’s people-first leadership shines through his collaborative work with colleagues and clients. Anchored by more than a decade of IT industry experience, he has become a trusted advisor and influential mentor. 

Empowering Teams and Clients Through Strategic Leadership  

Sean has continuously advanced his technical knowledge by working with diverse clients and technologies, while also expanding his credentials with certifications such as Microsoft Azure Administrator Associate, Microsoft Azure DevOps Engineer Expert, and AWS Certified Solutions Architect.  

READ MORE: Accelerating Professional Growth Through Certifications  

Alongside his professional development, Sean has deepened his client engagement and relationship-building skills. He leads quarterly, in-depth reviews of his team’s progress and client successes, delivering strategic presentations that highlight untapped tooling opportunities—driving measurable value and strengthening long-term client relationships. Additionally, Sean completed Perficient’s Consultant Curriculum program, where he acquired strategies for effectively identifying and addressing client needs. 

READ MORE: Learn About Perficient’s Award-Winning Growth for Everyone Programming 

Sean has developed outstanding leadership skills that inspire collaboration, enhance team dynamics, and deliver impactful results. He embodies true team spirit by empowering individuals to grow and excel, driving collective success with passion and purpose.

“At Perficient, my role has given me a lot of opportunities to lead and mentor other engineers. I’ve really taken on that role and enjoy uplifting team members. Sharing knowledge, helping to support them, and seeing them grow has been really exciting. Focusing on helping my team rather than just myself benefits the entire team and department.”  

In mentoring his colleagues, Sean champions open communication as the foundation for building trust, setting clear expectations, and fostering meaningful learning experiences. 

“I think that listening and having clear communication has been valuable in my leadership growth. When assigning a task to someone you’re mentoring, it’s important to follow up, but not be too strict. Providing clear steps, setting actionable goals within a certain timeframe, maintaining consistent communication, and helping them when they get stuck makes a difference. I’ve noticed many team members respond well to this approach.”  

Sean’s empathetic leadership naturally promotes transparency across teams and time zones, driving seamless global collaboration. He works regularly with Perficient’s Nagpur office to monitor different applications and infrastructures, gaining cutting-edge insights from diverse multicultural perspectives.  

“There are times when I’m working with a team of colleagues who all come from different cultural backgrounds. This influences how they communicate or approach certain tasks. Being able to adapt to these differences and learn from them has significantly helped my growth as a leader.”

LEARN MORE: Perficient’s Global Footprint Enables Genuine Connection  

Unlocking Potential Through Shared Knowledge and Cross-Functional Collaboration 

Within Perficient’s Sitecore BU, Sean’s team fosters continuous learning through a dedicated Confluence platform for role-specific skills and monthly meetings to discuss new technologies and processes. Sean takes great pride in Perficient’s broader culture of cross-functional collaboration. 

“We have a lot of different BUs at Perficient, and they’re able to work together to support each other. Perficient colleagues are great about coming together as a team, supporting everyone, and enabling knowledge sharing that benefits both our team and our clients. I think it’s a big benefit with Perficient.” 

Charting New Waters Through Relentless Innovation 

Sean shatters boundaries and drives excellence through continuous innovation, fueling both individual and team success. 

“I try to push my team and myself to constantly seek better ways to serve our clients and improve ourselves—exploring better approaches, speaking up, and testing ideas we haven’t tried before. I strive to do this as often as I can.”  

While Sean champions continuous growth, he also emphasizes the value of experiential learning and resilience in the face of setbacks.

“Do not be afraid to fail. If you take on a new role or responsibility—even if you make mistakes— you will grow and learn. I’m lucky to have a lot of responsibility, and there are times when I have to learn from my mistakes, but it makes me much stronger and a better consultant engineer.” 

Just as Sean explores new technologies with curiosity and determination, he embraces the wonders of nature—reaching new heights through rock climbing and kayaking while cherishing time outdoors with his son. 

“Outside of work, I try to spend as much time with my son as I can. He’s almost 2 years old and loves to play outside, so we try to spend as much time outdoors as possible. I go rock climbing occasionally, and I also love being on the water. If I get the chance, I try to take out our kayaks. More than anything, I focus on spending quality time with my son and enjoying the outdoors as much as we can together.” 

MORE ON GROWTH FOR EVERYONE  

Perficient continually looks for ways to champion and challenge our workforce, encourage personal and professional growth, and celebrate the unique culture created by the ambitious, brilliant, people-oriented team we have cultivated.  These are their stories. 

Learn more about what it’s like to work at Perficient on our Careers page. Connect with us on  LinkedIn here. 

As Generative AI (GenAI) continues to evolve, its promise of speed and scale is capturing the attention of senior executives across industries. According to Adobe’s 2025 Digital Trends Report, 86% of leaders expect GenAI to significantly increase content production both in speed and volume. But for the marketing and customer experience (CX) teams tasked with implementing these tools, the reality is more nuanced.

While GenAI excels at creating content, it doesn’t eliminate the need for human oversight. In fact, 56% of marketing and CX professionals report that integrating GenAI has added strain to their workflows. The challenge lies not in the technology itself, but in the operational gaps it exposes from managing content pipelines to ensuring consistency across the customer journey.

56% of marketing and CX teams report that implementing Generative AI adds strain to their workflows. (Adobe 2025 Digital Trends report)

The Rise of Agentic AI

This is where Agentic AI comes into play. Unlike GenAI, which focuses on content creation, Agentic AI is designed to automate repetitive tasks and optimize decision-making. It acts as a digital teammate, embedded in assistants and copilots, that can handle time-consuming operational work, freeing up human teams to focus on strategy and innovation.

For example, Adobe recently launched Adobe Experience Platform Agent Orchestrator, a powerful tool that enables businesses to build, manage, and orchestrate AI agents from both Adobe and third-party ecosystems. These purpose-built agents are designed to support marketing and creative teams by streamlining tasks like audience segmentation, campaign scheduling, content optimization, and more.

Adobe also introduced Brand Concierge, a new application that transforms traditional chatbots into intelligent, brand-aware agents. These agents draw on a company’s unique brand attributes and customer data to deliver personalized, conversational experiences that feel intuitive and human.

Personalization at Scale, Powered by AI

Together, Generative and Agentic AI form a powerful duo. One drives creativity and the other ensures operational excellence. This synergy enables organizations to deliver personalization at scale faster, smarter, and with greater impact.

Agentic AI helps teams maintain efficiency while scaling their efforts by automating audience segmentation, personalizing outreach, and managing campaign workflows. It also supports backend tasks such as data collection and database management, reducing manual effort and minimizing the risk of errors.

The Foundation: Unified, High-Quality Data

However, even the most advanced AI systems can’t succeed in isolation. Their effectiveness hinges on a strong data foundation. Without unified, high-quality, and accessible data, AI tools struggle to deliver meaningful results. Fragmented systems and siloed data not only limit AI’s potential but also hinder collaboration between marketing, IT, and CX teams.

To fully unlock the value of Agentic AI, organizations must invest in connected platforms that support interoperability and real-time data access. This infrastructure empowers AI to make informed decisions, personalize experiences, and adapt to customer needs in the moment.

Efficient, accurate, and personalized experiences all start with secure and reliable data. Learn More

Turning AI Into a Strategic Advantage

The shift from efficiency to engagement marks a new chapter in AI adoption. It’s no longer just about doing more, faster. It’s about doing better, together. Agentic AI offers a path forward by addressing the operational challenges that often accompany GenAI, enabling teams to scale their efforts without burning out.

For organizations looking to stay ahead, the message is clear: AI success isn’t just about the tools you adopt; it’s about how you integrate them into your workflows, your teams, and your data strategy. Those who build the right foundation today will be the ones delivering standout customer experiences tomorrow.

Learn how Perficient can help you operationalize Agentic AI with confidence by visiting us at Perficient.com.

With the advancement of technology, machine learning and AI capabilities in the customer care space, customer expectations are evolving faster than ever before. Customers expect smoother, context-aware, personalized, and generally more effective and faster experiences across channels when contacting a support center. 

This calls for a need to revisit and redefine the success metrics for a Contact Center as a Service (CCaaS) strategy. 

Let’s break this down into two categories. The first category includes key metrics that are still essential to be measured. The standards for these metrics though are raised and the way they are measured have evolved. The second category introduces new metrics that are emerging because of advanced CCaaS capabilities in a modern contact center landscape. 

Key Traditional Success Metrics Reimagined  

Customer Satisfaction (CSAT) remains a cornerstone success metric. Every improvement a customer service center is looking to make, from improving operational efficiencies to enhancing agent and customer experience, will directly or indirectly impact the customer and is aimed at elevating that customer experiences. With automated personalized journeys being an important part of modern customer service, it is important to monitor real-time analytics on automated journeys in addition to live agent interactions. This helps better understand the customer experience and find opportunities to fine tune the friction points to improve customer satisfaction. Customer service is not only about resolving customer issues, but also about providing an effortless experience. 

First Contact Resolution is still a key success metric in the CCaaS space, but modern tools can revolutionize the extent a customer service center can go to improve this metric, so the standards for this metric have raised. Passing context effectively across channels, real-time monitoring, predictive analytics and insights, and proactive outreach can increase the likelihood of addressing customer needs on the first contact or even sometimes without the need for a live agent interaction. 

Customer Retention Rate metric has been revamped with the advancement of technology in customer service. Advanced predictive analytics can help track the customer experience throughout their journey and shed light on the underlying customer behavior patterns. This will enable proactive engagement strategies personalized to every customer. Real-time sentiment analysis can provide instant feedback to the customer service representatives and their supervisors to give them a chance to course correct immediately in order to shift the sentiment to a positive experience and retain customers. 

Emerging Success Metrics 

Agent Experience and Satisfaction has a direct impact on the operation of a contact center and hence the customer experience. Traditionally, this metric was not tracked broadly as an important metric to measure a successful contact center strategy. However, we know today that agent experience and satisfaction is a key metric for transforming contact centers from cost centers into revenue generating units. Contact centers can leverage modern tools in different areas from agent performance monitoring, training and identifying knowledge gaps to providing automated workflows and real-time agent assistance, to elevate the agent experience.

These strategies and tools help agents become more effective and productive while providing service. Satisfied agents are more motivated to help customers effectively. This can improve metrics like First Contact Resolution rate and Average Handle Time. Happy and productive agents are more likely to engage positively with customers to discuss potential cross-sell and upsell opportunities. Moreover, agent turnover and the cost associated with that will be lowered due to the reduced burden of onboarding and training new agents regularly and constantly being short of staff. 

Sentiment Analysis and Real-time Interaction Quality provides immediate insights to the contact center representatives about the customer’s emotions, the conversation tone, and the effectiveness of their interactions. This will help the contact center representatives to refine their interaction strategy on the spot to maintain a positive and effective engagement with the customer. These transforms contact centers into emotionally intelligent, customer-focused support centers. This makes a huge difference in a time where the quality of experience matters as much as the outcome. 

Predictive Analysis Accuracy represents an entirely new set of metrics for a modern contact center that leverages predictive analytics in its operation. It is crucial to measure this metric and evaluate the accuracy of the forecasts against customer behavior and demands as well as the agent workflow needs. Inaccurate predictions are not only ineffective but can also be harmful to contact center operations. They can lead to poor decision making, confusion, and disappointing customer experiences. Accuracy in the anticipation of customer needs can enable proactive outreach, positive and effective interactions, less friction points and reduced service contacts while facilitating effective automatic upsell and cross-sell initiatives. 

Technology Utilization Rate is an important metric to track in a modern and evolving customer care solution. While with the latest technological advancements a lot of intelligent automation and enhancements can be made within a CCaaS solution, a contact center strategy is required to identify the most impactful modern capabilities for every customer service operation. The strategy needs to incorporate tracking the success of the technology adoption through system usage data and adoption metrics. This ensures that technology is being leveraged effectively and is providing value to business. The technology utilization tracking can also reveal training and adoption gaps, ensuring that modern tools are not just implemented for the sake of innovation, but are actively contributing to improved efficiency within a contact center. 

Conclusion

The development of advanced native capabilities and integration of modern tools within CCaaS platforms are revolutionizing the customer care industry and reshaping customer expectations. Staying ahead of this shift is crucial. While utilizing these advancements to achieve operational efficiencies, it is equally important to redefine the success metrics that provide businesses with insights and feedback on a modern CCaaS strategic roadmap. Adopting a fresh approach to capturing traditional metrics like Customer Satisfaction Scores and First Contact Resolution, combined with measuring new metrics such as Real-time Interaction Quality and Predictive Analysis Accuracy will offer a comprehensive view of a contact center’s maturity and its progress towards a successful and effective modern CCaaS solution. 

We can measure these metrics by utilizing built-in monitoring and analytical tools of modern CCaaS platforms along with AI-powered services integrations for features like Sentiment and Real-time Quality Analysis. We can gather regular feedback and data from agents and automated tracking tools to monitor system usability and efficiency. All this data can be streamed and displayed on a unified custom analytics dashboard, providing a comprehensive view of contact center performance and effectiveness. 

Data is Everywhere but Actionable Insights Remain a Challenge

According to Salesforce, 94% of business leaders believe they aren’t getting enough value from their data.  

• Marketers want to personalize at scale.
• Sellers crave visibility into buying signals and win themes.
• Service agents need contextual understanding.
• Business leaders demand connected reporting for smarter decisions.  

Yet disjointed systems and messy data continue to block progress for most organizations; however, some are closing the gap. With Salesforce Data Cloud, they’re unifying data sources, warehouses, and lakes into a single, trusted customer view. With real-time, harmonized data, these teams drive personalization, optimize customer journeys, and make faster, more accurate decisions. 

But here’s the truth: Before you can act on real-time data, you have to trust it. 

Start With a Salesforce Data Cloud Workshop

At Perficient, we help organizations uncover what data they have, assess its quality, and securely connect it to create measurable business value. 

Our Salesforce Data Cloud Workshop is a partial or full-day session designed to: 

• Build education and internal alignment around Salesforce Data Cloud.
• Clarify your current data ecosystem and future-state vision.
• Scope and architect the ideal data model to support your business goals.
• Plan integrations with systems like Snowflake, Databricks, and Salesforce Marketing Cloud—enabling zero-copy data access for enhanced scalability. 

Salesforce Data Cloud Workshop Deliverables

Following the workshop, you’ll receive: 

• A clear MVP roadmap with phased features, timelines, and cost estimates.
• Architecture diagrams showing your immediate Data Cloud MVP and long-term vision.
• A defined team roster identifying required roles and skill sets for successful implementation and growth. 

Ready to Move from Data Theory to Impact?

Our Data Cloud Activation Packages can help you launch Salesforce Data Cloud in as little as two to 20 weeks. Whether you’re just starting out or struggling to maintain momentum mid-journey, Perficient is here to help. We’ll ensure your data is trustworthy, actionable, and central to your competitive edge—because without real-time data driving real-world results, advancing your AI agenda will be impossible. 

We are thrilled to announce that Perficient has been recognized in Forrester’s recent report, “The Connected Product Engineering Services Landscape, Q2 2025.” Forrester defines connected product engineering services providers as:  

“Firms that conceive, design, develop, launch, and scale new connected (or embodied) products that combine a physical product with digital applications to directly deliver new revenue for their clients.” 

We believe this acknowledgment highlights our commitment to driving innovation and delivering exceptional value to our clients through connected product engineering services. 

Access The Connected Product Engineering Services Landscape, Q2 2025 to find out more. 

Driving Connected Product Innovation Across Key Industries 

Whether it’s enabling a shift to product-as-a-service models, managing the ongoing support and monetization of field-deployed connected products, or improving workforce productivity through modern workplace technologies, we believe our strategic and management consulting expertise empowers organizations to navigate complexity and deliver meaningful outcomes. Notably, we’ve achieved success for clients in pharmaceuticals and medical equipment, manufacturing, and utilities industries when it comes to connected product innovation. Our clients rely on us not only for engineering and implementation, but also for the high-value strategic work that drives connected product success. 

What Are Connected Product Engineering Services? 

From Perficient’s perspective, Connected Product Engineering Services are a comprehensive suite of offerings designed to create products that blend physical components with digital applications. These services cover the entire life cycle of product development, including: 

Conception: Ideating new connected products that meet market needs and client requirements. 

Design: Crafting designs that integrate both physical and digital elements to ensure seamless functionality and user experience. 

Development: Building and programming the product, including hardware and software integration. 

Launch: Bringing the product to market, including strategies for deployment and initial user adoption. 

Scaling: Expanding the product’s reach and capabilities to grow user bases and evolving market demands. 

The goal of connected product engineering services is to deliver products that not only function effectively but also generate new revenue streams for clients by leveraging the synergy between physical and digital technologies. Perficient’s expertise in this area runs deep and provides clients with improved data strategy, monetization, and user interfaces that ultimately instill customer trust and loyalty. 

Common Disrupters and Challenges  

With the results from Perficient’s own research, we have found that as the connected product landscape evolves, so do the challenges and disruptions organizations must navigate. One disruptor we’re seeing in the marketplace is the growing customer expectation for seamless interoperability between connected products. Namely, 50% of commercial users responded that their connected products integrated only “somewhat well” with their existing systems and infrastructure. 

Buyers are increasingly making purchasing decisions based on how well new products integrate with their existing connected ecosystems. This shift is creating a strong push for increased collaboration and partnerships between OEMs to enable cross-product connectivity, such as linking garage door openers with vehicles or syncing household appliances with mobile devices. 

Another challenge is overcoming negative customer sentiment toward connected features. Some consumers view these features as unnecessary luxuries or express concerns about privacy and data security. Only 19% of consumers feel aware of data collection practices. In industrial settings like manufacturing and supply chain, connected products are sometimes perceived as intrusive or overly surveillance-focused. 

Additionally, there’s often a gap in user education. Many OEMs struggle to implement the right structures for ongoing support and training, making it difficult for customers to fully understand and leverage all available product features. Addressing these concerns through thoughtful design, transparent data practices, and strong customer enablement programs is essential for long-term success in the connected product space. 

Perficient’s Approach to Connected Product Engineering 

At Perficient, we take a comprehensive, end-to-end approach to connected product delivery, combining strategy, engineering, prototyping, and testing to bring innovative ideas to life. Especially when it comes to connected products, we understand that it starts with a strong data foundation. That’s why we prioritize helping clients define a robust data strategy from the start.  

When the foundation is solid, identifying how to utilize that data and create new revenue streams is the next step. Subscription models are becoming a key driver of connected product monetization, and we guide clients in building scalable ecosystems that support recurring revenue. Additionally, we recognize that customer experience is a critical differentiator, often enabled through companion apps that provide seamless access to product features and functionality. These strategic considerations—data, subscriptions, and experience—are essential components of a successful connected product strategy, and they remain central to how Perficient delivers value to our clients. 

Real and actionable insights drive our strategy. We’ve based our approach for connected product manufacturers on our own research – a study on the sentiments of consumers, commercial users, and manufacturers of connected products – which you can explore here. 

Learn more about our manufacturing industry expertise. 

We’re proud to share that Perficient has been honored with a Globee® Gold Award for Customer Excellence: Achievement in Customer Success Story, a global recognition celebrating organizations, teams, and individuals who consistently deliver exceptional customer experiences and drive innovation across industries. 

This award recognizes our significant success for a multinational manufacturing client.   Across functions and seniority levels, our contributions to organizations with digital transformation drives increased conversions, improves customer loyalty, and lowers costs for our clients. From customer service and sales to product development, marketing, finance, training, and operations—our commitment to customer satisfaction is embedded in every part of the business. 

Driving Results Through Innovation and Experience 

As a leading global digital consultancy, Perficient partners with the world’s largest enterprises and most recognized brands to deliver customer service solutions powered by AI, cloud, and data. With over 25 years of experience in customer service strategy and execution, our multidisciplinary teams—strategists, designers, technologists, and engineers—work in lockstep to deliver solutions that make a measurable impact. Our efforts have led to millions in annual cost savings and revenue growth for our clients. 

The Future of Customer Service 

Perficient is reshaping customer service with intelligent, scalable solutions that reduce complexity while improving satisfaction and loyalty. We specialize in: 

• Modern AI-powered tools like intelligent virtual assistants, conversational AI, and intent recognition 

• Omnichannel experiences across phone, email, social media, chat, and messaging apps 

• Intelligent search and knowledge bases that empower users to find answers independently 

• Proactive and predictive support that anticipates needs before customers reach out 

These innovations are helping brands deliver consistent, connected, and customer-centric experiences across every interaction. 

Our Award-Winning Customer Excellence 

Our recent work with a multinational manufacturing conglomerate seeking to modernize its global contact center infrastructure is one of the many reasons we received this award. With multiple disconnected systems, inconsistent customer experiences, and limited scalability, the client needed a transformative solution to support four business units operating across diverse global markets. 

Perficient stepped in as a strategic partner to lead a comprehensive cloud transformation, designing and deploying a future-ready contact center solution. We replaced legacy systems with a centralized, cloud-native platform that unified operations, standardized service processes, and provided greater agility to scale and innovate. The multi-year strategy resulted in $25M in traceable annual cost savings and $61M in projected revenue lift. The modernized contact center and chatbot shifted customers to self-service through proactive email and SMS updates, deflecting 975k inbound customer service calls and emails, translating to a 39% reduction. 

“Our multi-year strategy for cutting internal costs resulted in $25M in annual cost savings and $61M in projected revenue lift.” 

As a result of this collaboration, the client achieved a streamlined global contact center ecosystem that reduced operational complexity, increased system reliability, enhanced customer satisfaction, and improved scalability and cost efficiency. This transformation created a foundation for continuous innovation and long-term customer experience success. 

Learn more about our contact center function expertise. 

Perficient, the leading global digital consultancy transforming the world’s largest enterprises and biggest brands, has joined the platinum tier of HubSpot’s Solutions Partner Program. HubSpot, an AI-powered customer platform, works hand-in-hand with partner experts to grow their businesses through inbound software, services, and support.

The Solutions Partner Program is an ecosystem of experts who offer marketing, sales, customer service, web design, CRM, and IT services. It’s a global community that believes putting customers first is the key to growth and enables its members to offer a wide breadth of more sophisticated solutions across the entire customer experience.

Perficient is pleased to become one of HubSpot’s largest partners, with the ability to offer HubSpot’s inbound strategies to attract, engage, and delight our clients’ customers. The partnership will expand services across both companies’ primary verticals including, High Tech, Manufacturing, Healthcare, etc.

About Perficient
Perficient is the leading global digital consultancy. Our strategists, designers, technologists, and engineers enable the world’s largest enterprises and biggest brands to boldly advance their business and drive real results through the power of technology. We shatter boundaries, obsess over outcomes, and forge the future for our customers. For more information, visit www.perficient.com.