Customer Experience

You’ve learned about healthcare personas and journey maps. Now you’re ready to create a journey map for your healthcare organization. What’s the process? In our experience of building healthcare journey maps, the most important factor is to have a solid foundation in healthcare. The person who builds the journey map should: Have a strong knowledge […]

Chances are that your organization, wherever it sits in the healthcare ecosystem, has invested in a set of journey maps. These are tools, typically created as part of a marketing effort, that detail the journey your audiences take with your product or service. For example: How patients access care at your hospital How consumers discover […]

Healthcare journey maps are usually drawn as a linear progression with a clear beginning and end. But look closely at the healthcare journey and you’ll see it’s circular. The end of treatment doesn’t mark the journey’s end; instead, it’s a period of maintenance before the next symptoms or life events trigger the journey to resume. […]

Coveo announced its 2022 inductees for the Coveo MPV (Most Valuable Professionals) Program. 31 MVPs from across 22 companies were selected including four of Perficient’s search and content experts. The MVP program is a celebration of the success-drivers around Coveo’s ecosystem and recognizes individuals for their expertise and invaluable contribution to that ecosystem. So, What […]

Perficient’s Kevin Colletti recently joined forces with Srini Alagarsamy and Patrick Daly from GM Financial, as well as Adobe’s Chris Young to present the webinar, “How GM Financial Elevates the Customer Experience with Journey Science.” In the webinar, the panelists discussed how having a firm grasp on journey science can help personalize the customer experience. […]

Healthcare marketers used to discuss the “patient experience” within their health system. More recently, however, the focus has shifted to “consumer experience,” and the reason is obvious: retail giants keep pushing deeper into the healthcare space, and they’re bringing retail practices and improved consumer experience with them. Before a person becomes a patient, they are […]

Nearly all businesses have invested in digital commerce to varying degrees over the past two decades. Previously, digital commerce was thought of as a channel through which the business exposed its way of doing business to a digital audience. This thought served businesses well when the digital audience had little expectation with a business online […]

As customer expectations around how to purchase insurance online evolve, it’s crucial for insurance carriers to create online purchasing experiences that exceed expectations and drive revenue and growth opportunities for their organizations. To do this the right way, insurance carriers will need to evaluate their current ecommerce strategy to ensure they’re meeting both business goals […]

TD Bank Group recently announced its Q4 2021 earnings were up 31% from Q4 2020, despite the challenges brought on by the COVID-19 pandemic. On its earnings call, the company elaborated that this in part was due to its dedicated, people-oriented approach to business. TD emphasized that this elevated focus on the customer experience has […]

In our recent webinar, “Improve Medical Product Information Sharing With Virtual Agents,” Prabha Ranganathan, Kari Blaho-Owens, and Nico Frantzen discussed the ways that implementing virtual agents in life sciences companies’ call center operations can help to promote pharmacovigilance and more effectively service customers. Below are some of the questions we answered during the webinar and some that […]

Adobe Marketing Infrastructure: The Future is Today Today’s Adobe Marketing practitioners are at a crossroads. The massive proliferation of channels coupled with the needs of online or online-only consumers requires a tremendous up-leveling of Marketer’s activities and scale. Today’s Adobe Omni-Channel Marketing stack is more than capable of building that future. Still, most Marketers are […]

Our life sciences and technology experts recently delivered the webinar, “Improve Medical Product Information Sharing With Virtual Agents,” where they discussed how automation and artificial intelligence can be used to optimize call center operations and improve end-user experiences. Here are five key takeaways: Just because a system is powered by AI doesn’t mean you have […]