Customer Experience

The available data we marketers have at our fingertips at every moment is monumental. Even three years ago, understanding your customers was much harder than today. But the mountains of PowerPoint decks and vlookup-filled spreadsheets don’t necessarily tell you what your customers need and want from your products and services. That’s where we can leverage […]

We recently discussed how journey maps can be leveraged across organizations to create a holistic, patient-centered experience (if you missed it, you can learn more about ‘Activating Journey Maps Across your Healthcare Organization’). But before you can activate journey maps, you must create them. The following these best practices for planning your next healthcare journey […]

Once healthcare consumers make it through your digital front door, are they experiencing your organization and care at the level you aspire to deliver? To improve consumer experience, healthcare organizations are heavily investing in digital. Increasingly though, payers, providers, and healthcare service leaders are evaluating broader strategies to improve patient experience and build brand loyalty. […]

Monday, February 21st marks the beginning of Empathy Week. Empathy Week was founded in London in 2019 as an initiative to use storytelling through film to cultivate empathy among school children. During Empathy Week, students are shown one short film each day that showcases a unique human experience. The films’ themes are interlaced into lessons, […]

Mask mandates are being lifted across the country. California, New Jersey, Connecticut, Delaware, Oregon, Illinois, and Rhode Island have announced plans to lift their statewide mask mandates or school mask mandates, and more states have indicated they will revisit mask requirements in the near future. If you have been holding back on making investments to […]

Healthcare is undergoing a retail revolution as businesses like Amazon, CVS, Walgreens and others increasingly disrupt how patients receive care. Patients, in turn, expect greater ease and transparency in healthcare, and they’re exercising their rights to choose the health systems that provide the greatest ease in navigating their healthcare needs. How can you, as a […]

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 […]