Customer Experience

In today’s highly competitive and unexpected market, it’s important for your company to invest in innovative practices and opportunities to not only rise above the competition, but to delight customers and create a business dynamic that positively impacts how your organization operates in the long run.   In my experience, I’ve seen companies with great employees and incredible ideas create a […]

I was super excited when I first heard that Perficient’s Jim Hertzfeld and Kim Williams-Czopek were interviewing Mark Cuban, the owner of the Dallas Mavericks, Shark Tank host and investor, and entrepreneur, on their What If So What? podcast. Not entirely surprising, but Cuban said more people probably know him as the “Shark Tank guy” […]

When we typically think of exceptional customer experience (CX) in the digital context, we usually talk about things like best-in-class site design, easy and intuitive checkout workflows, and an overall site experience that meets and exceeds the expectations of our customers and their various personas. There’s no question that all these elements are important to […]

According to market research, the global animal health market was valued at approximately $139 billion in 2020 and is predicted to grow to more than $190 billion by 2027. Even without its projected growth, animal health organizations, much like their human pharmaceutical counterparts, often do not have the adequate technology infrastructure to support or streamline […]

The world, technology, and customer expectations (CX) are rapidly evolving in an era when even non-digital natives, such as Gen X, Boomers, and The Greatest Generation, are increasingly comfortable with a myriad of “futuristic technologies” like video calls and telemedicine solutions, smart devices at home and work, mixed reality experiences, and voice user interface (UI) to name just a few.   […]

I won’t bore you with the repetitive dialogue around how COVID-19 has changed customer expectations forever, I’ve done enough of that in recent blogs.   But what I will tell you is how the last 2 years of the pandemic have expedited the possibilities of what’s possible for the future of commerce, specifically with how customers […]

Customers’ expectations for their shopping experiences have drastically altered, largely in part due to Amazon. Gone are the days where you have to run to Foot Locker or Toys “R” Us to buy presents for your kids. Place an order online, and in some cases, get it delivered the same day. The COVID-19 pandemic forced […]

Pharma, as a whole, had initially been stubborn to join the digital revolution, but COVID-19 had all industries scrambling to find socially-distanced and contactless ways to better serve consumers and patients. This forced pharma to elevate their digital game. Along with meeting consumers and patients where they are in the digital space, according to Forrester’s […]

As we’re slowly climbing out of the pandemic, the insurance industry has a fresh opportunity to begin to reinvent itself to align with the changing values of society and leverage the power of data and technology to do more than just deliver innovations in products, underwriting, and operational efficiencies. Carriers can reorient the foundational principles […]

When we speak about commerce, specifically ecommerce, we typically think about a situation where a customer needs a product. They navigate to Google or their favorite site to find this product, add it to their cart, and checkout. While this is the traditional model for ecommerce, there’s another side of digital commerce that doesn’t get much […]

Delivering great digital experiences for your customers has never been more important. And as digital engagement becomes increasingly omnipresent – involving multiple touchpoints across offline and online channels – it’s also never been harder to achieve. Choosing the right partner to combine creativity and implementation to illuminate and differentiate your experiences is key to success. […]

Eric Enge, President of Pilot Holding and founder of Stone Temple Consulting, contributed to this article. Over the past two years, businesses have seen an unprecedented level of disruption. High rates of change were already underway in early 2020, but the COVID-19 pandemic accelerated these changes as consumer buying behaviors suddenly and dramatically shifted. Businesses had to scramble to preserve revenue and find ways to remain […]