Customer Experience + Design

Ahhhhh, the soothing sounds of Muzak in my ear as I wait on yet another level of ‘automated’ phone service. All the while I’m wondering, did I choose the right selection? The lady at the beginning said I was supposed to listen closely because the selections might have changed. What if I wind up with […]

Digital Transformation continues to be a hot topic across organizations. In a recent IDG poll more than ⅓ of businesses have started down a digital transformation path with almost ⅔ in some state of operating mode or ‘completion’ (can a transformation every be complete?). The ground-truth of a lot of these digital transformations is while […]

Most businesses today wouldn’t know what to do without their customer relationship management (CRM) system. Increasingly, most wouldn’t know what to do without their cloud-based CRM system specifically, either. It is this reliance that shows how important modern CRM systems are to customer care. The way in which businesses have used CRM systems have changed, […]

When developing OneStream applications, very often the need arises to convert certain strings like member names into other strings using some sort of a lookup table. It is similar to mapping, but outside transformation rules – say, when calculating cash flow items, the code needs to look up the correspondence between balance sheet and income […]

Consumers are all too willing to share their information for a dollar off at the supermarket. However, this doesn’t mean they don’t worry about how data could affect their privacy. And this concern is well-founded due to the amount of data being created and shared in today’s digital world. It’s true, companies must be mindful […]

This is part 7 in a series exploring design thinking in strategy development. If you are just joining, I encourage you to start at the beginning and read part 1 here. Why We Test Everything is nearly complete: you have gained empathy for your customer, defined the problem, developed numerous solutions and built a prototype. However, […]

Satisfying today’s digitally savvy and well informed customers boils down to one common theme – customer experience. Price and quality are key considerations when making purchase decisions. However, it’s the experience that keeps customers coming back for more. 73% [of consumers] said a good experience is key in influencing their brand loyalties Your organization must […]

It’s no secret that cashiers at retailers are starting to be replaced by self-checkout options. The rise and success of Amazon Go has the retail industry adopting new technologies to remain contenders in customer satisfaction. The majority of big chain retail establishments are implementing new checkout options: express checkout, curbside pick-up, registers for customers to […]

There are certain things that are better together. Just like cookies taste better with a glass of milk, customer experiences are always better with digital transformation. During the most recent #AdobeChat, we discussed CX and digital transformation with special guest Brian Solis. Here are some of the highlights: What’s the problem with thinking CX and […]

People have higher expectations than ever when it comes to customer care. With the development of technology and communications, customers are now seeking immediate gratification. The average customer believes immediacy and accuracy to be two of the important traits of customer service. The method of interaction is also important for consumers, which gives businesses something […]

Perficient Digital is proud to partner with our clients in creating better experiences for their customers and internal teams. We’re even more proud when that hard work is recognized by other experts in our industry, which happened this week when the new, multi-platform mobile app we helped create for GM Financial was named Best Financial […]

Consumers are constantly being bombarded with advertisements vying for their attention. But when was the last time a billboard or online form really caught your attention? You probably can’t remember. Marketing is a constantly evolving industry, and while consumer-driven content isn’t a new idea, people-based marketing is the new gold-standard. What is People-Based Marketing? Danielle […]