Customer Experience + Design

Google Next 2019, where 30,000 tech enthusiasts descend on the streets of San Fran to learn, promote and embrace what Google Cloud has to offer. Google cloud is steadily gaining momentum in cloud space and is now the third largest cloud services provider in the world. Google’s engineering team understands the complexities of a rigid […]

Thinking about putting together a personalization plan? Make sure to read this first!

Consumers are digitally savvy, well informed, and more demanding than ever. Not investing in resources that digitally transform customer care will become a competitive disadvantage. This series explores six technology trends for delivering smarter and more strategic customer care. Trend #6: Cloud Enables Customer Care Anywhere Cloud solutions enable better customer care experiences. Customers can find the […]

If you are just joining, this is part 6 of a series exploring design thinking in strategy development. I encourage you to start at the beginning and read part 1 here. Prototyping: Trying Out Your Ideas All of the previous parts in this series have been preparing you to act. Ideas are useless if not acted […]

Self-service communities open the Salesforce platform up as a place to do business with your customers, past just providing support. Saving Human Agent Time = Saving Company Money Implementing a self-service community is an easy recommendation when customer have questions like, “How do I reduce support or call center costs?” or “I’m concerned about agent […]

5G is here! Well, kind of. Industry-leading telecommunication companies Verizon and AT&T both initiated preliminary 5G services in late 2018. Right now the service is more about bragging rights and who can bring the technology to the table first. The important race begins now, since the technology is a reality. 5G is the fifth generation […]

This is part 5 of a series exploring a case for design thinking in strategy development. (If you are just joining us now, I encourage you to start at the beginning and read part 1 here.) “What good is an idea if it remains an idea? Try. Experiment. Iterate. Fail. Try again. Change the world.” – […]

Anthony Ching from Adobe presented a session titled New Adobe Sensei Technologies to Power Your Marketing Lifecycle during Adobe Summit.  Only about half of the audience claimed to use Artificial Intelligence/Machine Learning in their marketing lifecycle.  What inhibits others from using AI/ML?  Some people don’t have data scientists, while others didn’t think the technology was […]

At Adobe Summit, Elliot Sedegah and Josh Ramirez took us through the exciting new features in Adobe Experience Manager Assets, which is Adobe’s Digital Asset Management product.  Assets has been in the market for a long time and has built up a strong list of features over the years.  In this post, I will share […]

Triggering personalization scenarios using multiple goals as the trigger can be a hassle. Using the Sitecore Rules Engine helps streamline the implementation of personalization across your site.

Brenda Bown, Microsoft’s GM for Business Applications and Power Platform, talked during Adobe Summit about Adobe and Microsoft’s partnership. She walked through how Microsoft Azure helps deliver unique and immersive customer experiences. Adobe and Microsoft announced a partnership a couple of years ago to integrate Adobe and Microsoft products on Azure. Microsoft’s Business Applications include […]

The following blog comes from an interview with Perficient’s Azure Practice Director, Steve Holstad, and is part of a series on cloud trends with experts from within Perficient. Businesses have a lot of data. This isn’t news. However, the sheer amount of data that businesses have can even surprise them. This is because old models […]