When beginning a journey of digital transformation, many business leaders make the mistake of starting by tasking their IT department with leading the initiative from the technical implementation aspect. The problem with this approach, is that while technology is an enabler, it’s not really addressing the problem. In reality, the company leadership needs to start […]
Customer Experience + Design
Creating More Touchpoints Through API-Driven Commerce
In the age of digital disruption, the traditional commerce model is quickly becoming a thing of the past. Brick-and-mortar stores, eCommerce websites, and even mobile shopping apps are no longer the only ways to make purchases, and successful businesses recognize that evolving with technology is the only way to survive. Voice search and command, artificial intelligence, […]
How Can You Safely Run Multiple A/B Tests at the Same Time?
Do I have to wait until this test ends to start that one? Testing Velocity Increasing the number of tests you run each year is key to a successful A/B testing and conversion rate optimization program. It just makes sense. If you run more tests, you’ll typically get more wins. So, how do you run […]
Is Your Healthcare Organization Digitally Accessible?
Disability affects many people at different times and in different ways. It’s a spectrum from permanent and temporary disability to situational impairment. For example, unfamiliar healthcare topics could throw off even a literate and educated site visitor. And when factoring in non-native English speakers – and there are many clinicians, providers, and patients in this […]
See Us at CS Week for Utility Industry Expertise
The constant evolution of technology and customer expectations impacts every industry across the board, including utility providers. In the midst of all of these changes, providers need to keep up or risk commoditization. Our team of utility experts is attending CS Week, April 8-12, in Phoenix, Arizona. They’ll meet with industry executives to discuss how […]
Connecting with End Users in B2B Commerce
The digital landscape continues to evolve rapidly, putting pressure on businesses to continue to meet and exceed the elevated expectations of consumers. This has been especially relevant for B2B organizations such as manufacturers and distributors, which have traditionally had very little interaction with their customers further down the supply chain. Businesses that have historically sold […]
Digital Accessibility: A Must in Healthcare and Life Sciences
Healthcare and life sciences organizations intent on elevating the patient and member experience put a premium on accessibility when designing and developing digital content and functionality. Forward-thinking organizations ensure digital resources are accessible to people with disabilities, meeting the patient and member where they are. For today’s patients and members, “where they are” is increasingly […]
8×8 Launches PartnerXchange Platform for Channel Enablement
New Salesforce Community Drives Channel Onboarding, Enablement, and Customer Sales 8×8, Inc. is a leading cloud provider of voice, video, collaboration, and contact center solutions for over one million users worldwide. As 8×8 is a company known for helping other businesses to transform their customer and employee experience, Perficient was honored to “transform the transformers” […]
Facial Recognition Enhances Customer Experience
Facial recognition technology is quickly advancing and going beyond the ever-popular security use cases. Now retailers can use it to deliver an omnichannel shopping experience. This is significant considering a 2018 Customer Experience/Unified Commerce Survey of top North American retailers found that 73% of customers expect order tracking across all touch points, but only 7% […]
Georgia Marketing Summit: Recap and Takeaways
The other week I had the privilege of both attending and speaking at the Georgia Marketing Summit – part of the IC Summits series. The event focuses on several hot topics for marketers including branding and building brand value, social media strategies, data and more. I was on a panel that discussed optimizing the customer […]
Six Trends Moving the Needle in Customer Care: Self-Service
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 #3: Self-Service Increases Customer Engagement Interactive voice response (IVR) systems in the 1990s provided a cost-efficient way […]
Why You Should Be Marketing to People Instead of Computers
It takes a lot of effort to capture a potential customer’s attention and make a sale, but retention is just as tricky. Customers want to see information that is relevant to them and their experience with your brand, and when they see content that isn’t applicable, they begin to tune out future content you present. […]