Customer Experience + Design

In early September, Amazon released a revised version of the Amazon Connect CTI adapter for Salesforce (v2), adding several new features and allowing for a deeper integration between the contact center and CRM. The following articles contain the official announcement: Building an automated AI experience with Amazon Connect and Salesforce Service Cloud Amazon Connect Salesforce […]

Dominant financial services institutions, currently, focus on; a scale of assets, mass productions, relationship exclusivity, switching costs, and dependence on the integrity of humans. However, the future will change with the assistance of artificial intelligence. With the adaptation of new technologies, leading companies will begin to implement data-driven decisions, personalized customer experiences, and workflow optimization. […]

Don’t Overlook the Need for Governance! One of the biggest pain points customers often have with managing their Salesforce environments is the lack of governance. Who’s in charge? Where do you go with questions, or worse, problems? Why Do You Need Salesforce Governance Framework? A governance framework provides an intake method for receiving and prioritizing […]

Some really interesting discussion on the future for provider and payer portals and apps, from the perspective of Bobby Bouthillette from Fitbit Health Solutions, arose during this week’s Connected Health conference. Consumer demand for health and wellness options creates huge opportunity for consumer brands like Fitbit. They can bridge the gap between traditional healthcare players […]

In light of the Connected Health Conference in Boston this week, there has been increased talk around what’s around the corner in healthcare technology. Today an article published by HealthcareIT News came across my desk that considers how voice apps are more suited to the healthcare industry than any other. Voice apps are already infiltrating […]

Yesterday kicked off Twilio’s Signal conference and of course the buzz everywhere was about Flex, the contact center application platform that Perficient has been working with for a few months in Dev preview. From what I’m hearing, this is by far the biggest Signal conference ever and there is definitely a lot of energy and […]

Kicking off their Signal developer conference taking place in San Francisco this week, Twilio announced today that Twilio Flex, the first fully programmable cloud contact center platform, is now generally available. Since its beta launch in March, excitement around Twilio Flex has been mounting throughout the contact center ecosystem. Considered by many a platform for […]

Build trust by aligning your business model with what Millennial investors value. Millennial investors tend to be confident and independent. They want an adviser to do something they can’t do themselves. Business models – supported by appropriate technologies that include taking the time to understand where Millennial investors are getting their information, what influences their […]

This year at Gartner IT Expo, Mandi Bishop, Senior Director and Analyst at Gartner, discussed the (mostly) hype-free plan to digital strategy.  She was very focused on a pragmatic approach.  Digital strategy to her is about optimization 2017 and 2018 was about “learning how to pedal”  2019 is about optimizing the motion.  Your digital business […]

The new website we created for OhioHealth has received industry recognition for the third time since launch with the announcement of the W3 Award winners. The new OhioHealth.com earned a Gold award in the Healthcare Services Website category at the W3 Awards after also earning Creativity International and WebAwards nods earlier this year.  The new […]

At Sitecore Symposium 2018, Linda Baker and Christina Deno from Wyanoke Group and Healio.com talked about how they used natural language processing, semantic tagging and machine learning to enhance the medical content that their company produces. Wyanoke Group provides education and communication services to the healthcare industry.  Healio.com is a clinical news, information and education […]

What holds back marketers from creating one-to-one experiences?  Well, a lot of things, it turns out.  Lack of data, too much data, not understanding a customer’s journey, too much focus on journeys – the list is endless.  In the past, we’ve created rules engines to try to create personalized experiences, but we are finding that […]