In the age of customer obsession, nothing is worse than a bad customer experience gone viral. Whether it’s a package arriving late, rude service people, or ignored product defections, headline-hungry newsrooms and vigilant everyday individuals pick up experiences quickly and won’t hold back in their stinging criticisms. Thankfully, there are paths around these fears. In […]
Customer Experience + Design
Automating Customer Service with Message Bots: Tips & Takeaways
The other day, I sent a birthday wish to my brother, living on the other side of the globe, via Facebook Messenger. Right after I hit “Send” on the message, Facebook’s very own M popped up asking if I needed some help. From Siri (iPhone’s built-in digital assistant) to mobile messaging platforms like M, chatbots (aka messaging bots) have […]
Mastering the AEM Dispatcher Part 1: Debugging the Dispatcher
Loch Ness, the Bermuda Triangle, and the AEM Dispatcher; three great mysteries of our time! Despite playing a critical role in Adobe project, the AEM Dispatcher is a black box. In this series of blog posts, I’ll tear back the veil concealing the AEM Dispatcher and help you master this essential tool! In this first post, we’ll discuss how to […]
Forrester: Banks Must Continue With Digital Transformation
In a recent report, Forrester described why customer experience in the banking industry is incredibly important, possibly even more so than in other industries. “For years, we have watched power shift from companies to customers. In the age of the customer, customers can and do transfer their loyalty when they don’t receive the engaging customer […]
Hospital at Home: An Effective Model for Acute Care Patients
Remote patient monitoring has been implemented over the last few years in select use cases with varied success based on the level of patient and provider team engagement. A new model that is gaining widespread adoption is Hospital at Home, developed by Bruce Leff, professor of medicine at Johns Hopkins. Hospital at Home provides remote […]
Incoming Novartis CEO Looks To Disney For Inspiration
On September 4, 2017, Novartis announced that its current CEO, Joseph Jimenez, will step down from his role in February 2018. He will be replaced by Dr. Vasant Narasimhan, the company’s current global head of drug development and chief medical officer. The backgrounds of the two executives couldn’t be starker. Mr. Jiminez has very little […]
So You Thought the Internet of Things Didn’t Apply to You?
Wondering if this IoT business applies to you and your business? I’m sure you’re not alone, but this quick blog will hopefully start change your mind that it does. For more information, please click here to read “The Why, What and How of IoT – 50+ examples across 11 Industries.” The goal of this blog […]
Top 5 Pharma & Medical Device Blog Posts From September 2017
Now that October is here, I thought it would be neat to look back at what our readers found most interesting last month. Below are the top five blog posts Perficient’s life sciences practice wrote in September – they’re ranked in order of popularity, with number one being the most viewed piece. How Merck & Facebook Are […]
Using Healthcare Personalization to Delight, Engage & Empower
Consumers (including members and patients) recognize personalization gives them more enjoyable and relevant experiences online that help them accomplish their goals. Health plans and providers are now adopting personalization to create positive end-to-end consumer experiences on their sites, which in turn may increase engagement, improve loyalty, lower cost of service, and improve patient outcomes. For […]
5 Key Takeaways About Customer Experience (CX) In Life Sciences
The previous 12 posts in this series have taken us on quite a journey. We started by defining the term “customer” in the context of pharma and med device, discussed why “customer” and “customer experience” (CX) matter in life sciences, and rounded it out by walking through each of the seven dimensions of CX maturity […]