Customer Experience + Design

The area of clinical data collection has seen an influx of rich, digital solutions in recent years, and more continue to enter the marketplace. The plethora of devices, apps, and solutions is aiding in data collection – some within the context of clinical trials and healthcare, others for patients themselves as users and owners of […]

One key area in clinical trials that could benefit from connected health digital solutions is capturing informed consent. Traditionally, patients have signed informed consent forms that are very text-heavy, yet they don’t really understand the rights, responsibilities, risks, and benefits of the study. Explaining the complex details of a trial can add a significant amount […]

Most digital transformation initiatives begin with customer journey mapping, a process that helps one fully understand the dynamics of the target customer and their behavior. Journey mapping connects the dots from a customer’s initial interaction with a brand, through their entire experience with that brand via multiple channels (e.g., website, mobile app, phone call, direct […]

Migrating from one technology to another always has its unique challenges, and migrating from Zendesk to Service Cloud is no exception. However, we’ve done a migration or two (more like 10 or more) and consistently get the same migration questions from clients. In case you missed it, we’ve already covered ten reasons why we see customers […]

Subject screening adds significant cost to a trial, so it’s an ideal process to try to streamline. Subjects who don’t meet eligibility requirements ultimately lower the efficiency and ROI of a trial, since time and money was spent on those assessments. The screening process is one area that presents an opportunity for cost-savings, whether it […]

Having worked on a number of Zendesk to Salesforce Service Cloud migrations to date, we see a core set of common themes around why customers choose to migrate to Salesforce.  As such, we wanted to share the typical profiles or personas and trends for companies (from an organization and system perspective) moving off of Zendesk […]

“Everything changes, nothing remains without change.” – Buddha Implementing Salesforce Service Cloud will set the foundation to potentially have all your sales and service teams on one standard, reliable platform.  The benefits of Salesforce Service Cloud on its own are numerous and have been discussed at length in various other blogs or white papers.  Let’s […]

Booth is ready, are you? Please come see us. We’re here to understand your needs to best figure out an appropriate follow-up with you after the conference. We’re in the back center near the “beverage cart.” We’re also giving away a Google Home, so stop by and get registered to win!

In today’s digital age, consumers have evolved to become far more independent and self-sufficient. They expect access to information, services, and products to be quick, easy, useful, engaging, and even entertaining. Businesses that are not yet meeting these new expectations are falling behind the curve. But this particular curve is not just the trend of […]

In a recent presentation, John Seitz, UX architect at Perficient Digital, discussed the importance of inclusive design and how considering accessibility while designing and building your website has value for your company. Inclusive design is the creation of products or services that are accessible to, and usable by, as many people as reasonably possible. As […]

Several years ago, Citigroup formed a FinTech group that is dedicated to developing new offerings that bleed with innovation. One of the first solutions to come out of Citi FinTech happens to be a mobile app for its Citigold credit card members. Citigold is a pure wealth management offering that targets affluent and emerging affluent […]

We continue to see a common theme with rapidly growing companies as they scale their business operations, especially within the service organization. There’s an increased need to ensure they have the right support framework and platform in place that they can depend on to profitably grow the business. The customer service technology system ecosystem has […]