Customer Experience + Design

After a recent shopping trip to one of my favorite stores, I walked away perplexed by a question asked by the salesperson. I’m a loyal customer of this retailer, and I receive multiple emails a week about the latest sales. And yet, I’m always puzzled when paying for my purchase and I’m asked, “What’s your email […]

Global companies have a unique advantage, with the ability to span all continents while remaining personal in their service to clients. Though companies can implement communications technologies that bring employees closer together, sometimes it isn’t enough to truly connect everyone. Such a challenge was true of a global management consulting firm, who was challenged with […]

And here is our last trend in Connected Health for 2016. As we mentioned at the top of the list, we opted not to publish the posts in our ranked order. We actually want to get your opinion on the matter first. Then, to see our order, you can download the full 2016 Connected Health […]

Creating the Connected Health trends report requires us to, among other things, mine through approximately 30,000 news coverage points per year. Circulating through the news in 2015 we found much on the topic of the new world of health insurance. Big news on this front was the industry consolidation under a string of potential mergers. […]

The only thing I have found disappointing about Coveo’s analytics-based machine learning service, Reveal, is that it wasn’t available sooner. I have struggled to help clients adjust and tune the relevancy of their search engines for many years. After spending the better part of a week in-person with the Coveo founders and leadership team, I can say that Reveal […]

Salesforce does a fantastic job of constantly pushing out enhancements, but we know that it’s sometimes tough to keep up with it all.  Here are three easy Service Console updates in Service Cloud that will certainly make your support reps happy! #1 Get Rid of the Highlight Panel Why? Well because they take up a lot […]

In an effort to protect consumers from “deceptive or harmful products,” Google will begin banning ads for payday loans and related products from its ad platform, as of July 13, 2016. According to the company’s U.K. blog, the ban is for loans in which the borrower is required to repay the full amount within 60 […]

The end of Meaningful Use has impacted several trends that will grace us in Connected Health over the coming year. Among these trends we find an increased focus on the clinician experience. The CMS announcement by Slavitt was filled with sentiments such as: “…frustration levels are real. Done poorly, measures are divorced from how physicians […]

If you haven’t noticed by now, 2016 is a year when the patient data story will become increasingly complex. In this 2016 trends report we have already witnessed: Increased ownership of data by patients Increase in patient generated data by way of mobile device Challenges around the security of data in the growing world of […]

Our next trend in Connected Health of 2016 takes us into the much lauded world of mobile health. This year we are most concerned with using the mobile health innovations that have been created to measure patient activity, and the ability to measure activity is growing. At the heart of telehealth’s call for “healthcare everywhere”, […]

Today’s market challenges even the seasoned digital leader. In today’s digital era, organizations need to unify the customer experience from the web site to the traditional online store and transform uninspiring transactions into compelling commerce experiences. 80% of the companies believe they deliver a superior experience to their customers, but customers state only 8% of companies […]

As one would assume would be the case, many of the Connected Health trends are about connecting to the patient when they are not in the care setting. All of them are, in fact. However, this trend finds us trying to instill a good bedside manner into digital care. Over the past year the terms […]