Customer Experience + Design

Over the past several weeks, I’ve published a series of posts that focus on segments of an article published by McKinsey & Company called “How pharma can win in a digital world.” (See the bottom of this post for links to the previous posts.) At the end of the McKinsey article, the authors describe “three […]

Creating a customer-centric experience in the digital world is no longer a lofty objective – it’s a necessity. According to Gartner, 89% of companies expect to compete on customer experience in 2016. And in just four years, it’s estimated that 85% of a customer’s relationship with a brand won’t include face-to-face interactions. (Got your attention?) […]

    Phani Kanakala, Florida Blue’s Web and Mobile Manager and Glenn Kline, Principal at Perficient spoke at IBM Amplify about Florida Blue’s transformation of their customer experience.  A dinosaur video clip started the talk and Glenn related how companies are either going to be a digital predator or digital prey.  If you are a […]

Telehealth is different from telemedicine because it refers to a broader scope of remote healthcare services than telemedicine. While telemedicine refers specifically to remote clinical services, telehealth can refer to remote non-clinical services, such as provider training, administrative meetings, and continuing medical education, in addition to clinical services. The Centers for Medicare and Medicaid (CMS) […]

More and more often we are seeing Connected Health trends make friends with neighboring technology solutions. Such is the case, for example, with the digitized longitudinal care plan that relies upon both Business Intelligence and Interoperability to, in time, connect the patient to their care plan. However, just as some medications create side effects that […]

Using Visitor ID to connect visitor profiles across Adobe Analytics, Target, and Audience Manager has been on Adobe’s to do list for a long time and many marketers as well. Far too long, integration between the Adobe products included many gaps and data integration issues such cookie deletion and dependency on data collection servers to […]

IBM’s Amplify conference featured a digital experience keynote on adaptive experiences which engage customers in context with several prominent speakers.  These included: Gene Phifer, VP, Distinguished Analyst, Gartner Deloss Schertz, Director Enterprise Strategic Application Services, Konica Minolta Business Solutions U.S.A., Inc Gary Dolsen, IBM, Vice President, Strategy and Offering Management, Digital Experience Rob Enright, IBM […]

In our next 2016 Connected Health trend we find ourselves with the call from patient advocates around the land: increased ownership of data by the patient. The healthcare industry is the guardian of, in my opinion, the world’s most important data. With that being true, the patient data guardianship story is about to get even […]

Consumers want relevant content, yet many brands have difficulty providing relevant and personalized content. One reason for this is duplicate authoring of website and personalized content. This duplication causes confusion and extra work, as authors must log into at least two systems to maintain site content. In the latest release of Adobe Experience Manager, Adobe has […]

The adage “Home is where the heart is” has been a bedrock of America for nearly a century, representing the emphasis that we place on living spaces. The best homes contain elements that speak to the presence of family while also offering individuality from room to room. For home improvement vendors, their passion is helping […]

Efma, a global non-profit organization established in 1971 by banks and insurance companies to foster innovation and drive transformation, and Vidyo, a developer of video collaboration solutions, released a new report that shows there is strong interest in leveraging video among financial services institutions. According to the report, 10% of banks have already deployed a […]

Here we have the next trend in the world of Connected Health for 2016. The end of Meaningful Use brought with it the beginning of other trends that will take its place (or perhaps, more accurately, its mind space and investment dollars). Such is the case with the checklist approach to patient engagement that we […]