Customer Experience + Design

Over a number of years, I have had the opportunity to conduct several architectural assessments on SOA, ROA and API Management. The domains and technology stacks have varied, and the engagements have been a mix of post mortems and organizational readiness. What I have found is that there are certain common characteristics of organizational behavior and challenges […]

HIMSS 2016 is right around the corner, in less than 2 weeks more than 40,000 people will gather in Las Vegas to explore the latest trends and challenges in the healthcare industry and discover cutting-edge technology solutions. As both a patient and a consumer, one topic I am looking forward to discussing at #HIMSS16 is […]

Customer journeys are the hot trend in marketing – for good reason. Journey maps can outline everything from specific touchpoints to the people and technologies needed to support those interactions. The best journey mapping activities also try to account for customer actions and attitudes. To put it succinctly, they are a superb tool for outlining […]

1. Depending on where you live / work, the weather might be better than your current location. Why not take a break from the cold / snow and enjoy some warmer dessert temps? Then again, some have those temps where they live, so surely there are other reasons to travel to Vegas. 2. InterConnect is […]

It has been exactly one week since Google announced that it would be sunsetting the Google Search Appliance over the next three years. And what a week it has been. I have had the opportunity to speak with media representatives at Fortune and CIODive, I have spoken with several current and prospective customers of the Google Search […]

As a Fullforce Service Cloud Master, Salesforce has recognized Perficient’s proven expertise in delivering digital experience, business optimization and industry-specific customer service solutions that empower enterprises to connect and engage with customers in a whole new way. With more than 300 Service Cloud implementations under our belt we’ve pretty much seen it all and developed some […]

  A little over a year ago, I wrote about AstraZeneca’s road to becoming a digital transformation leader. With CIO David Smoley at the helm, the pharmaceutical giant is known to have been an early adopter of many cloud solutions, including Box, Salesforce, and Microsoft Office 365. While Smoley’s cloud-first mentality has helped save a […]

For those of you still managing cases in the classic Salesforce view and interested in migrating to the Service Console, or thinking about migrating to the Salesforce Service Console from another case management system altogether, I hope you find this post helpful in prepping your team for the move. Migrating a group on to a […]

  Dislike being asked for your name, account number, and password every time you call the bank? Well, times are a-changin’. Banks are turning to mobile technology for help more than ever before. Bank of America is leveraging thumbprint verification technology that enables customers to automatically be identified, as well as carry out their banking […]

  Key findings in a new Gartner report showed that cloud computing is likely to grow 16.5% in 2016, reaching $204 billion in spending. According to Sid Nag, director, cloud technologies at Gartner Research, “The market for public cloud services is continuing to demonstrate high rates of growth across all markets and Gartner expects this […]

IBM announced the formation of their Cloud video unit before IBM Connect. While there are a number of announcements and observations from Connect, I wanted to get this post out. The acquisition of Ustream caused IBM to announce their Cloud Video Service Unit and as the graphic shows, this business unit ties together several acquisitions as […]

  A few days ago, I shared a list, a much smaller list, of unicorn companies that sit in the healthcare and biotechnology industries. To refresh your memory, a unicorn is a technology-related organization with a valuation of more than $1 billion, typically a start-up, and with no real track record of success. In a recent report, […]