Customer Experience + Design

  Check this out. Roche just developed a mobile app, which is currently being evaluated in a Phase I trial, that can help assess the severity of one’s Parkinson’s disease (PD). Here’s how it works: Patients are provided with pre-configured smartphones and, over time, are guided through a series of tests to collect data points. […]

                        When the word “bank” is used as a noun, it is referring to either an institution that manages financial transactions or the building that houses the institution. As technology moves forward, the term bank is becoming less and less synonymous with an actual physical […]

  Digital transformation (DT), the concept of leveraging digital technologies to engage with constituents (e.g., customers, patients, employees, or partners) is vital in today’s world. The audience you’re targeting expects communication to be easy and information to be readily available at any time. If they can’t get what they want from you, they’ll go somewhere […]

Healthcare CIO Series: Interviews with David Chou, CIO I am teaming up with CIO David Chou (@dchou1107), an executive with more than 13 years of experience in the healthcare industry to bring you a series of blog posts that provide a unique perspective on some of the healthcare industry’s biggest trends and challenges. David has […]

Alok Gupta joined our Google practice in 2013 and has quickly become one of our go-to Technical Architects for complex implementations and custom connector development. Alok has worked with a wide variety of clients, including high-tech support organizations, major airlines, and retail food giants. It was a pleasure to talk to him about his experiences […]

For the second year running, Salesforce has teamed up with its partners to recognize some amazing Service Cloud customers who have transformed their business with outstanding customer service. Salesforce received hundreds of customer nominations across 20 different Surfboard Award categories hunting for the “best-of-the-best” customer service solutions. Let’s just say we’re “totally stoked” to be a part of the […]

Last week it was announced that IBM and Finland’s largest airline, Finnair, have established a five year partnership to deliver new digital services to execute a better and more superior customer experience. They will continue to utilize Finnair’s IT department to transform the airline’s current IT infrastructure into a more flexible, hybrid cloud platform. Nowadays […]

Read part 1: The too familiar persona I imagine we’ve all used Cooper’s personas to routinely “engage the empathy of the design and development toward the human target of the design.” Nothing wrong in using goal directed personas, however one user profile model isn’t the best fit for every brand or its users’ motivations and […]

Run a brick-and-mortar business? You probably face tough competition to turn search traffic into foot traffic. But the majority of businesses fail to act on one of the most basic elements of local SEO: claiming listings on search engines and business directories. Not only that, but many also fail to maintain accurate NAP (Name, Address and […]

The Service Cloud Keynote kicked off at 12:30 PST on Thursday with more than 7,000 in attendance, and 70,000 watching online. If you happened to miss it, here a few key highlights and takeaways from the presentation: Highlights: Service Cloud is the number one service application in the world Salesforce is focused on delivering a […]

How do B2C companies like FedEx, Walgreens and Yahoo deliver personalized customer service in a connected and high volume world? Brian Calderwood (Walgreens), Celeste Davis (FedEx TechConnect), and Anar Shah (Yahoo) told us how: FedEx TechConnect Quote – “I will make every FedEx experience outstanding.” FedEx deployed Service Cloud roughly 9 months ago as part […]

Recently, my colleague Heather Bowman, Marketing Manager, IBM Commerce and Digital Experience at Perficient published a blog post featuring Tienda Diabetes. Tienda Diabetes, a leading healthcare provider in Mexico has began using commerce to provide a more personalized healthcare approach for their patients with diabetes. Leveraging commerce, Tienda Diabetes will be able to provide patients […]