Customer Experience + Design

Medicare is basing hospital reimbursements on performance measures. Patient satisfaction determines 30% of the incentive payments, and improved clinical outcomes decide 70 percent (source). So, it is no surprise that the term “patient experience” is rolling off people’s tongues very matter-of-fact like. With the focus primarily on the hospital or inpatient setting, it’s easy to […]

Managing large quantities of data and processes can quickly become overwhelming. In a recent blog post, Mark Polly, Director at Perficient, discussed five key strategies for omni-channel marketing. IBM recently conducted a webinar titled “5 Key Strategies for Omni-Channel Marketing” in which they discussed the following strategies: Collect data that helps create customer profiles Analyze that customer data […]

At the recent Adobe Summit in Salt Lake City, one of the most interesting presentations I saw was delivered by John Bollen of MGM resorts. As the Chief Digital Officer for MGM, John is responsible for supporting the guest experience through technology. During his presentation, John brought up an interesting challenge. At MGM, they realize […]

Trying to stay ahead of the curve when it comes to IT issues is a challenging task. Emerging technology forces in the financial services industry are already impacting business. The convergence of these forces does present challenges; however, it also provides a window of opportunity for financial institutions to elevate business performance and gain a […]

There is no doubt that the relationship between payers and providers is beginning to change, evolving from challenging and adversarial interactions into more collaborative exchanges. Kurt Allman, in his article in Healthcare Payer News this week, outlines 3 components for this relationship to be successful: Data collection “Payers collect a lot of data, which can […]

Matthew Rawding, a Consulting Manager with Adobe. talked about how to use Adobe Campaign to create an integrated customer profile.  So what is an integrated customer profile? An integrated customer profile is a main pillar of Adobe Campaign.  Also included in Campaign are targeted segmentation, visual campaign orchestration, cross-channel execution, real time interaction management, and […]

Scott Smith presented a session on video analytics.  Analytics regarding video has been rough to achieve.  There have been few standards and the complexity has been high. Abode has introduced a Video Heartbeat Tracking library where they hope to simplify implementation of video analytics.  They also want to introduce stability into process and help you […]

While CTI technology in recent years (especially Salesforce’s Open CTI platform) has helped make the phone experience more intelligent for customers and agents, a new service from NextCaller aims to turn the traditional concept of caller ID on its head. NextCaller is the most recent in a trend of new services (similar to Datacoup and others) that offer […]

Marc Blinder, Director of Social Marketing at Adobe and Jon Beeston, Director of New Product Innovation at Adobe presented on the trend of search and social convering.  Twitter is a great example of that where we share but also search. Theme: Search and Social platforms are converging – which  means successful marketers musth have one […]

I took my daughters to The Barbie Dream House Experience at Mall of America the last weekend. The experience is a 30,000 square foot life size doll house created with 20 pounds of glitter and 100 gallons of pink paint.

Christopher Young from Adobe kicked off this session by talking about these top challenges in Financial Services: Compliance – 84% Data Security & Privacy – 82% Difficulty Personalizing – 80% Fragmented Data – 78% Incompatible Marketing Solutions – 74% Three takeaways: You are only as good as your analytics Tom improve the experience, understand your […]

Cedric Huesler @keepthebyte is a Product Manager at Adobe and works on the web content management aspect of AEM.  Cedric demoed 10 new features coming in AEM 6.0, which was announced yesterday.  A new major version (6.0 vs 5.6) for AEM indicates a major architectural change in the product.  Adobe expects the new architecture to […]