Customer Experience + Design

As customer expectations around how to purchase insurance online evolve, it’s crucial for insurance carriers to create online purchasing experiences that exceed expectations and drive revenue and growth opportunities for their organizations. To do this the right way, insurance carriers will need to evaluate their current ecommerce strategy to ensure they’re meeting both business goals […]

TD Bank Group recently announced its Q4 2021 earnings were up 31% from Q4 2020, despite the challenges brought on by the COVID-19 pandemic. On its earnings call, the company elaborated that this in part was due to its dedicated, people-oriented approach to business. TD emphasized that this elevated focus on the customer experience has […]

In 2021, Perficient continued launching new resource groups for colleagues to find connections and community while building their skills. In addition to the Giving ERG and Agile Community, Lance Bruner, director, took the reigns to formalize a group that had been providing information on consulting best practices to our localized GEO teams so that more […]

In our recent webinar, “Improve Medical Product Information Sharing With Virtual Agents,” Prabha Ranganathan, Kari Blaho-Owens, and Nico Frantzen discussed the ways that implementing virtual agents in life sciences companies’ call center operations can help to promote pharmacovigilance and more effectively service customers. Below are some of the questions we answered during the webinar and some that […]

The ever-changing nature of the pandemic reinforces the importance of digital experiences across every industry. According to a recent article from McKinsey & Company regarding Covid-19’s effect on consumer thinking about healthcare, “consumers increasingly prefer digital channels across all healthcare-related activities.” This created a unique opportunity for healthcare companies to enhance and broaden their platform.  AMN […]

Adobe Marketing Infrastructure: The Future is Today Today’s Adobe Marketing practitioners are at a crossroads. The massive proliferation of channels coupled with the needs of online or online-only consumers requires a tremendous up-leveling of Marketer’s activities and scale. Today’s Adobe Omni-Channel Marketing stack is more than capable of building that future. Still, most Marketers are […]

Our life sciences and technology experts recently delivered the webinar, “Improve Medical Product Information Sharing With Virtual Agents,” where they discussed how automation and artificial intelligence can be used to optimize call center operations and improve end-user experiences. Here are five key takeaways: Just because a system is powered by AI doesn’t mean you have […]

In today’s highly competitive and unexpected market, it’s important for your company to invest in innovative practices and opportunities to not only rise above the competition, but to delight customers and create a business dynamic that positively impacts how your organization operates in the long run.   In my experience, I’ve seen companies with great employees and incredible ideas create a […]

Interpersonal skills are a project manager’s (PM) ace in the hole. Whether you’re working on a large initiative or a simpler project with a shorter timeline, your ability to build real, honest relationships with your colleagues will yield much better project outcomes and lead to a happier and trusting team. Here are four key soft […]

I was super excited when I first heard that Perficient’s Jim Hertzfeld and Kim Williams-Czopek were interviewing Mark Cuban, the owner of the Dallas Mavericks, Shark Tank host and investor, and entrepreneur, on their What If So What? podcast. Not entirely surprising, but Cuban said more people probably know him as the “Shark Tank guy” […]

When we typically think of exceptional customer experience (CX) in the digital context, we usually talk about things like best-in-class site design, easy and intuitive checkout workflows, and an overall site experience that meets and exceeds the expectations of our customers and their various personas. There’s no question that all these elements are important to […]

Consumer experiences outside of the healthcare industry continue to shape patients’ expectations when engaging with healthcare organizations. That’s why Genesis Healthcare System, an Ohio-based integrated healthcare delivery system, wanted to migrate its legacy content management system (CMS). The goal of delivering personalized, interactive experiences for patients was key for Genesis Healthcare System. A new CMS […]