Customer Experience + Design

A New Solution for the Contact Center Pre-integrated with Amazon Connect, Powered by Salesforce Service Cloud Voice seamlessly enhances your Salesforce Service Cloud investment with telephony. By bringing together voice communications, digital channels, and CRM data, you equip your agents with smart and streamlined service to provide your customers with a great phone experience from […]

The W3C organization developed four core principles to help designers and developers ensure websites, mobile apps, and all interactive media would be perceivable, operable, understandable, and robust (POUR) to as many digital users as possible. These four principles are as relevant today as they were when Tim Berners-Lee founded the W3C in 1994. In an […]

A scenario: your experience, virtual health, and marketing leaders have shaped creative and compelling ideas to personalize interactions with healthcare consumers. Of course, execution drives those inspirations to fruition, and any type of communication connected to patient data requires a new set of considerations. Realistically, you’ll employ the expertise of development teams as you move […]

Technical Marketers running personalization campaigns need content. Images, pull quotes, slugs, call-to-actions, short and long form videos, infographics, and polls all may be needed when building relevant and engaging experiences. However, tracking down content that is useful, relevant, and the right size and shape is difficult. More difficult is finding the right content for the […]

Do you define the architecture before you begin the product development and iterate them over while developing the product ?. If the answer is yes, you are on the right track to building the product right. The art of building architecture does not just refer to how the system connects. It’s also about ‘Why’ we […]

“POUR” has become mainstream lingo for the four main principles (Perceivable, Operable, Understand, and Robust) of web accessibility. These four essential guidelines created by the W3C organization are the “how-to” guide for digital teams of strategists, designers, developers, SEO, and content specialists to create accessible experiences. These guidelines were created so that digital consumers using […]

This is the fifth in a series of blog posts sharing the results of our study on the business value of experience design. Read the last post here. In this post, we explore the value of innovation: Bringing diverse and fresh ideas and perspectives to help the organization think differently, differentiate and future-proof its investments. […]

As we continue our series of posts on making HIPAA work for you, I am going to address a common problem we hear from health care marketers: “My board/boss/CMO/Legal Counsel says we cannot use patient data for marketing communications.” This is a tough one. Truly, your board of directors and your legal counsel are going […]

The customer is your business’ number one priority because they are your main source of revenue and drive you to the next step in your success. Customer expectations are frequently changing and more customers are relying on digital processes for their commerce efforts due to their fluidity. Businesses must digitally transform to keep up with […]

Why Understanding and Accommodating Human Behavior Can Lead to Outstanding Digital Experiences When I first started working on website projects on the Sitecore platform, it felt like every other day I was discovering a new capability. I don’t know how many times in the first few months I thought to myself, “Cool! We can do […]

Covid-19 transformed customer expectations and forced businesses to pivot and renovate their digital landscapes. The goal: offer customers a smooth digital experience. According to Forbes and Twilio: Covid-19 sped up digital transformations by six years 97% of executives say the pandemic sped up their digital transformation 95% of executives say they’re looking for new ways […]

In a recent episode of Becker’s Healthcare Podcast, Paul Griffiths, General Manager of Digital Health Solutions, joins Brian Zimmerman, Custom Content Editor with Becker’s Hospital Review. Gain insights on: Why placing an emphasis on revenue recovery is often shortsighted Who owns the patient experience in a health system Why cross-functional perspectives have become more important […]