Strategy and Consulting

Financial institutions must prioritize instilling empathy when interacting with their clients. It’s more critical now than ever because of the economic hardships many are facing due to COVID’s impact. In our latest webinar, “Optimization Strategies to Improve Collections,” Scott Albahary, Perficient’s financial services chief strategist, and Byron Gifford, Perficient’s collection transformations lead, shared tangible solutions […]

We are excited to announce our inclusion in Gartner’s Forecast Analysis: CPaaS, Worldwide, 2021, as a top-rated third-party System Integrator (SIs) for Amazon Connect and Twilio. This guide lays out expectations when it comes to CPaaS providers, how CPaaS should be working for your business, and the overall market prospect when it comes to leveraging […]

If I were to ask one of your team members “what are you building?”, what are they more likely to answer? I’m adding a couple of check boxes to the “Subscriptions” page I’m working on a feature that allows us to learn how and when a customer wants to hear from us.  This will allow […]

We are all witnesses and participants in the English expression: “May you live in interesting times.” Eighteen months ago, who could have anticipated the outbreak of the COVID-19 pandemic, which brought an immediate shift for many people to work remotely. During this time, organizations hired many people who had not yet stepped into the office […]

Robotic Process Automation (RPA) is the use of software to automate high volume and repetitive tasks that previously required a human to perform. RPA enables the configuration of a “bot” or “digital workers” to capture and interpret tasks on existing applications such as processing transactions, transforming or manipulating data, triggering responses, and integrating with other […]

Personalization has been around for a long time and has been one of the hottest buzzwords for the last few years. Why? Because, at the most basic level, it makes sense. Delivering the right experience, with the right content, for the right person, at the right time, when they are most engaged leads to higher […]

In this episode, Kim talks with John Gregory, Global Head of Industry – Retail at Spotify, about how traditional retailers can get unstuck and how the key to staying ahead is a lot more than digital adoption. Listen Now Subscribe Where You Listen Apple | Spotify | Amazon | Google | Stitcher Meet our Guest […]

Are you confident your business is sales tax compliant? After the Supreme Court of the United States ruled in favor of the state in South Dakota v. Wayfair, Inc., it’s not uncommon for tax compliance to come into question. Our partner, Avalara, provides a cloud-based application that includes functionality to accurately calculate various types of […]

In the first article in this series, I wrote about my recent healthcare journey and how it lined up (and didn’t) with the strategic advice we give our healthcare clients. In part two of the series, I discussed the importance of an outstanding consumer experience — not just the digital experience — and how it’s […]

A colleague recently reached out to me asking for advice on growing skills and obtaining certifications to meet their goals of being given the role of leader.  Our conversation ended up focusing on how certifications and skills are essential, but it’s practicing key skills and taking initiative that benefit you more.  While the title may […]

Which health insurers are providing the best customer experience (CX), and how are they improving the quality of their experiences? Forrester set out to answer this very question in The US Health Insurers Customer Experience Index, 2021. In the report, Forrester reveals the complete rankings of 17 health insurance brands that were analyzed as part […]

In the first blog article of this series, I wrote about my own recent healthcare journey. After undergoing life-saving lung surgery, there I was: in a hospital bed, grateful to be alive and recently off my ventilator — shades of the film “Alien” if you’ve never had the pleasure. And all I had on my […]