Strategy and Transformation

Forrester has a blog post that highlights the high-level results from the latest U.S. Customer Experience Index Report. First the results because they are interesting: This year’s Customer Experience Index report for US brands revealed a CX leadership gap — not a single brand has risen to the top of our rankings and continue to move upward. […]

If you prefer listening to reading, “Base Theory” is available on iTunes or Google Play or below on the SoundCloud player. Base Theory At a time when private equity is paying record high prices to acquire companies, the prospect of hitting your return targets is becoming more difficult. The traditional playbook for how you go about […]

Let’s talk about elevators for a minute. Yes, elevators. When modern elevators were invented in the 1800’s, they looked and operated much differently than elevators do today. They were manual and required operators to move between floors. They also had their fair share of safety problems. No one at the time could have imagined that […]

In a recent report, Forrester described why customer experience in the banking industry is incredibly important, possibly even more so than in other industries. “For years, we have watched power shift from companies to customers. In the age of the customer, customers can and do transfer their loyalty when they don’t receive the engaging customer […]

Every year at Microsoft Inspire, we participate in the U.S. One Commercial Partner (OCP) community project. This is one of our favorite parts of Inspire – we love getting involved with the local community and sharing our time with them. This year, Perficient joined Microsoft at The Fishing School in Washington, D.C. to install a […]

Understanding and applying data lies at the heart of digital business transformation. Data can reveal reason, rationale, and purpose – explaining not only who, what, when, and where regarding customer behavior and business operations, but also the why. Managed well, data can be the cornerstone for business success. The Internet of Things (IoT) is quickly […]

Most of us have been affected by flight delays due to inclement weather. In fact, according to the Federal Aviation Administration (FAA), the largest cause of air traffic delays in the National Airspace System is the weather. While flight delays are a nuisance, they also translate into real losses for industry-related companies and passengers. It’s […]

So I and others at Perficient have highlighted many times that Digital Transformation involves more than technology. As a matter of fact, I did a search of Perficient’s web site and got a lot of references to organizational change management (OCM).  So this recent article from CMO.com is music to my ears. They reference Altimeter’s […]

Jason Jewert posted a blog on Driving Sales.  It was about What Automotive Retailers Can Learn From Amazon (and other companies)  While his focus is on his industry, the advice crosses almost any industry or company.  I especially like his opening premise about the fact that Netflix didn’t kill Blockbuster, Blockbuster did that just fine […]

One of the buzzwords in the financial services industry is “machine learning.” While even among experts in the field there is no single accepted definition of machine learning, in simplest terms, machine learning focuses on the use of technology (often referred to as artificial intelligence or cognitive computing), to find solutions through continuous learning. It’s […]

The Microsoft Ignite Conference took place last week (9/25/17 – 9/29/17) and to no surprise, we were flooded with a plethora of exciting news for Skype for Business and Teams. One of the exciting announcements regarding Microsoft Teams that came out just before the conference (and discussed further at Ignite) revolved around Guest Access. However, most admins that […]

When you think about analytics and optimization, you see perhaps the largest changes between now and 2007. I’ll note what I saw in 2007 and surrounding years.  I’m sure there are plenty of exceptions but this seemed to be what we saw: Web analytics was used.  Most sites hooked up a web analytics tool With […]