Customer Experience

Good Customer Service, Does it Create Good Customer Experiences?

Amid the COVID-19 pandemic, businesses have had to transform how they interact and assist their consumers completely. Many retail or consumer goods businesses have had to switch from traditional, in-person shopping experiences to digital buying. This transition is never the easiest for either party, but businesses must adapt and step up their game when accommodating […]

How Episerver B2B Commerce Cloud’s Quoting and Checkout Benefits Consumers During COVID-19

In these unprecedented times, B2B buyers want to be sure they are staying budget-conscious and aware of all the ways to get a better price on their orders. Companies need to adapt from outdated quoting methods such as in-person, door to door, and over the phone, and transition to sophisticated digital quoting and checkout. Implementing […]

Becker's Healthcare Podcast Revenue Resilience

[Podcast] Revenue Resilience on Becker’s Healthcare Podcast

In a new 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 […]

A Consultant Perspective: How Product Innovation Teams Can Successfully Bring a Product to Market

Product innovation teams can have a multitude of ideas or designs for products that will forever change the way their client’s businesses work, as well as how consumers interact with them. But successfully reaching that point is often difficult. Launching a product that benefits the client and makes it to market successfully is a double […]

Close Up On Hands Cleaning Credit Card Reader.

Healthcare Distribution & Manufacturing Companies Will Have Another Record Year in 2021

An eMarketer article reported that “US B2B Digital Healthcare Ad Spend will grow by 41.2% in 2020 to reach $848.1 million. That is the highest growth rate out of all the sectors for which we track B2B digital ad spending.” Now, I can’t say I’m surprised by this statistic. As eMarketer accurately points out, not […]

Agency, Interrupted: Insourcing, Digital Consultancies, and How to Work With Agencies

Digital disruption continues to accelerate across every industry, including the digital industry itself. The digital agency emerged in the 1990s, soon after companies realized that the web would be driving customers to their web site and that they needed to make sure these customers got there. Digital agencies merged decades-old creative and marketing experience with […]

The Impact of PunchOut between Buyers and Sellers in B2B Commerce

When buying online in today’s world, we often think of a quick and simple process. However, the B2B purchasing process can be more complex, especially when clients purchase from various suppliers and familiarize themselves with each vendor-purchasing platform, or for sellers who are accommodating requests from various buyers. These touchpoints and roadblocks make the commerce […]

The Business Value of Experience Design (Series Introduction)

Whether you’re checking your bank balance, getting an oil change, or enjoying another curbside pickup for Taco Tuesday, everyone loves a great customer experience.  And if you’re on the other side of that exchange, everyone wants to make their customers happy and coming back for more.  But a great customer experience is not a matter […]

Popcornrecline

What Quibi’s Flameout Teaches Us about Behavior Change

The mobile TV platform seemed to have it all. Why did it lose everything? Last week mobile TV platform Quibi announced plans to shut down operations, just seven months after a promising debut. In its brief run, Quibi burned through $1.7 billion of investor goodwill, flubbed a turn on the Super Bowl ad stage and […]

Woman Shopping Online Preparing To Christmas

Survive and Thrive During the 2020 Holiday Shopping Season: 3 Digital Commerce Trends to Act On Now

It’s hard to believe that the 2020 holiday shopping season is almost upon us, and it’s likely to be unlike any other holiday season we’ve seen to date. It goes without saying that this year will be different in the midst of the COVID-19 crisis, and you already know the impact the pandemic has had […]

What Businesses Should Expect for Commerce This Holiday Season

Before we could blink, summer ended, and the holiday season is now just around the corner. The COVID-19 pandemic has already impacted several facets of digital commerce, and many businesses will have to make certain adjustments as holiday spend continues to move online. Here are some tips that will prepare your business for the digital […]

How to Better Serve Your Clients with Automated Fulfillment Systems

The goal of each business is to meet and exceed customer expectations by accurately fulfilling orders even when against extreme demand. Many organizations choose to fulfill with at least one manual rules-based approach based on factors like proximity. While this may seem like an ideal solution, there are automated supply chain methods companies can implement […]

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