Customer Experience - Perficient Blogs
Blog

Customer Experience

Perspectives on topics that impact customer experience

  • Topics
  • Industries
  • Partners

Explore

Topics

Industries

Partners

Using SMS with Amazon Connect Chat

Perficient recently concluded a 3-day hackathon to create contact center solutions addressing the COVID-19 (Coronavirus) crisis. Utilizing Amazon Connect Chat, my team and I implemented a solution for SMS deflection. We addressed the following scenario: Customer calls into a call center with high demand. Customer is prompted that his wait time is greater than 2 […]

Read more

Data Science Virtual Expert Panel Presented by AWS

Join us and our partner Amazon Web Services (AWS) for a virtual Q&A session on Wednesday, April 15. AWS will feature one of our experts to speak on a panel about the evolution and progress being made to solve critical business problems such as customer personalization and forecasting through the use of data science. Perficient […]

Read more

Combining Online & Offline Data in Automotive – Part Three

In the past two posts I explored the topic of automotive companies merging online and offline data to build better customer profiles and better understand their consumer base. In the first post, I discussed the data landscape in automotive and the overall need to combine online and offline data. In the second post, I focused […]

Read more

Rapid Help for Healthcare Contact Centers Amid COVID-19 Demands

Across industries, contact centers struggle to maintain pace with concerns, questions, and urgent needs surrounding COVID-19. This reality holds especially true for healthcare payers and providers serving on the front lines, helping to save lives and communicate ever-evolving resources and instructions to the public. Contact centers are especially struggling in the following ways: Heavy call […]

Read more

Commerce During the Coronavirus – What Businesses can Do Now, Next, and for the Future – Part 3

This three-part series focuses on what digital commerce teams can do to shore up operations and remain effective right now, over the next few months, and in the mid-term future. Obviously, times are tough and every organization has unique challenges, so not everything below might apply, but sometimes the most stressful situations result in the […]

Read more

Commerce During the Coronavirus – What Businesses can Do Now, Next, and for the Future – Part 2

This three-part series focuses on what digital commerce teams can do to shore up operations and remain effective right now, over the next few months, and in the mid-term future. Obviously, times are tough and every organization has unique challenges, so not everything below might apply, but sometimes the most stressful situations result in the […]

Read more

Broadening Our Sitecore Capabilities with Brainjocks

We are excited to share the news that Perficient has acquired Brainjocks, a leading digital consultancy with a strong Sitecore platform focus. Brainjocks is well-known in the Sitecore ecosystem for their outstanding skills and expertise. The team is a trusted advisor to leading Fortune 1000 customers, enabling them to maximize ROI through digital strategy, technical, […]

Read more

Help! I Need a New Web Content Management System

So, it’s probably been at least five years since you last implemented a web content management system (WCMS). More than likely, it’s been more than eight years. The old system is increasingly out-dated, slow, hard to use, and the people who picked it are long gone. Does this sound familiar? This is a common situation with anyone […]

Read more

Software Asset Management (SAM) Module using ServiceNOW

Software Asset Management (SAM) Software asset management is a business practice that involves managing and optimizing the purchase, deployment, maintenance, utilization, and disposal of software applications within an organization. SAM IN TERMS OF SERVICENOW The ServiceNow Software Asset Management (SAM) application systematically tracks, evaluates and manages software licenses, compliance, and optimization. You can reclaim unused software […]

Read more

Getting to What Matters Most with Now/New/Next

The last best experience. It may seem unfair or counterintuitive to compare your organization’s customer experience to others outside your industry, but your customers are doing it every time they interact with you. They are holding you accountable to your promises but they are also passing judgment against the expectations set from experiences they have […]

Read more

Eric Enge and Jay Baer- Key Factors for Delivering Seamless UX (Webinar Transcript)

As new technologies emerge and offer additional ways to interact with your customers, it’s imperative that you consider and provide a consistent, seamless user experience across ever-expanding channels and platforms. Easier said than done? Eric Enge (Digital Marketing Principal, Perficient) and Jay Baer (Founder, Convince & Convert) teamed up to present considerations and best practices […]

Read more

CRM, It’s Really a Marketing Project

I’m following up on my original post that a traditional CRM project is no longer just about the tool.  So while I agree that a CRM tool is important, success comes from the recognition that CRM is part of a landscape and that it must fit into that overall ecosystem in order to provide value. […]

Read more

1st Party Adobe Launch with ACS AEM Commons

Adobe has supported CNAME configuration for Adobe Analytics and Adobe Target for some time now, but unfortunately doesn’t provide the same for Launch by Adobe. The latest version of ACS AEM Commons, version 4.4.0, includes a new feature to fetch remote files and serve them via AEM. The primary use case I implemented this feature […]

Read more

Exporting Insite Commerce Data without Admin Assistance

Often times, clients want to empower their customers to export their eCommerce transactions, such as order history, approval lists, and saved orders, and other data, like wish lists and cart lists, by themselves without admin involvement. These features removed dependency on Insite admins, subsequently improving the user experience, efficiency, and overall satisfaction for Insite users. […]

Read more

Providing A Connected Vehicle Experience With Cloud

The following is the twelfth blog in a series about why businesses are moving to the cloud to modernize and improve business performance. Throughout this series, we have discussed the many benefits of cloud, including increased velocity for innovation, enhanced security, and the opportunity for ROI. Now, we want to discuss how the cloud can […]

Read more

AEM as a Cloud Service Followup: Insights from Cedric Huesler

Yesterday, Cedric Huesler, the Director of Product Management at Adobe started a Twitter thread on AEM as a Cloud Service. I have a number of burning questions about AEM as a Cloud Service, so I figured I’d take Cedric up on the offer to ask anything. Cedric graciously replied, hopefully, you find these replies helpful as we all learn more […]

Read more

CRM, It’s Not Really A CRM Project Anymore

Lately, I’ve worked on a number of CRM projects for clients.  One theme sticks out more than anything else.  It’s that a Customer Relationship Management (CRM) project is not really a CRM project.  Instead, they are the following: Marketing Data Integration Knowledge Management In many cases, the budget for a CRM project has more funds […]

Read more

Providing a Unified Customer Experience with Cloud

The following is the eleventh blog in a series about why businesses are moving to the cloud to modernize and improve business performance. Throughout this series, we have discussed the many benefits of cloud, including increased velocity for innovation, enhanced security, and the opportunity for ROI. In the next few blogs, we’re going to examine […]

Read more

Subscribe to the Weekly Blog Digest:

Sign Up