Customer Experience - Perficient Blogs
Blog

Customer Experience

Perspectives on topics that impact customer experience

  • Topics
  • Industries
  • Partners

Explore

Topics

Industries

Partners

Our Proven Recipe for Customer Community Success

The Best Communities Focus on Content and Design Content plays a foundational role in a community’s success. However, having helpful, easy-to-follow content available for your customer community means nothing unless users are able to find it, consume it, and understand it. That’s where the UI/UX design comes into play; when, where, and how they access […]

Read more

Three Keys to Creating a Successful Support Team

When customers have a problem, call center agents are the front line of defense. In addition to using the right technology to enable them for success, make sure you have the right team to start with. Here are three ways you can create a successful support team that will service your customers with grace and […]

Read more

Top Technology Trends for Smarter, Strategic Customer Care

Whether its online, in-store, or multichannel, customer experience (CX) is a key differentiator for businesses. Extending beyond the front-end purchase experience, CX encompasses the total journey of a customer’s interactions with your brand. Customer care, how well customers are taken care of while they interact with your brand, is a giant piece of the customer […]

Read more

What does HCL buying IBM Portal mean to you?

You may have heard that in December 2018, HCL Technologies agreed to acquire several software assets from IBM, including Lotus Notes, Domino, IBM Portal and IBM Commerce. These have all been long term investments by IBM and have had strong customer support for many years. What many people don’t know is that IBM has been […]

Read more

Transforming for the Future with Financial Services Cloud​

St. Louis-based Buckingham Strategic Wealth is a growing organization of advisors, financial specialists, and national thought leaders in the wealth management industry. While they spend time focused on being the trusted advisors for everything financial for their clients, they turned to Perficient for help with their technology environment. The Challenge CRM adoption was lower than anticipated due to system […]

Read more

Data as Experience: Data Scientist Role

This is a continuation of my Data as Experience Series. The last post was on the Power User role. The Data Scientist At first glance, you might ask why even consider a data scientist.  From the typical analytics perspective of, “What reports should I write?”  this role demands nothing.  But when you think about what […]

Read more

Building the Brand Experience in Call Centers [INFOGRAPHIC]

How customers engage and interact with brands is becoming the biggest focus for those who want to stay ahead of their competition in 2019 and beyond. If you’re in a crowded marketplace and your prices are competitive, what more can you really offer? A better customer experience. It’s become paramount. When it comes to making a […]

Read more

IBM Fills Gaps with Red Hat, Also Creates Internal Competition

Since the news broke about the Red Hat acquisition by IBM, there has been no shortage of articles analyzing the move, predicting its outcomes, and delivering judgments on the deal. But what about the perspective of the software developer, architect, or IT leader who has to make decisions about which capabilities to leverage from these, now […]

Read more

Using AWS to Host a Custom Agent Console part 2

In a previous blog post we looked at the steps necessary to set up a custom agent console. We walked through uploading a page to S3 and configuring a CloudFront distribution which can be whitelisted and then used with Amazon Connect. To keep things simple we didn’t dive into CloudFront settings, many of which can […]

Read more

Trust Must Be Earned at Every Point During the Client Experience

Whether you think Facebook users don’t understand what information of theirs is subject to disclosure (user’s fault) or Facebook needs to provide more education and acknowledgement of risk to its users (Facebook’s fault), no one can argue it’s been a rocky year for the company as it works to regain user trust. In the rush […]

Read more

Refine Your Enterprise’s Approach to AI in 2019

2019 is the year to stop letting obstacles get in the way of enterprise AI adoption. Of course implementing AI tech comes with its challenges, but addressing two big obstacles may be the key to success.  According to our AI expert, practice director and chief strategist Christine Livingston, these obstacles are perception and data. And […]

Read more

The Golden State Warriors Step Up Their Innovation Game

I grew up a Golden State Warriors fan and went to many games in my childhood. While we didn’t have Steph Curry, Kevin Durant, and Klay Thompson, the team I grew up watching had Antawn Jamison, Tim Hardaway, Chris Mullin, and Chris Weber. Still, it wasn’t as hard or expensive to get tickets as it […]

Read more

Top Service Challenges Enterprises Face in 2019

Migrating from one technology to another always has its unique challenges, and migrating to Salesforce Service Cloud is no exception. Our years of Salesforce migration experience have shown some common themes and best practices, which we cover in our free guide, Salesforce Service Cloud Migrations Made Easy. Top Service Challenges for 2019 As digital transformation […]

Read more

6 Tips to Make Service Cloud Migrations Easier

In a crowded marketplace, business value is becoming more about offering a great customer experience throughout a customer lifetime as opposed to a one-off sale. How does your business measure up to today’s service challenges? In our guide, Salesforce Service Cloud Migrations Made Easy, we explore in detail what organizations need to take into consideration […]

Read more

Governance in Healthcare: Information Assists Consumer Experience

In today’s world of omni-channel, multi-variant, personalized, and contextualized patient and member interactions, information and data alone is not the only asset that must be managed in order for healthcare organizations to meet their stated business goals, and consumer engagement and experience objectives. Healthcare organizations need context around data to gain the insights and make […]

Read more

Wealth Management: An Industry at a Crossroads

The wealth management industry currently stands at a crossroads that is driving firms to adapt and update business models in order to succeed into the future. Future growth will come less from marketing and rainmakers, and more from your firm’s service model and the ways in which these services are delivered. You will have to […]

Read more

Key Metrics to Measure Performance of Your Healthcare App

In today’s digitally savvy world, consumers-patients-members expect to interact with healthcare organizations across a number of mobile devices whilst on the go, just as they do with organizations across other industries. As a result more and more healthcare providers and payers are leveraging mobile apps to connect with consumers-patients-members to make their services more accessible […]

Read more

GDPR Compliance – Encryption

On 25th May 2018, everybody woke up to find their inbox “spammed” with mails from companies about redefining their data privacy policies containing the term GDPR. Every site that one logged into had a pop up, “We have updated our Data Privacy Policy”. So, what is this all about? Small Word, Big Impact It is […]

Read more

Subscribe to the Weekly Blog Digest:

Sign Up