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Overcome Common Problems Launching a Hospital Gift Store Website

Healthcare providers that have a retail gift store on their medical campus most likely manage with limited access to dedicated resources and frequently leverage volunteers to serve in their gift shops, assist customers with merchandise questions and support, and complete sales transactions. The thought of expanding operations to offer both a retail store and an […]

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Customer Loyalty vs Customer Experience

I spend a lot of time with clients who very much want to create a relationship with their customers, patients, etc. A lot of them use a combination of their data plus a range of 3rd party data to round it out. Many have a loyalty program or want to initiate a loyalty program believing […]

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Implementing Chatbots in Financial Services

Previously, I discussed chatbot technology in the financial services industry. This post outlines the benefits of implementing chatbots to enhance the customer experience. Many firms begin their foray into chatbot technology by replacing or augmenting internal service desks. Functions such as information security password resets, IT software installation requests, and HR inquiries are typically the […]

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Twilio Flex Powered by Perficient will be the Buzz at Signal 2019

If you are headed to sunny San Francisco next week for Twilio Signal 2019, get ready for an action-packed adventure of networking, learning and discussions. As you “explore the intersection of technology, innovation, and communications”, you’ll want to check out Perficient’s Visionary Booth (V1) in the expo hall. Our experts will showcase a custom dashboard […]

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Chatbot Technology in Financial Services

This blog series highlights the benefits of implementing chatbots in financial service to exceed customer expectations. This post explores chatbot technology in the financial services industry. Chatbots, often referred to as virtual assistants and interactive agents, are software applications that can interpret human speech and texts. They can execute transactions via an organization’s systems, providing […]

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Benefits of Application Modernization: Deliver Exceptional CX

Whether you’re building new apps or modernizing legacy ones, cloud provides the agility and scalability your business needs to deploy faster and access advanced IT capabilities. Application modernization enables you to optimize data, accelerate business innovation, and deliver exceptional customer experiences. Part three of this series explores how application modernization allows you to deliver exceptional […]

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Text-based Channels in Twilio Flex – Some Considerations

A primary selling point of the Twilio Flex platform is support for rich, omni-channel interactions out of the box. Until recently, implementing and supporting multiple channels of customer interaction required using a variety of platforms or approaches. A number of contact center vendors are working on ways to remedy this. However, Flex stands out for […]

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Dealerships Provide Luxury Through an Omnichannel Experience

Automotive dealerships are changing the searching and purchasing process. These dealerships are taking steps to implement a new omnichannel experience. Think back to the last time you bought a car. About your experience as a customer; thinking about vehicle details you are looking for, visiting dealerships, haggling with price or financing. Keep in mind, everybody […]

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Cognitive Agents to Improve User Experience

In a world where over 2.5 quintillion bytes of data is created each day, having a tool to help deliver information to users efficiently is important. Cognitive agents are a tool that can improve user experience for both advisors and customers alike. This self-service technology is capable of understanding human language to provide accurate information […]

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Positive Physician Outlook for AI in Diagnostics

As artificial intelligence (AI) emerges in healthcare around the world, more studies and reports are being produced around the (well-deserved) hype. A recent study by Nature considers the outlook of AI-based diagnostic platforms from a physician perspective. Results from the study indicate positive views on the use of AI in healthcare. Physicians worldwide have generally […]

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Why Savvy Healthcare Marketers Are Using Dynamics 365

Implementation of keen healthcare marketing strategies require the right tools. Healthcare organizations face mounting competition for patient loyalty, must continuously find ways to set themselves apart while enhancing engagement and delivering impactful outreach programs. Further complicating matters, consumers today expect you to know them and offer personalized communications and to deliver the right message, in […]

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Six Trends Moving the Needle in Customer Care: Omnichannel

Consumers are digitally savvy, well informed, and more demanding than ever. Not investing in resources that digitally transform customer care will become a competitive disadvantage. This series explores six technology trends for delivering smarter and more strategic customer care. Trend #5: Omnichannel Experiences Amplify Customer Loyalty The thought of calling customer service might be off-putting. Regardless of […]

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AI Adoption and How to Thrive in The 4th Industrial Revolution

We live in a fantastic era of automated cars, drones delivering packages, chatbots taking fast food orders, and a new generation of robots’ co-existence with humans referred to as the 4th industrial revolution. AI has become an integral part of every discussion that I am in with a CXO. It’s always on their top five […]

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Customer Care in Healthcare: A Trend That Moves the Needle

Whether it’s online, in-person, or multichannel, customer experience (CX) is a key differentiator for any businesses – and healthcare organizations are no exception. The healthcare industry will need to stay on top of key driving consumer care trends and emerging technologies, as a new level of service and engagement has become the norm. According to research […]

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Meet Perficient’s Chief Strategists: Mark Polly

Thrilling our clients with innovation and impact – it’s not just rhetoric. This belief is instrumental for our clients’ success. In 2018, we announced the first class of Chief Strategists, who provide vision and leadership to help our clients remain competitive. Get to know each of our strategists as they share their unique insights on […]

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Six Trends Moving the Needle in Customer Care: AI, VCAs, Chatbots

Consumers are digitally savvy, well informed, and more demanding than ever. Not investing in resources that digitally transform customer care will become a competitive disadvantage. This series explores six technology trends for delivering smarter and more strategic customer care. Trend #4: AI, VCAs, Chatbots: The Future of Customer Care If you’re tasked with evolving your firm’s customer […]

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Data as Experience: The Customer Role

This is a continuation of my Data As Experience Series.  The last post was on the Executive Role. The Customer Many companies tend to overlook customers.  Most salespeople actually provide a range of reports but nine times out of ten, it seems that these are custom built report based on a lot of hoops the […]

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Facial Recognition Enhances Customer Experience

Facial recognition technology is quickly advancing and going beyond the ever-popular security use cases. Now retailers can use it to deliver an omnichannel shopping experience. This is significant considering a 2018 Customer Experience/Unified Commerce Survey of top North American retailers found that 73% of customers expect order tracking across all touch points, but only 7% […]

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Handling Site Metadata with SXA Modules: Part 2

Background In Part 1 of this series, we extensively covered setting up a Helix-based project to support handling site metadata generation and caching. In Part 2, we are going to bring it to the finish line by adding templates, scaffolding actions, PowerShell scripts, and much more. Let’s get started! Getting Started Before we actually get […]

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These 5 Stats Will Make You Revisit Your CX Strategy in 2019

Good news travels fast — but bad news travels faster With your business dependent on customer satisfaction, being able to service them regardless of their issue is what sets winning brands apart. On the flip side, when service is not up to par, damage to the brand can be significant. And businesses are paying attention. […]

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