Posts Tagged ‘customer experience’

My colleagues and I spend our time pulling the levers of design thinking, digital innovation, and customer experience to enable transformation for our clients. Our effort turns market insights into strategic initiatives, organized into comprehensive, multi-phase plans. We do this for organizations large and small, legacy and new, across many industries. When starting our work, […]

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 […]

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 […]

There are certain things that are better together. Just like cookies taste better with a glass of milk, customer experiences are always better with digital transformation. During the most recent #AdobeChat, we discussed CX and digital transformation with special guest Brian Solis. Here are some of the highlights: What’s the problem with thinking CX and […]

Consumers are constantly being bombarded with advertisements vying for their attention. But when was the last time a billboard or online form really caught your attention? You probably can’t remember. Marketing is a constantly evolving industry, and while consumer-driven content isn’t a new idea, people-based marketing is the new gold-standard. What is People-Based Marketing? Danielle […]

Brenda Bown, Microsoft’s GM for Business Applications and Power Platform, talked during Adobe Summit about Adobe and Microsoft’s partnership. She walked through how Microsoft Azure helps deliver unique and immersive customer experiences. Adobe and Microsoft announced a partnership a couple of years ago to integrate Adobe and Microsoft products on Azure. Microsoft’s Business Applications include […]

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 […]

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 […]

Two weeks ago I spoke at the annual SPECS Show. The retail-focused conference was centered on the physical aspects of running a retail business today, but there was also a dedicated track for discussions around digital trends. I gave a presentation on how digital and physical can meld, aka, PHYGITAL. Buzzwords aside, customer behavior trends […]

In How Adobe Experience Cloud Impacts Customer Experience, Part 1 of our review of Adobe Experience Cloud, we highlighted all the capabilities available in the Adobe Experience Cloud.  In part 2, we break down the cloud platform to the individual Adobe products.  As we said in part 1, you can buy the entire Experience Cloud for […]

In less than a week, Adobe will hold its annual Adobe Summit – Digital Experience Conference in Las Vegas where more than 15,000 people are expected to attend and learn about Adobe Experience Cloud.  We often hear people at our clients say, “we are buying Adobe”, without really specifying what Adobe product they are purchasing.  […]

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 […]