Posts Tagged ‘customer experience’

Often, when talking about digital transformation, organizations solely focus on front-end customer experience. While digital experience is an essential – and primary – component of digital transformation, the underlying systems and processes that support and enable customer experience are a vital and often overlooked key to long-term success. According to Forrester, 2017 is the year […]

We all talk a lot about customer experience, and for good reason. The shift to digital has been a complete game-changer, and consumers have more options than ever before. Long gone are the days of pulling out a massive phone book to find a new primary care physician or travel agent for your next vacation, or […]

Financial services organizations such as banks, insurance organizations, and credit card issuers, are creating mobile applications that are not just focused on the products or services they’re selling. Instead, they’re using mobile as a way to get in front of customers and non-customers alike. At the end of the day, their belief, and rightly so, is that […]

According to Forrester’s study and presentation at the MDMC 2017 Conference at Union Station, the group “Generation Z” is considered to fall between the ages of 18 to 27 years old. Being a Gen Z myself, I was excited to hear Jessica Liu’s keynote session about Gen Z and the way that brands try to reach this generation through social […]

I was talking with a customer recently and asked them a fairly standard question about which competitors they admire. They are in the auto financing business and we had done some homework on the usual suspects: other auto financers, lenders, and banks. To our surprise, they weren’t satisfied simply leapfrogging the competition. Instead, they want […]

The industry is all a-buzz with digital engagement initiatives for patients, but let’s not forget about clinical subjects and even site personnel. They’re technology consumers, just like the rest of us, and they crave clinical trials that are simple, easy, convenient, and engaging. As an advocate for sites and subjects, Perficient just published a guide […]

Cognitive computing is quickly gaining ground in the marketplace and already influencing our lives. Brands like Staples and 1-800-Flowers.com have implemented cognitive systems for a variety of use cases. For Staples, it’s their “Easy Button” that allows customers to use voice commands to place orders via a smartphone app. Or consider 1-800-Flowers.com, which has grown […]

Companies and brands are building loyal customers the way real people are building loyal relationships with each other: one interaction at a time. Each and every interaction is a new opportunity to prove ourselves, build credibility and trust, and leave customers with a memorable experience.  The true measure of loyalty is not how many points […]

At the Magento Imagine 2017 conference, there has been an emphasis on focusing on great Customer Experience (CX), User Experience (UX), and Design. CX encompasses all the interactions a person / customer has with your brand. Measured in: overall experience likelihood to continue use likelihood to recommend to others UX is part of a broader […]

Today, your brand is what your audience says it is. Despite your best branding efforts, consumers have greater and greater access to information – not just to understand what’s good for them, to find the best price, or to learn where to get the products they want, but also to determine how brands and products […]

Many moons ago, I wrote the blog post This Is Bad News For Sponsors And CROs, in which I shared how the number of principal investigators interested in running new trials had declined. Another blog post from several several years ago, Wait, You’re Not Using an Investigator Portal?, shared one method of increasing satisfaction among […]

In the age of the consumer, most retailers understand that customer experience is the point of differentiation to remain competitive. And it’s not just what happens on eCommerce channels – it’s the experience across all channels. According to Forbes, physical retail is losing share to eCommerce at the rate of about 110 basis points per year. […]