Posts Tagged ‘customer experience’

I’ve been really busy lately and missed a nice research report from Forrester back in July 2015. In the report Does Customer Experience Really Drive Business Success?, analyst Harley Manning presented lots of data saying basically yes. To start with, however, Mr. Manning presented several Customer Experience (CX) leaders who have tanked recently and CX […]

This great article published by CMO.com (an Adobe publication) two days ago, “Digital Disruption In Retail: Marketers’ Work ‘Not Even Close To Done’,” has four great takeaways for retailers facing the concept of digital disruption and transformation. Lesson 1: Marketers and merchants are still trying to work through the growing pains of omnichannel retail Many large […]

Perficient has been covering broad digital transformation trends for a while, and the Consumer Markets team here at Perficient wanted to highlight how the principles of digital transformation apply specifically to brands and retailers. In our opener of our “Digital Transformation in Retail” series, we urged these companies to become particularly deliberate about their own […]

Earlier this summer we looked at how retail organizations were leveraging vast quantities of customer data and advanced analytics to personalize customer experiences, meeting the increasing demands of the marketplace, and ultimately preventing churn. The story of an ever-expanding landscape of customer data is well known, but extracting value from that data continues to be […]

Consumerism is changing how we interact with our care providers. Connecting patients more closely to care providers is especially important after discharge from a facility. My colleague Melody Smith Jones @melsmithjones shared an e-Patient petition to the ONC in her whitepaper Patient 360: The Complete View of Patient Engagement that stated “Nothing would result in […]

Last week while vacationing with my family at the beach, I came face-to-face with one of the most effective Change Management principles – people will follow the “right” people. You see, I don’t like crowds – whether it is in an airport, out at a park, or walking down a busy city street. I just […]

My spouse was pounding on her iPad last night in frustration – rather more frustration than typical with technology – because a news site she helps edit kept crashing the tablet’s web browser. After a few minutes of listening to her curse, I steeled myself against her wrath (which was causing our dogs to cower) […]

I recently started looking for retailers and sellers who have avoided digital technology to run their businesses. It’s not been easy. I made an appointment for a haircut, and they insisted on sending me reminder text messages. I visited a booth at our local farmer’s market where they gave me a card with their Twitter […]

According to Gartner, companies that prioritize customer experience generate 60% higher profits than competitors. And more than ever before, web content management is viewed as mission-critical across an organization – whether your focus is on IT application, digital experience, marketing or merchandising. As we work with many of our customers on their digital transformation journey, […]

Have you ever felt like you’re one person against the world? Or possibly you’ve been overwhelmed trying to turn the battleship single-handedly? If so, take comfort! You’re not alone. Change managers, those responsible for garnering user adoption and engagement for a new system, tool, platform or process, are challenged with motivating hundreds, thousands, or even […]

Lisa McMichael, Senior User Researcher out of our Atlanta office, wrote an excellent post on our Spark blog called, “CX and software – consumers lead the experience.” In it, she outlines a topic we’ve covered many times in this blog: “Consumers are now leading the experience they want to have.” We are facing an “unprecedented opportunity to learn […]

Part 1 see: “Is software eating the world? Or, is it really customers?” In the earlier post I mentioned that more companies are focusing on the opportunities software offers to create customer value through the customer experience (CX). This rising development is a result of the rise in popularity of software, and it is spawning […]