Posts Tagged ‘digital strategy’

Most companies today comfortably fall into the second stage of competency when it comes to their customer data. They don’t have a good handle on what they have or how to use it, but do fully realize the deficit it creates in their experiences. Great customer understanding and the data that allows that understanding are […]

Earlier this week I was flying through LAX, and, due to construction in the terminals, I needed to leave the terminal I arrived in, wait in a line, board a bus, and find my way into another terminal to make my connecting flight. On top of all that extra effort, delay, and confusion, it then […]

It’s not complicated to come up with a clever use of the latest technology, but it takes effort to find an idea that is truly unique and recognizable as your own. A brand-defining digital idea expresses who you are and clearly articulates the role can you play in a consumer’s life. Breakthrough digital ideas often […]

Personalization has been on the radar for years, but so far this year, it has been front and center of 100% of the client projects I’ve worked with. One hundred percent. In a world full of spam, pop-up ads, and in-your-face marketing, customers are still willing to trade their privacy for a good deal (that […]

In our work assessing clients’ Customer Experience abilities, one of the opportunities we regularly uncover is a lack of alignment among management and leadership. This can be jarring for some executives, but there are some quick ways to resolve those gaps, and sometimes the awareness alone is enough to get on track. But when executives and customers […]

Companies capable of delivering “end-to-end” customer service entering 2017 are well-positioned to lead their industries throughout the year, according to new Forrester research. The independent technology and market research firm’s January 2017 report titled Elevate Your Customer Experience With End-to-End Customer Service includes examples of customer service performances from a handful of top-tier consumer market […]

Healthcare organizations are continuing to adapt to the ever-changing healthcare industry. Hospitals, health systems and health plans are undergoing infrastructure rebuilds to suit the needs of the new market; transforming their traditional business models to survive the rising expectations to deliver a connected and on-demand experience to patients and members. The growing expectations of healthcare […]

The digital commerce landscape is highly competitive and estimated to continue growing rapidly for B2C and B2B in the coming years. $3.5 trillion forecast for B2C eCommerce by 2019 (eMarketer) $1 trillion forecast for B2B eCommerce by 2020 (Forrester) While this is a prime opportunity for B2C and B2B companies, the brands that deliver exceptional […]

There are quite a few fallacious assumptions made in the construction of digital strategy. One of the most common ones I witness is confusion between strategy and roadmap. When I take the necessary time to review an organization’s existing digital strategy documentation, more often than not I am presented with a document that outlines an […]

In the always-on digital world we live in, the convenience of mobile devices and online commerce have evolved the simplest tasks like calling a cab, ordering takeout, or shopping at our favorite stores. Because we all participate in online commerce on a daily basis, we have certain standards of what qualifies as an exceptional or […]

My colleague, Beth Martin, Marketing Director, Digital Platform Solutions at Perficient recently wrote a blog post called What’s in Your Marketing Wallet? In her post she talked about the evolving role of marketers and how the marketing landscape is changing. As marketers we are no longer just the creatives with the catchy headline … we need to be the strategists, […]

My colleague, Beth Martin, Marketing Director, Digital Platform Solutions at Perficient recently wrote a blog post called What’s in Your Marketing Wallet? In her post she talked about the evolving role of marketers and how the marketing landscape is changing. As marketers we are no longer just the creatives with the catchy headline … we […]