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Posts Tagged ‘omni-channel’

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Text-Based Channels In Twilio Flex – Velocity of Conversation

The third consideration for Flex text-based communication channels from my introductory post is “What type of interaction is it?”. This topic can end up being a bit more philosophical. That being said, it does drive real-world decisions in how you architect your overall Flex approach. But it will likely take a combination of historic understanding […]

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Text-Based Channels In Twilio Flex – Routing the Interaction

Let’s explore another consideration for Flex text-based communication channels from my introductory post: Routing the Interaction with Flex. In this post, we’ll look at the second focus area… How does that interaction get routed on the Flex platform so I can get it to the right agent or expert?  Routing the Interaction to Flex Let’s go […]

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Text-Based Channels In Twilio Flex – Customer Engages

As I mentioned in my introductory post, Flex offers a lot of new areas to explore as we think specifically about text-based communication channels. In this post, we’ll look at the first focus area… How does the customer engage in the communication or how does the customer start talking to me? “I Want To Talk […]

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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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Top Technology Trends for Smarter, Strategic Customer Care

Whether its online, in-store, or multichannel, customer experience (CX) is a key differentiator for businesses. Extending beyond the front-end purchase experience, CX encompasses the total journey of a customer’s interactions with your brand. Customer care, how well customers are taken care of while they interact with your brand, is a giant piece of the customer […]

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Hang Up on IVR and Switch to a Cognitive Virtual Agent

If your call center is still relying on an interactive voice response (IVR) system, then you may not be delivering the customer service your consumers expect (Millennials in particular). Customers are becoming more digitally connected than ever. And with this hyper-connectivity comes their demand for unprecedented levels of 24x7x365 customer service. Customers want to engage […]

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Staying Ahead of Digital Commerce Trends: What You Need to Know

Digital innovation continues to disrupt industries at lightning speed. Today’s organizations are transforming their entire business – from strategy to operations, technology to culture – to better deliver value to their customers. In 2017, we compiled the top 10 trends leaders needed to know when it came to their digital transformation journey. In this 10-week […]

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[Guide] Modernize Your Digital Omni-channel Contact Centers

The marriage of traditional customer communication channels like phone calls and emails with modern, digital channels such as social media, mobile apps, and AI bots has created new opportunities and venues for customers to interact with businesses. This increase in customer touchpoints can lead to more sales and brand loyalty, but it also gives businesses […]

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[Guide] Top 15 Financial Services Trends For 2017

While we can’t always be certain which trends the new year will bring, we can offer predictions based on our conversations with industry executives and our customers, looking at what companies have accomplished in the past year, and the initiatives they already have in place for the future. In fact, that’s exactly how we compiled […]

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Despite Headlines, Banks Continue To Open Physical Branches

Several months ago, I mentioned how Bank of America Chairman and CEO Brian Moynihan believes that the need to be omni-channel is one of the keys to success for a bank that operates today. He said, “Despite people saying ‘I never go into a branch,’ they all do.” While there’s a lot of talk about […]

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Lloyds Eliminates Jobs And Branches In Favor Of Digital Services

Lloyds Banking Group, a company with 30 million customers under several brands, including Lloyds Bank, Bank of Scotland, and Halifax, has put forth additional cost-saving measures to help the company weather poor economic conditions and to better meet customer expectations. On top of the 9,000 jobs and 200 retail branches the bank outlined to eliminate […]

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BofA CEO Shares 3 Keys To Success For Today’s Banks

Dennis K. Berman, financial editor of The Wall Street Journal, asked one of the simplest, yet greatest questions anyone could ask an executive at a major financial institution. During WSJ’s CFO Network conference, he asked Bank of America Chairman and CEO Brian Moynihan the following: “If you were building a bank today from scratch, what […]

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IBM Amplify-Engaging Customers and Communities in Context Keynote

IBM’s Amplify conference featured a digital experience keynote on adaptive experiences which engage customers in context with several prominent speakers.  These included: Gene Phifer, VP, Distinguished Analyst, Gartner Deloss Schertz, Director Enterprise Strategic Application Services, Konica Minolta Business Solutions U.S.A., Inc Gary Dolsen, IBM, Vice President, Strategy and Offering Management, Digital Experience Rob Enright, IBM […]

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Amplify 2015: IBM Omni-Channel Marketing Strategy and Roadmap

IBM’s Arlen van der Broek talked about IBM’s strategy for omni-channel marketing. Some of the new solutions will include Hybrid, big data, open API framework, data integration and syndication, and true message orchestration. IBM has a set of tools that work on premise. These are known as IBM Marketing Software. IBM is introducing IBM Marketing […]

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WebSphere Commerce: Omni-Channel Experience

What is Omni-Channel? Have you heard of Multi-Channel and Omni-Channel? Why e-Commerce retailers are moving towards Omni-Channel implementation? Let’s understand what it is and why it is important. Today’s tech savvy and smart shoppers expect the same price, the same merchandise, same promotions and discounts across every channel, regardless of how they come into contact […]

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5 Spooktacular Fintech Trends for October

Trying to stay ahead of the curve when it comes to IT issues is a challenging task. Emerging technology forces in the financial services industry are already impacting business. The convergence of these forces does present challenges; however, it also provides a window of opportunity for financial institutions to elevate business performance and gain a […]

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Perficient Unveils Payments Toolkit as Money2020 Primer

Perficient is pleased to announce the arrival of our much anticipated “Emerging Payments Toolkit” just in time for Money2020 this week.  Get the payments tools, knowledge and strategies you need to engage customers with a leading mobile banking experience or make omni-channel retailing a reality for today’s digital consumer. Register online to download this one-stop […]

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Featured “Future of Payments” Panelist – Jim Marous

Perficient is pleased to have bank marketing thought leader and blogger, Jim Marous (@JimMarous), as a panelist in our upcoming “Future of Payments” Hangout. Jim is the author of Bank Marketing Strategy, a Readers’ and Editors’ Choice blog as voted on by Financial Brand readers. Jim is an industry leading direct marketing strategist and business developer at New […]

Read more Perficient Prepares FIs for Omnichannel Shift

This piece originally featured on as part of their Briefing Room podcast series featuring Mike Panzarella, director of financial services at Perficient. “Perficient Prepares FIs for Omnichannel Shift” Story by Pete Risso, Financial Writer Omnichannel is fast becoming one of the hottest buzzwords in the payments industry, and for good reason: Recent data suggests […]

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Systems of Engagement are Key Enablers for Omnibanking

Omni-channel is probably one of the hottest buzzwords in the retail industry and we’re starting to see it spill over into other industries like financial services.  Omni-channel opens up the doors for organizations to attract and satisfy customers by engaging with them on a whole new level as they become more tech savvy and engage […]

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