Today, you have the ability to connect customer insights with digital technologies to transform the customer experience and deliver significant business value.
The best customer experience is one that occurs across the entire lifecycle — from unknown prospects to existing and highly profitable customers.
Customer experience spans all channels from mobile to social to in-store promotions, and when executed effectively unifies a brand’s touch points into a cohesive, differentiated experience.
Our second session in Perficient’s Digital Transformation webinar series covered:
-What customer experience is, and why it drives digital transformation
-How to plan for customer experience within the context of your digital transformation initiatives
-Highlights and case examples from industry leaders in customer experience
-How to define maturity levels to help you assess your organization's customer experience – strengths, gaps and outline next steps
Build a Mobile Foundation to Drive Digital Transformation InitiativesPerficient, Inc.
Mobile has been adopted faster than any consumer technology in history. In an always-on, always-connected world we expect the information we want to be available whenever and wherever we want it. As customer expectations rise, you need to change the way you work and engage with them.
While highly engaging user experiences are critical, you’re often faced with aging technologies on supporting back-end systems that can hinder innovation. You’re challenged to transform the mobile experience by delivering high-quality, secure and scalable mobile experiences quickly.
Our webinar covered:
-Top mobile trends that are driving digital transformation and delivering significant business value
-Key process and architecture improvements that speed development and ensure stable, scalable, and secure mobile services
-Tips for establishing a flexible mobility strategy and architecture for app development, mobile app management, mobile device management, and integration approaches
The Internal Impacts of a Digital Transformation: How to Effectively Manage C...Perficient, Inc.
Digital transformation sends ripples of change through your organization that not only mandate a focus on customer-facing systems, but that also trigger an internal transformation touching on culture, collaboration, and knowledge. This creates the foundation upon which your company builds great customer experiences.
In this webinar, our experts covered four key considerations that impact your internal digital transformation and discussed best practices for addressing each.
Corporate Culture: Why it’s important to create a culture amenable to change.
Collaboration: Why a great intranet and enterprise social networks will enhance your ability to communicate, roll out new products, and more.
Knowledge: How knowledge differs from information, and how identifying and leveraging both will shorten response times and improve customer experiences.
Managing Change: Tips and tricks for managing the internal change brought about by a digital transformation.
Cashing in on Mobile Payments with a Winning StrategyPerficient, Inc.
Is your organization ready to execute on new thinking in payments? Does your infrastructure accelerate time-to-market for new services? The boom in smart phone sales and mobile usage is changing the way consumers pay for products and gain access to new banking services.
Perficient will help you navigate these paradigm shifts and address the technologies reshaping the payments ecosystem that will drive your digital strategies. You'll learn about:
A holistic view of the payments value chain - banking and retail
A technical review of evolving payment architectures
How you can provide innovative service utilities for greater consumer adoption
Framework enablers to support rapidly growing transaction volumes
Adapting your existing payment models to support the omni-channel experience
Advanced Analytics for Asset Management with IBMPerficient, Inc.
Extreme volumes of machine data, such as process control logs, asset inspection records and part quality data are created each day. Companies must analyze patterns and interactions within this data to create a total view of their operational processes.
In this webinar, our experts discussed how IBM is enabling companies to proactively address maintenance and asset management challenges with advanced analytics solutions:
-Determine root causes of failure based on usage and wear characteristics
-Analyze component and environmental data to reduce time to identify quality issues
-Identify conditions to optimize maintenance and inventory management
-Monitor, maintain and optimize assets for better supply chain availability
Our webinar covered an introduction to predictive maintenance, analytics use cases for asset management, and IBM Maximo integration with analytics solutions.
How PIH Is Using Office 365 to Improve Global CollaborationPerficient, Inc.
Partners In Health (PIH) is a Boston-based nonprofit that delivers high-quality health care and serves impoverished communities around the world. Given its mission, resource allocation at PIH has always prioritized the needs of people over systems.
With communication systems becoming expensive to maintain and increasingly deficient, PIH decided to migrate to Microsoft Office 365, giving them a reliable and secure communication toolbox.
Along with Dave Mayo, CIO at Partners In Health, our experts covered:
-How adopting a consolidated, reliable platform for colleague interactions enables PIH to more effectively improve the quality of health and needs of underserved populations
-The process of moving 1500 users to the cloud, including a transition to Exchange Online for company-wide communication, Azure-hosted ADFS for identity management, and SharePoint Online for document storage and collaboration
-The importance of organizational change management to deploy Office 365
Using the Right Content Strategy to Create a Personalized Digital ExperiencePerficient, Inc.
Content is much more than just static website copy - it's articles, blog posts, comments, video, audio, images and infographics. Content created to fuel a personalized experience represents only one aspect of an overall view of the customer. It's imperative for marketers to resonate with their target demographics by creating relevant content to help build relationships with existing and potential customers.
Creating a strategy for what content type to use where will help you personalize and enrich a user's digital experience. In this slideshare, we walk you through some key content strategies, best practices and ways to create great content to keep your users coming back. We also discuss how tools like Sitecore can help drive the personalized digital experience.
Actionable Data: Mastering the Hybrid Analytics MixPerficient, Inc.
With an increase in the adoption of cloud applications, most organizations today are in some form of hybrid state (i.e. using a combination of on-premise and cloud applications to run their business). Regardless of where the data resides, you need a complete view of the company spanning across different parts of the business, combining insightful data across both onsite and public cloud instances.
In this webinar, we looked at multiple approaches that organizations have successfully used to consolidate data from multiple cloud and on-premise applications and to perform seamless analytics across these varied data sources.
Build a Mobile Foundation to Drive Digital Transformation InitiativesPerficient, Inc.
Mobile has been adopted faster than any consumer technology in history. In an always-on, always-connected world we expect the information we want to be available whenever and wherever we want it. As customer expectations rise, you need to change the way you work and engage with them.
While highly engaging user experiences are critical, you’re often faced with aging technologies on supporting back-end systems that can hinder innovation. You’re challenged to transform the mobile experience by delivering high-quality, secure and scalable mobile experiences quickly.
Our webinar covered:
-Top mobile trends that are driving digital transformation and delivering significant business value
-Key process and architecture improvements that speed development and ensure stable, scalable, and secure mobile services
-Tips for establishing a flexible mobility strategy and architecture for app development, mobile app management, mobile device management, and integration approaches
The Internal Impacts of a Digital Transformation: How to Effectively Manage C...Perficient, Inc.
Digital transformation sends ripples of change through your organization that not only mandate a focus on customer-facing systems, but that also trigger an internal transformation touching on culture, collaboration, and knowledge. This creates the foundation upon which your company builds great customer experiences.
In this webinar, our experts covered four key considerations that impact your internal digital transformation and discussed best practices for addressing each.
Corporate Culture: Why it’s important to create a culture amenable to change.
Collaboration: Why a great intranet and enterprise social networks will enhance your ability to communicate, roll out new products, and more.
Knowledge: How knowledge differs from information, and how identifying and leveraging both will shorten response times and improve customer experiences.
Managing Change: Tips and tricks for managing the internal change brought about by a digital transformation.
Cashing in on Mobile Payments with a Winning StrategyPerficient, Inc.
Is your organization ready to execute on new thinking in payments? Does your infrastructure accelerate time-to-market for new services? The boom in smart phone sales and mobile usage is changing the way consumers pay for products and gain access to new banking services.
Perficient will help you navigate these paradigm shifts and address the technologies reshaping the payments ecosystem that will drive your digital strategies. You'll learn about:
A holistic view of the payments value chain - banking and retail
A technical review of evolving payment architectures
How you can provide innovative service utilities for greater consumer adoption
Framework enablers to support rapidly growing transaction volumes
Adapting your existing payment models to support the omni-channel experience
Advanced Analytics for Asset Management with IBMPerficient, Inc.
Extreme volumes of machine data, such as process control logs, asset inspection records and part quality data are created each day. Companies must analyze patterns and interactions within this data to create a total view of their operational processes.
In this webinar, our experts discussed how IBM is enabling companies to proactively address maintenance and asset management challenges with advanced analytics solutions:
-Determine root causes of failure based on usage and wear characteristics
-Analyze component and environmental data to reduce time to identify quality issues
-Identify conditions to optimize maintenance and inventory management
-Monitor, maintain and optimize assets for better supply chain availability
Our webinar covered an introduction to predictive maintenance, analytics use cases for asset management, and IBM Maximo integration with analytics solutions.
How PIH Is Using Office 365 to Improve Global CollaborationPerficient, Inc.
Partners In Health (PIH) is a Boston-based nonprofit that delivers high-quality health care and serves impoverished communities around the world. Given its mission, resource allocation at PIH has always prioritized the needs of people over systems.
With communication systems becoming expensive to maintain and increasingly deficient, PIH decided to migrate to Microsoft Office 365, giving them a reliable and secure communication toolbox.
Along with Dave Mayo, CIO at Partners In Health, our experts covered:
-How adopting a consolidated, reliable platform for colleague interactions enables PIH to more effectively improve the quality of health and needs of underserved populations
-The process of moving 1500 users to the cloud, including a transition to Exchange Online for company-wide communication, Azure-hosted ADFS for identity management, and SharePoint Online for document storage and collaboration
-The importance of organizational change management to deploy Office 365
Using the Right Content Strategy to Create a Personalized Digital ExperiencePerficient, Inc.
Content is much more than just static website copy - it's articles, blog posts, comments, video, audio, images and infographics. Content created to fuel a personalized experience represents only one aspect of an overall view of the customer. It's imperative for marketers to resonate with their target demographics by creating relevant content to help build relationships with existing and potential customers.
Creating a strategy for what content type to use where will help you personalize and enrich a user's digital experience. In this slideshare, we walk you through some key content strategies, best practices and ways to create great content to keep your users coming back. We also discuss how tools like Sitecore can help drive the personalized digital experience.
Actionable Data: Mastering the Hybrid Analytics MixPerficient, Inc.
With an increase in the adoption of cloud applications, most organizations today are in some form of hybrid state (i.e. using a combination of on-premise and cloud applications to run their business). Regardless of where the data resides, you need a complete view of the company spanning across different parts of the business, combining insightful data across both onsite and public cloud instances.
In this webinar, we looked at multiple approaches that organizations have successfully used to consolidate data from multiple cloud and on-premise applications and to perform seamless analytics across these varied data sources.
Console Power Productive Agents and Happy CustomersPerficient, Inc.
Take a deep dive into the core principles of building a great customer service agent experience with the Salesforce Console. During the webinar, our experts outlined the net impact of productivity metrics and customer satisfaction when the Salesforce Console is properly aligned with your company’s objectives.
We will also cover several key features, benefits and best practices for improving results with the new Agent Console:
-Easily spot important fields on records
-Limit switching between pages
-Quickly jot notes, actions and log interactions for each interaction
-Chat with customers in real time by integrating with Live Agent (Service Cloud only)
The session was packed with practical tips and insights from our real-world implementation experience.
Marketers are learning that today's more advanced content management systems (CMS) provide flexible, full-featured and easy-to-use tools to make frequent and rapid content edits without IT involvement. Modern content management systems make it easier to improve search engine visibility and provide powerful ways to engage website visitors.
This presentation explains how Perficient's Sitecore CMS implementation optimized Perficient.com and enabled the delivery of fresh, engaging content to our visitors. Within a year of the site re-launch, Perficient experienced a 142% increase in traffic to the site, while blog visits have increased 95% and white paper downloads have increased 113%.
Increasing Business Agility with Platform-as-a-ServicePerficient, Inc.
Cloud has become a popular tool, representing a much larger problem domain that encompasses:
Consumerization of IT via smartphones and tablets
Knowledge of smartest and best solutions available to the enterprise at a reasonable cost
Inclusive scale, performance and availability for enterprise applications at no additional cost
Value-based products and services with nominal cost for change
These four factors drive business agility, which is the number one reason businesses are considering cloud according to Gartner Group. Still, for many, cloud represents an intangible entity requiring tangible examples to bring the value proposition to life.
Learn how you can:
Leverage emerging IT capabilities afforded by cloud, PaaS and DevOps automation
Demonstrate the speed and ease with which you can deploy modern cloud applications across multiple cloud service providers
Drive agility within your organization with cloud solutions
Harness the Power of Your Digital Marketing Tool BoxPerficient, Inc.
Core to any digital transformation effort are the tools used to create, manage, and deliver a digital experience. This foundation helps you create great experiences that stand out from your competition, gain brand recognition, and improve interactions with customers.
Our experts demonstrated how web content management tools are being used to deliver amazing digital experiences across web, mobile, commerce and social that support your overall digital transformation strategy.
Discover how best-in-class companies are harnessing the power of these tools and learn:
-Key components in a digital transformation toolbox from web content management, user analytics and personalized content, to marketing tools and social interactions
-How this tool box helps to attract, engage, and enable customer feedback
-How web content management tools support your digital transformation efforts through content marketing and publishing, content tagging, search engine optimization, and more
-Ways that companies are integrating these transformative tools to provide a wealth of information so you can continually improve the digital experience
Lower Total Cost of Care and Gain Valuable Patient Insights through Predictiv...Perficient, Inc.
Learn how predictive analytics for healthcare can enable your organization to make proactive decisions that can have a profound impact for both patients and care providers. We discuss current and emerging healthcare trends and the positive impact that predictive analytics can have on your organization by:
Optimizing Resource Utilization: Better allocate nurses, clinicians, diagnostic machinery and other resources by predicting future admission volumes
Enhancing Patient Care: Proactively treat patients by more accurately predicting the chance of a chronic condition or the response to medications and therapies
Improving Clinical Outcomes: Analyze treatment success rates to improve treatment plans, minimizing complications and readmissions
Increasing Income and Revenue: Prevent fraudulent behavior and identify opportunities to collect missing income
Increase Contact Center Performance with Google Search and Salesforce Service...Perficient, Inc.
In this slideshare, discover how a progressive information protection company effectively engages and responds to customers across all interaction channels using Google Search Appliance and Salesforce to provide the utmost in customer care.
You'll learn how:
Leading call/contact center performers are improving first call resolution rates to increase efficiency
Customers can easily help themselves via search
Companies are reducing costs by up to 25% per customer service representative using the Google Search Appliance
Agents are reducing average call time by nearly 20% by quickly finding the information they need
B2B Customer Experience: 6 Keys to Drive Change and Digitally TransformPerficient, Inc.
A positive growth trend in B2B eCommerce is being driven by customer demand for convenience, cross-channel services, and an experience that delights. Digitally transforming the customer experience is critical to growth, but many organizations don’t know where to start.
B2B companies must realize that the digital customer experience will determine success or failure. Fortunately, Perficient has you covered – with expertise leveraging and integrating many of the leading marketing and commerce platform solutions to deliver extraordinary digital experiences.
Our webinar covered:
-Why customer experience management needs to be a keystone of your corporate strategy
-Key success factors to help you transform the B2B customer experience, including: personalization, search, mobile, content, user experience and more
-How to create a digital commerce roadmap with channels for all personas in your organization
-How Sitecore and InsiteCommerce provide consistent front-end marketing experiences with deep transaction system integration on the back end
Move from Business Intelligence to Advanced Analytics by Integrating IBM SPSS...Perficient, Inc.
Standard business intelligence reports and dashboards are effective tools to describe the state of your organization or department. However, there are many questions that these tools cannot address, such as:
Why is this happening?
How will my organization be impacted if these trends continue?
What will happen next?
How can we change the outcome of this situation?
Advanced analytics tools are necessary to accurately and quickly address these questions through statistical analysis, forecasting, predictive modeling and intelligent optimization. By integrating advanced analytics solutions with existing business intelligence platforms, your organization will be better positioned to extract actionable insight from your data to gain a true competitive advantage.
Learn how your organization can extend its business intelligence investments in IBM Cognos TM1 by integrating with IBM's leading advanced analytics platform, SPSS. We'll discuss the capabilities of TM1 and SPSS, integration methodologies and strategies, and demo an integrated analytics environment.
The Connected Consumer in 2015 and Beyond: What You Need to Know, What You Ne...Perficient, Inc.
For consumer products manufacturers and their retail partners, bricks and clicks are no longer separate. Digital access is pervasive as consumers rapidly and readily adopt new technology and connective communications in their quest for a more complete relationship with the brands they trust and the products and services they need and want. The connected consumer space is enabling brands to reshape how they position and characterize themselves in the market and even to decide what products should be brought to market.
Our experts presented a retrospective of what we’ve seen and a perspective on what’s to come in 2015 as we look at the consumer products and retail market and discuss what’s working, what’s not and what you need to know, including:
-Seven business and technology capabilities you must have, not just to survive, but to thrive
-How to assess your readiness for competing to capture the attention and the business of the connected consumer
-Why reflecting on your “true purpose” is no less important than the data you’re collecting and analyzing
How Lamar Created an Engaging and Mobile WebsitePerficient, Inc.
In these slides you will learn how Lamar is:
Increasing customer awareness, allowing Lamar to address the needs of customers in local markets and at the national level
Reducing time to market for new content and communications, enabling continuous improvement of the websites
Strengthening its brand and creating a more cohesive look and feel across the corporate website as well as more than 150 office sites
Empowering each of its local offices with a dedicated sub-site containing information specific to the market
Yammer External Networks: Engaging Customers and Partners Perficient, Inc.
Yammer has distinguished itself as an enterprise social network on the inside of organizations, but its potential for engaging external customers, partners and vendors remains largely unnoticed. Most organizations have yet to tap into Yammer's ability to extend its features outside of the company walls.
Find out how Yammer is redefining the traditional external network, and how its ease of adoption, powerfully interactive style of information sharing and governance tools combine with mobile accessibility and the power of the cloud to deliver social, secure and world-class external collaboration.
SharePoint as a Platform in a Highly Regulated Environment Perficient, Inc.
During this webinar, Perficient presents a case study on leveraging Microsoft SharePoint 2010 as a solution platform in a highly regulated clinical drug trial environment to reduce paper and manual processes and adhere to compliance requirements while increasing efficiencies.
The presentation discusses key components of the SharePoint solution, which include:
Workflows and management of user queues to reduce manual processes and increase throughput
Logging and event history that support compliance and customer reporting based on the FDA’s rigorous 21 CFR Part 11
Document management supporting version control and user access throughout business processes
Permissions and security that integrate to existing systems such as Active Directory
Interactive meeting spaces and management of online meetings across multiple users and security roles
Dashboards and reporting that support business processes and proactive user interaction
Integration to internal and external clinical systems
Internal (intranet) and external (extranet and internet) customer support
Whether your enterprise is new to SharePoint or has been utilizing the platform for some time, this recorded webinar will offer valuable insight on the challenges and lessons learned when leveraging SharePoint as a solution platform and an electronically based compliance solution in a highly regulated environment.
3 Ways to Implement a Clinical Trial Management SystemPerficient, Inc.
A clinical trial management system (CTMS) can be a real lifesaver when it comes to managing studies. But the implementation process can be a huge headache if not handled well. Don’t let that headache happen to you!
Perficient’s Param Singh, director of clinical trial management solutions, discussed three approaches to implementing a CTMS. He covered the pros and cons of each approach, as well as what factors to consider when choosing the right approach for your organization.
Creating a Successful API Program to Drive Digital TransformationPerficient, Inc.
API management is a driving discipline in the digital transformation movement that can unlock tremendous business value. Because APIs intersect at IT and the business, it’s important to understand how they can be used. APIs can connect inventory management with resource planning for better operational efficiency, integrate with partner organizations for increased sales, and push data to and from a mobile device for the connected enterprise and consumer. The core concepts of APIs are technical in nature, but their business applications are almost limitless.
Creating a successful API program goes way beyond choosing the right tool. The supporting components and disciplines (some tried and true and some emerging) around API management are a critical component of the comprehensive picture.
In this webinar, we discussed:
-The building blocks of a strong API program
-How to get executive buy-in
-Supporting components and disciplines of API management
-How APIs help to build a world-class digital business
Celsius Cloud is the answer for every role in Marketing and Sales teams: understand your Marketing Data and identify the best Sales Opportunities.
It provides with ongoing data integration with CRM, Marketing Automation, Finance, Events and any other touchpoint file and builds, cleans, deduplcates and enhances the data in order to build a comprehensive Marketing database
CIO & CMO Convergence: Microsoft for Cloud, Social and Mobile ESNsPerficient, Inc.
We take a look at today's enterprise social network and discuss related topics, including:
What defines an enterprise social network and where is the true value
Key CIO and CMO considerations for successful collaboration, and how the evolving ESN supports these goals
How SharePoint, the cloud and Yammer fit into the equation
Considerations like mobility and responsive design
How the evolution of Microsoft equates to more success with enterprise social networks and the cloud
10 Things to Consider When Building a CTMS Business CasePerficient, Inc.
Sponsors and research organizations are often tasked with building a business case for a clinical trial management system (CTMS) before they even evaluate the various solutions in the marketplace.
After multiple successful Oracle Siebel CTMS implementations, Perficient has identified 10 ways you can benefit from a CTMS solution.
In this slideshare we share information that you can leverage as you develop a business case for a CTMS.
We also demonstrate the two most popular CTMS benefits and corresponding features.
SharePoint 2013 Search & Social - What You Need to Know!Perficient, Inc.
Description: A lot can be said about SharePoint 2013 when it comes to enterprise search and social. By putting internet-class search power in the hands of business users, SharePoint 2013’s new search features stand ready to power the next generation of internet and intranet search solutions.
In this webinar we’ll cover key components of designing and delivering optimal search experiences, while also exploring the platform’s social collaboration capabilities:
SharePoint 2013’s new search and social features
How search goes social in the new release
How to identify which social features will bring value to your organization - both now and in the future
Using SharePoint 2013 search to enhance knowledge sharing in your organization
The customer journey could essentially be divided into 7 elements. We’ll touch upon the issue of ‘Privacy’ and how one balance social and commercial value. Practical examples of
customer analytics at its best will be discussed as well as the importance of the eco-system.
Why do companies need to manage the entire customer experience? New analysis reveals that the entire customer journey - the series of interactions with a brand - is more important than any single touchpoint experience. Leading companies identify and effectively manage a few "key journeys." When companies perfect managing the entire customer journey, they reap significant benefits—including enhanced customer and employee satisfaction, reduced customer churn, increased revenue, lower costs, improved organizational collaboration, and competitive advantage. Presented at the Harvard Business Review webinar. For more on customer decision journeys: http://mckinseyonmarketingandsales.com/topics/customer-decision-journey
Console Power Productive Agents and Happy CustomersPerficient, Inc.
Take a deep dive into the core principles of building a great customer service agent experience with the Salesforce Console. During the webinar, our experts outlined the net impact of productivity metrics and customer satisfaction when the Salesforce Console is properly aligned with your company’s objectives.
We will also cover several key features, benefits and best practices for improving results with the new Agent Console:
-Easily spot important fields on records
-Limit switching between pages
-Quickly jot notes, actions and log interactions for each interaction
-Chat with customers in real time by integrating with Live Agent (Service Cloud only)
The session was packed with practical tips and insights from our real-world implementation experience.
Marketers are learning that today's more advanced content management systems (CMS) provide flexible, full-featured and easy-to-use tools to make frequent and rapid content edits without IT involvement. Modern content management systems make it easier to improve search engine visibility and provide powerful ways to engage website visitors.
This presentation explains how Perficient's Sitecore CMS implementation optimized Perficient.com and enabled the delivery of fresh, engaging content to our visitors. Within a year of the site re-launch, Perficient experienced a 142% increase in traffic to the site, while blog visits have increased 95% and white paper downloads have increased 113%.
Increasing Business Agility with Platform-as-a-ServicePerficient, Inc.
Cloud has become a popular tool, representing a much larger problem domain that encompasses:
Consumerization of IT via smartphones and tablets
Knowledge of smartest and best solutions available to the enterprise at a reasonable cost
Inclusive scale, performance and availability for enterprise applications at no additional cost
Value-based products and services with nominal cost for change
These four factors drive business agility, which is the number one reason businesses are considering cloud according to Gartner Group. Still, for many, cloud represents an intangible entity requiring tangible examples to bring the value proposition to life.
Learn how you can:
Leverage emerging IT capabilities afforded by cloud, PaaS and DevOps automation
Demonstrate the speed and ease with which you can deploy modern cloud applications across multiple cloud service providers
Drive agility within your organization with cloud solutions
Harness the Power of Your Digital Marketing Tool BoxPerficient, Inc.
Core to any digital transformation effort are the tools used to create, manage, and deliver a digital experience. This foundation helps you create great experiences that stand out from your competition, gain brand recognition, and improve interactions with customers.
Our experts demonstrated how web content management tools are being used to deliver amazing digital experiences across web, mobile, commerce and social that support your overall digital transformation strategy.
Discover how best-in-class companies are harnessing the power of these tools and learn:
-Key components in a digital transformation toolbox from web content management, user analytics and personalized content, to marketing tools and social interactions
-How this tool box helps to attract, engage, and enable customer feedback
-How web content management tools support your digital transformation efforts through content marketing and publishing, content tagging, search engine optimization, and more
-Ways that companies are integrating these transformative tools to provide a wealth of information so you can continually improve the digital experience
Lower Total Cost of Care and Gain Valuable Patient Insights through Predictiv...Perficient, Inc.
Learn how predictive analytics for healthcare can enable your organization to make proactive decisions that can have a profound impact for both patients and care providers. We discuss current and emerging healthcare trends and the positive impact that predictive analytics can have on your organization by:
Optimizing Resource Utilization: Better allocate nurses, clinicians, diagnostic machinery and other resources by predicting future admission volumes
Enhancing Patient Care: Proactively treat patients by more accurately predicting the chance of a chronic condition or the response to medications and therapies
Improving Clinical Outcomes: Analyze treatment success rates to improve treatment plans, minimizing complications and readmissions
Increasing Income and Revenue: Prevent fraudulent behavior and identify opportunities to collect missing income
Increase Contact Center Performance with Google Search and Salesforce Service...Perficient, Inc.
In this slideshare, discover how a progressive information protection company effectively engages and responds to customers across all interaction channels using Google Search Appliance and Salesforce to provide the utmost in customer care.
You'll learn how:
Leading call/contact center performers are improving first call resolution rates to increase efficiency
Customers can easily help themselves via search
Companies are reducing costs by up to 25% per customer service representative using the Google Search Appliance
Agents are reducing average call time by nearly 20% by quickly finding the information they need
B2B Customer Experience: 6 Keys to Drive Change and Digitally TransformPerficient, Inc.
A positive growth trend in B2B eCommerce is being driven by customer demand for convenience, cross-channel services, and an experience that delights. Digitally transforming the customer experience is critical to growth, but many organizations don’t know where to start.
B2B companies must realize that the digital customer experience will determine success or failure. Fortunately, Perficient has you covered – with expertise leveraging and integrating many of the leading marketing and commerce platform solutions to deliver extraordinary digital experiences.
Our webinar covered:
-Why customer experience management needs to be a keystone of your corporate strategy
-Key success factors to help you transform the B2B customer experience, including: personalization, search, mobile, content, user experience and more
-How to create a digital commerce roadmap with channels for all personas in your organization
-How Sitecore and InsiteCommerce provide consistent front-end marketing experiences with deep transaction system integration on the back end
Move from Business Intelligence to Advanced Analytics by Integrating IBM SPSS...Perficient, Inc.
Standard business intelligence reports and dashboards are effective tools to describe the state of your organization or department. However, there are many questions that these tools cannot address, such as:
Why is this happening?
How will my organization be impacted if these trends continue?
What will happen next?
How can we change the outcome of this situation?
Advanced analytics tools are necessary to accurately and quickly address these questions through statistical analysis, forecasting, predictive modeling and intelligent optimization. By integrating advanced analytics solutions with existing business intelligence platforms, your organization will be better positioned to extract actionable insight from your data to gain a true competitive advantage.
Learn how your organization can extend its business intelligence investments in IBM Cognos TM1 by integrating with IBM's leading advanced analytics platform, SPSS. We'll discuss the capabilities of TM1 and SPSS, integration methodologies and strategies, and demo an integrated analytics environment.
The Connected Consumer in 2015 and Beyond: What You Need to Know, What You Ne...Perficient, Inc.
For consumer products manufacturers and their retail partners, bricks and clicks are no longer separate. Digital access is pervasive as consumers rapidly and readily adopt new technology and connective communications in their quest for a more complete relationship with the brands they trust and the products and services they need and want. The connected consumer space is enabling brands to reshape how they position and characterize themselves in the market and even to decide what products should be brought to market.
Our experts presented a retrospective of what we’ve seen and a perspective on what’s to come in 2015 as we look at the consumer products and retail market and discuss what’s working, what’s not and what you need to know, including:
-Seven business and technology capabilities you must have, not just to survive, but to thrive
-How to assess your readiness for competing to capture the attention and the business of the connected consumer
-Why reflecting on your “true purpose” is no less important than the data you’re collecting and analyzing
How Lamar Created an Engaging and Mobile WebsitePerficient, Inc.
In these slides you will learn how Lamar is:
Increasing customer awareness, allowing Lamar to address the needs of customers in local markets and at the national level
Reducing time to market for new content and communications, enabling continuous improvement of the websites
Strengthening its brand and creating a more cohesive look and feel across the corporate website as well as more than 150 office sites
Empowering each of its local offices with a dedicated sub-site containing information specific to the market
Yammer External Networks: Engaging Customers and Partners Perficient, Inc.
Yammer has distinguished itself as an enterprise social network on the inside of organizations, but its potential for engaging external customers, partners and vendors remains largely unnoticed. Most organizations have yet to tap into Yammer's ability to extend its features outside of the company walls.
Find out how Yammer is redefining the traditional external network, and how its ease of adoption, powerfully interactive style of information sharing and governance tools combine with mobile accessibility and the power of the cloud to deliver social, secure and world-class external collaboration.
SharePoint as a Platform in a Highly Regulated Environment Perficient, Inc.
During this webinar, Perficient presents a case study on leveraging Microsoft SharePoint 2010 as a solution platform in a highly regulated clinical drug trial environment to reduce paper and manual processes and adhere to compliance requirements while increasing efficiencies.
The presentation discusses key components of the SharePoint solution, which include:
Workflows and management of user queues to reduce manual processes and increase throughput
Logging and event history that support compliance and customer reporting based on the FDA’s rigorous 21 CFR Part 11
Document management supporting version control and user access throughout business processes
Permissions and security that integrate to existing systems such as Active Directory
Interactive meeting spaces and management of online meetings across multiple users and security roles
Dashboards and reporting that support business processes and proactive user interaction
Integration to internal and external clinical systems
Internal (intranet) and external (extranet and internet) customer support
Whether your enterprise is new to SharePoint or has been utilizing the platform for some time, this recorded webinar will offer valuable insight on the challenges and lessons learned when leveraging SharePoint as a solution platform and an electronically based compliance solution in a highly regulated environment.
3 Ways to Implement a Clinical Trial Management SystemPerficient, Inc.
A clinical trial management system (CTMS) can be a real lifesaver when it comes to managing studies. But the implementation process can be a huge headache if not handled well. Don’t let that headache happen to you!
Perficient’s Param Singh, director of clinical trial management solutions, discussed three approaches to implementing a CTMS. He covered the pros and cons of each approach, as well as what factors to consider when choosing the right approach for your organization.
Creating a Successful API Program to Drive Digital TransformationPerficient, Inc.
API management is a driving discipline in the digital transformation movement that can unlock tremendous business value. Because APIs intersect at IT and the business, it’s important to understand how they can be used. APIs can connect inventory management with resource planning for better operational efficiency, integrate with partner organizations for increased sales, and push data to and from a mobile device for the connected enterprise and consumer. The core concepts of APIs are technical in nature, but their business applications are almost limitless.
Creating a successful API program goes way beyond choosing the right tool. The supporting components and disciplines (some tried and true and some emerging) around API management are a critical component of the comprehensive picture.
In this webinar, we discussed:
-The building blocks of a strong API program
-How to get executive buy-in
-Supporting components and disciplines of API management
-How APIs help to build a world-class digital business
Celsius Cloud is the answer for every role in Marketing and Sales teams: understand your Marketing Data and identify the best Sales Opportunities.
It provides with ongoing data integration with CRM, Marketing Automation, Finance, Events and any other touchpoint file and builds, cleans, deduplcates and enhances the data in order to build a comprehensive Marketing database
CIO & CMO Convergence: Microsoft for Cloud, Social and Mobile ESNsPerficient, Inc.
We take a look at today's enterprise social network and discuss related topics, including:
What defines an enterprise social network and where is the true value
Key CIO and CMO considerations for successful collaboration, and how the evolving ESN supports these goals
How SharePoint, the cloud and Yammer fit into the equation
Considerations like mobility and responsive design
How the evolution of Microsoft equates to more success with enterprise social networks and the cloud
10 Things to Consider When Building a CTMS Business CasePerficient, Inc.
Sponsors and research organizations are often tasked with building a business case for a clinical trial management system (CTMS) before they even evaluate the various solutions in the marketplace.
After multiple successful Oracle Siebel CTMS implementations, Perficient has identified 10 ways you can benefit from a CTMS solution.
In this slideshare we share information that you can leverage as you develop a business case for a CTMS.
We also demonstrate the two most popular CTMS benefits and corresponding features.
SharePoint 2013 Search & Social - What You Need to Know!Perficient, Inc.
Description: A lot can be said about SharePoint 2013 when it comes to enterprise search and social. By putting internet-class search power in the hands of business users, SharePoint 2013’s new search features stand ready to power the next generation of internet and intranet search solutions.
In this webinar we’ll cover key components of designing and delivering optimal search experiences, while also exploring the platform’s social collaboration capabilities:
SharePoint 2013’s new search and social features
How search goes social in the new release
How to identify which social features will bring value to your organization - both now and in the future
Using SharePoint 2013 search to enhance knowledge sharing in your organization
The customer journey could essentially be divided into 7 elements. We’ll touch upon the issue of ‘Privacy’ and how one balance social and commercial value. Practical examples of
customer analytics at its best will be discussed as well as the importance of the eco-system.
Why do companies need to manage the entire customer experience? New analysis reveals that the entire customer journey - the series of interactions with a brand - is more important than any single touchpoint experience. Leading companies identify and effectively manage a few "key journeys." When companies perfect managing the entire customer journey, they reap significant benefits—including enhanced customer and employee satisfaction, reduced customer churn, increased revenue, lower costs, improved organizational collaboration, and competitive advantage. Presented at the Harvard Business Review webinar. For more on customer decision journeys: http://mckinseyonmarketingandsales.com/topics/customer-decision-journey
Content-Driven Commerce and its Impact on Digital TransformationPerficient, Inc.
Digital transformation requires evolution across all areas of the business in order to effectively engage customers at every touch point in the customer experience life cycle. Creating a great customer experience means focusing on all aspects of that experience from first touch through purchase and beyond.
eCommerce platforms continue to evolve and adapt as customers demand a more personalized buying experience. Join us as we highlight how the evolution of commerce solutions helps your digital transformation as you bridge the gap between digital marketing and the commerce experience.
In our webinar, our experts covered:
-The opportunities and benefits of blending content and commerce to optimize the customer experience
-How eCommerce platforms are evolving to enhance customer experience
-How to position your company to provide a compelling and integrated marketing and transactional customer experience
One of the underpinning fundamentals of any Customer Experience Management (CXM) initiative, is the production of a detailed and accurate Customer Experience Maturity Assessment (CXMA). This white paper explains why a CXMA is required, and outlines best practices for developing one.
Stop guessing colors! A system to help you build a UX Design color palette.UXPA International
Picking colors is often frustrating: so many options! Art history, cultural differences, color theory, brand guidelines, and usability inform our decisions.
This presentation offers a systematic approach to color for UX design. Based on value contrast first, we will approach color selection as a system, rather than a series of unrelated choices.
Orthofix Improves its Financial Close and Consolidations with Oracle Cloud (A...Perficient, Inc.
Orthofix International, a global medical device company and a legacy Hyperion Financial Management customer, needed to improve its overall close process, providing better tools to employees, and minimize its infrastructure footprint. They partnered with Perficient to implement Oracle Hyperion Account Reconciliation Cloud Service (ARCS) and Financial Close Cloud Service (FCCS) to perform account reconciliations and manage the close process.
Orthofix and Perficient leaders discussed the implementation including lessons learned, benefits realized, and how these new applications could also benefit your organization.
Customer Experience & User Experience - is the union greater than the sum of ...UXPA International
This presentation will bring to focus CX & UX disciplines and the synergies in their approach to solving customer problems. We will talk about a model where CX & UX disciplines will need to work together through shared processes and deliverables. The cooperation and coexistence of the groups allows for unifying experiences for customers across multiple channels and devices. There are internet retailers that carry your cart status across multiple devices, now imagine it’s a retailer with a brick and mortar along with a digital presence that can carry your cart across all of those channels. The union of CX & UX teams organizationally or from a process and deliverables standpoint can be beneficial for the two groups and the business. We will present the story of UX and CX groups coming together within our company to create organizational change to be focused on customers.
Cultivating Pharma Patient Relationships in the Digital EraPerficient, Inc.
Patients are more empowered than ever to be advocates for their own health, which has led to a dramatic shift in their expectations of pharmaceutical and medical device companies. Patients now expect these companies to provide them with the kind of personalized advice, support, and tools they used to only get from their physicians.
This shift has created a unique opportunity for life sciences organizations to develop a direct relationship with the consumers of their products. In this SlideShare, Param Singh, director of clinical operations solutions at Perficient, shows how organizations can use strategy, technology, and design to establish themselves as an integral part of a patient’s health.
Wie ideapreneure beziehungen über den vertrag hinaus nutzenHCL Technologies
Wenn Sie sorgfältig zwischen den Zeilen eines Vertrags lesen werden Sie Platz für eine Beziehung erkennen. Es ist diese Beziehung die uns dazu veranlasst über die Paragraphen A, B und C hinaus zu gehen.
In dieser Beziehung werden Sie Interaktionen mit Vertrauen, Transparenz und Flexibilität antreffen.
Wie Sie sehen, geht es in einer Beziehung nicht nur um das Unterzeichnen eines Vertrags zweier Parteien.
Es geht um das Zusammenkommen von Menschen, um das Schaffen von Ideen, Wert, und manchmal sogar Geschichte
This is a deck for the 90min workshop given at ACE! Conference (http://aceconf.com) in Krakow, Poland.
This workshop will explore some real life team situations that small teams and solo UX practitioners work in, walk you through a UX Strategy canvas thats small and agile enough to not feel like you're bringing 'process in for process sake', but powerful enough to actually track, measure and learn how to continuing building great products.
The goal of this talk is to arm every attendee with better tools and knowledge by creating a personalized plan for their UX practice. This workshop is less about generating design artifacts, and instead focused on ensuring the problems, assumptions and success criteria have been outlined that would then lead feed into how the designs would be created & iterated on.
ADMA Engage 2014 - bringing together UX design and CX strategyKrzysztof Piwowar
Bringing together user experience design with a customer experience
strategy
* Human-centred design as an integral part of customer
experience journey
* Bringing together principals of psychology, design and loyalty
to work towards understanding the customer better
* Designing and influencing customer perceptions of your
organisation
Partnering with Key Stakeholders in UX Strategyuxhow
Before your work will ever reach the end users you are designing for, there is another audience: stakeholders. As a User Experience (UX) professional, you need to partner effectively with product owners, engineers, executives and other key stakeholders.
UX Strategy is a term that has been around for quite a while but is often not really well understood or implemented in business. Some companies have dedicated UX teams while others have a single UX champion who is struggling to make sense or identify what UX means to their organisation. How can organisations start thinking about how to bake UX into how they work? This tutorial at UXPA 2015 in San Diego, CA, took a pragmatic look at deconstructing what UX and UX strategy means to organisations, and looked at a framework to provide practical strategies to help connect UX Strategy to Business Strategy with the aim of truly embedding user insights and user centered design into the culture of their organisations.
Rethink and Realign for Digital Transformation SuccessPerficient, Inc.
The drive towards digital transformation begins with the customer and extends far into the company, affecting every area of an organization from vision and strategy to architecture, technology, and operational changes. Digital transformation is a complex maze to navigate and requires rethinking and realigning your strategy and organization for success.
Perficient’s digital transformation strategists Michael Porter and David Stallsmith led a roundtable discussion with guest speaker Nigel Fenwick, Vice President and Principal Analyst covering digital business strategy with Forrester Research. The discussion focused on how companies must structure their organizations across people, process, and technology to achieve a successful digital transformation.
Our speakers touched on a broad range of topics from current trends, roadmaps, and technology you can use to create a better vision, to developing the proper tactics, strategy, and the benchmarks that will enable you to demonstrate value to your customers and your company.
Topics included:
• Crafting a vision that works for your company
• Understanding where you are on your journey
• Aligning executive vision with business and IT roles
• Making the business case for digital transformation
• Combining tactical projects with the digital transformation strategic vision
• Uncovering and managing technology gaps
Digital Transformation in 2015: Laying the Groundwork for SuccessPerficient, Inc.
Digital transformation is defined as, “The realignment of, or new investment in, technology and business models to more effectively engage digital customers at every touch point in the customer experience lifecycle.”
Digital transformation is driving the way you interact with customers across all channels. It touches all aspects of your business including cloud, customer experience, eCommerce, integration, CRM, digital marketing, mobile, collaboration, analytics and Big Data solutions.
To help you prepare, Perficient presents a webinar series focused on laying the groundwork for success with your digital transformation strategy.
Our webinar covered:
-What digital transformation is, and why it’s important
-The technologies driving digital transformation
-What governance, silo breakdown, and process changes are involved
-How to get started with your digital transformation initiative
Leverage Customer Data to Deliver a Personalized Digital ExperiencePerficient, Inc.
Extreme volumes of consumer data such as interests, behavioral patterns, and purchases are created each day across a variety of applications and devices. Companies must analyze these patterns and interactions to create a total view of their customer that incorporates more than simple demographics. This complete picture of the customer enables companies to provide personalized consumer experiences, meet the increasing demands of the marketplace, and ultimately prevent customer attrition.
Creating a personalized customer experience involves intuitive integration of all available data sources, prescribing the proper action through analytics and automatically tailoring the action through high-speed complex event processing. Many refer to this process as creating a 360-degree view of the customer, and achieving it requires a unified and comprehensive information governance strategy. Architecture, process, and skill sets must be aligned to achieve the responsiveness and accuracy that is required to meet customer expectations.
Our webinar covered:
-How to address the demands of the “Me” generation
-Pragmatic solutions and architecture approaches to the challenges of Big Data in motion and at rest
-The role of Big Data, analytics, events processing, and information management in personalized consumer interactions
-When, where, and how to process Big Data, and the issues surrounding the nebulous digital space
The drive towards digital transformation begins with the customer and extends far into the company, impacting every area of the organization from vision and strategy to architecture, technology, operations, and culture. While not insurmountable, these changes can be challenging.
Guest speaker Nigel Fenwick, an analyst with Forrester, and Michael Porter, Perficient’s principal strategic advisor, discussed the top 5 barriers to a successful digital transformation, and how some real-world companies have overcome them.
We covered five barriers to digital mastery and how to:
-Overcome functional silos and resource scarcity
-Deal with segregated customer data
-Address technical budgets that are in a downward spiral
-Move from a product-centered to a customer-centered approach to business
-Break down the IT and business barrier
Reimagine Your Business in a Digital-First World with MicrosoftPerficient, Inc.
Digital. The word is permeating every organization and industry today. Digitally transforming your business is increasingly critical to continued growth, but the path to digitalization isn’t always well-defined. What does reimagining your business in this digital age really mean?
You should be assessing your capabilities around the four “megatrends” of cloud, mobile, social, and analytics development, and creating a strategy and a road map to improve and differentiate core capabilities leveraging these digital technologies.
Our webinar demonstrated how you can use Microsoft technology to create a holistic digital transformation across the enterprise, and embrace the four megatrends to increase productivity, improve customer service, expand market share, and ultimately, increase revenue.
7 Capabilities of Companies That Are Killing It in CXPerficient, Inc.
Every organization is at a different stage of digital maturity, which directly affects its ability to deliver an exceptional customer experience (CX). To make the situation more challenging, customer expectations are increasing every day as Amazon, Google, and other innovators are setting a high bar for what consumers expect to see when they engage with a brand.
We’ve developed a model that identifies the seven core capabilities of the companies that are dominating CX. These are the things they do that set them far ahead of their competition and allow them to deliver killer customer experiences. In our webinar, we took a closer look at those seven capabilities, including:
-How you can help your company adopt and master the 7 characteristics of CX success
-How companies with exceptional experiences can continue to improve and adapt
Microsoft Dynamics 365 Customer Insights MasterclassCraig Ramsay
It’s impossible to build a thriving business without a complete understanding of your customer.
The session is designed to offer a practical guide to getting started with a Customer Data Platform (CDP).
Benefit from Kin + Carta’s 25+ years’ experience in harnessing data to build Single Customer Views and Customer Data Platforms, powering transformational CRM for brands such as Shell, Tesco Bank and Jaguar Land Rover.
Learn why Adobe acquired Marketo, how it fits into the stack, and understand whether or not it’s a solution that compliments your current digital environment.
How to Create a More Customer-Focused Commerce ModelPerficient, Inc.
As technology seeps into every corner of our daily lives, both consumers and B2B buyers readily turn to digital commerce to find exactly what they need. And, their expectations for companies to deliver top-notch experiences grow higher by the day. While some businesses have upped their game, others are struggling to respond and digitally transform to meet these expectations.
Guest speaker, Anjali Yakkundi, an analyst with Forrester, and Steve Gatto, Perficient Digital’s Commerce & DX specialist, delivered an informative session in which they explored three ways customer experiences are changing within commerce business models. They covered:
-The key factors to help transform your customer experience
-The importance of customer identity across all go-to-market strategies and channels
B2B Health Check: 5 Steps to eCommerce Fitness [WEBINAR]Four51, Inc.
Webinar Slides from 2/4/16 webinar
73% of B2B buyers now research at least half of their purchases online. Increasingly, they buy online as well. But too many of the websites of manufacturers, wholesalers and distributors aren’t in shape to make the most of this big opportunity to grow sales.
Today, agility, speed and rich features are what distinguish successful B2B e-commerce sites and empower them to deliver an online experience that mirrors what B2B buyers have come to expect from shopping retail websites.
From data management to streamlining key processes to mobile's role, this webinar will cover the tactics and technology online B2B sellers must prioritize to become best-in-class, driving sales and profits.
Hear from Aberdeen Group's Omer Minkara, Newegg's Ross Higgins, Four51's Chip House and Internet Retailer's Don Davis as we explore exactly what must be done to ensure your site is ready for 2016 and beyond.
Questions? Email marketing@four51.com
Going Digital helps you in your digital transformation journey.
We simplify the four technology pillars for an organization's digital transformation.
Founded by Sandeep Raut, a top 10 global digital transformation thought leader, influencer, and keynote speaker, GOING DIGITAL offers a wide range of digital transformation consulting services with the necessary tools and practical expertise to help grow your business.
Customer Experience in the Rise of the Digital Age — Atlanta XD Meeting 9/13/...Jeremy Johnson
During the recent XD Atlanta meeting: "Customer Experience in the Rise of the Digital Age" — I kicked off a leadership panel with this presentation focused on shifts in customer behavior as more products and services turn to digital.
Understand the What, Why & How of Digital Transformation Featuring 451 ResearchVMware Tanzu
Why did we hear so much about “Digital Transformation” in 2016, and frankly what does it mean? While it's easy to dismiss the phrase with an eye-roll, there's no better phrase to represent improving how IT is used to help drive business innovation...and the huge changes organizations must go through to be successful. This webinar with Nick Patience, Research Vice President for 451 Research's software team, and Michael Coté of Pivotal will discuss a pragmatic definition and approach to Digital Transformation as seen through the experiences of organizations who've lived through it.
Digital Transformation is about fundamentally rebuilding business and IT processes, not just about building apps. 451 Research defines Digital Transformation as “a result of IT innovation that is aligned with and driven by a well-planned business strategy, with the goal of transforming how organizations serve customers, employees and partners.” Some main features of a successful transformation include the ability to quickly react to market demands, and use information to make better decisions and serve constituents more effectively.
In this webinar Nick Patience of 451 Research and Pivotal’s Michael Cote will discuss:
- Why now is the time for Digital Transformation
- How the balance of power between customer and provider contributes to this new revolution
- Shifting priorities that require new practices and processes and the technical tools and platforms that support them
- Real-world examples of organizations that have been there (we’ll share all the gorey details, including what worked and didn't work for them)
View the webinar here: https://www.brighttalk.com/webcast/14891/242781
MavenVista is a one-stop solution for procurement management software and system. We deliver intuitive software solutions to control your procurement process with the experience of industry experts.
Accelerating Digital Business in a Cloud-First WorldPerficient, Inc.
According to research firm IDC, by 2018 more than 50% of enterprise IT infrastructures and software investments will be cloud based. What does that mean for you in a competitive landscape? Without a cloud foundation to drive digital transformation, your ability to compete will be crippled.
Guest speaker Gard Little, an IDC analyst, and Joel Thimsen, a director of cloud and DevOps at Perficient, launched our new Cloud First, Business-Driven webinar series, designed for line of business and IT leaders, exploring how to bring corporate strategies to life with the cloud.
Our cloud experts highlighted key findings of IDC research and shared Cloud First strategies for:
-Adopting a digital business mindset and customer-centric mantra
-Achieving business optimization and intelligence goals
-Overcoming organizational velocity challenges
-Accelerating new strategies and innovation
-Creating value and increasing profitability
Similar to How Customer Experience Drives Digital Transformation (20)
The world is quite a different place than it was six months ago, and with the 2020 holiday season fast approaching, the pressure is on to meet revenue goals in what’s been an uncertain year.
In August, we surveyed 154 marketing executives to find out what they think is likely to happen this holiday season and how they are preparing for it. The results are fascinating, and we’ve distilled them into clear actions you can take right now to adapt and prepare for a very different 2020 holiday season.
In this webinar, Eric Enge (Principal, Digital Marketing at Perficient) and Jim Hertzfeld (Chief Strategist, Digital at Perficient) discussed:
How marketers have already adapted and where they see the most opportunity moving forward
What will be different this holiday season and how to adjust your strategy accordingly
Ways to identify and meet changing customer expectations, wants, and needs
How to determine if your priorities or investments should change
What actions you can take right now to be successful
Transforming Pharmacovigilance Workflows with AI & Automation Perficient, Inc.
Medical information call centers have an opportunity to transform the way they capture, code, and analyze adverse events (AEs) and product quality complaints (PQCs) with artificial intelligence (AI) and automation.
The use of such innovative technology improves data quality and consistency, compliance, and operational efficiency. It helps reduce the frequency of your pharmacovigilance (PV) operations resources going home, saying, “I have more to do at the end of the day than I did when I started."
Our one-hour, on-demand webinar shows you how you can use AI and automation to turbo-charge your end-to-end PV system. Use cases and demonstrations will include:
Analyzing safety data
Auto-coding verbatim terms to official medical dictionary terms
Auto-creating an AE case in your database
Converting speech to text
The Secret to Acquiring and Retaining Customers in Financial ServicesPerficient, Inc.
Data, when leveraged effectively, can help you segment and target customers, analyze spending habits, and can create a personalized experience that builds value and customer loyalty.
Without a 360-degree view of your customers, you can’t properly target them with real-time personalized offers, advice, and other services. In addition, lack of customer intelligence creates lost opportunities for banks and insurers to cross-sell and upsell new products and services.
Our one-hour webinar covered how customer intelligence platforms can help you engage, acquire, and retain customers.
Oracle Strategic Modeling Live: Defined. Discussed. Demonstrated.Perficient, Inc.
The only thing certain about forecasting in a volatile economy is that the future is unpredictable. Historically, organizations have effectively utilized statistical techniques for short-term business planning, but leveraging actuals no longer allows us to predict the future. The ability to be prepared, responsive, and agile under these conditions is becoming a crucial success factor. Oracle Strategic Modeling can help you better navigate change to cope with uncertainty.
If your CFO’s questions regarding earnings, liquidity, and cash flow are unceasing and far-reaching, watch our on-demand webinar for a deep dive into strategic modeling. We modeled real-world scenarios to show how you can:
Quickly and easily develop a hierarchical model of your business
Leverage multiple pre-built functions to forecast key performance drivers
Provide transparency on forecasted financials via audit trail
Utilize goal seek to set financial targets and estimate the financials drivers necessary to achieve it
Perform sophisticated “what-if” analysis via simulations to improve the accuracy of your forecast
Use built-in dashboard functionality to deliver powerful reporting capabilities
While many stay-at-home orders have been lifted, consumers’ new digital buying behaviors and habits are here to stay. Watch our panel discussion on the accelerated need for commerce and learn how commerce and content can transform our digital economy.
Topics include:
-What is the “experience economy” and how do you leverage it? -If you move beyond product and price, what’s next?
-How business models have shifted and what you can do to break down silos and leverage new processes to capture the digital dollar.
-How organizations have built agile teams to address the ever-changing needs of customers, including responsive approaches that address the omnichannel consumer.
-Technologies that are best suited to enable your business and customers – and how headless commerce has changed the game.
-How the future of commerce is changing, and what you should do now to prepare.
Our panel features Jordan Jewell, IDC Research analyst known for his insight into the commerce industry. Joining him from Perficient is general manager Brian Beckham, who brings deep expertise in content management and empowering organizations in their digital transformations. Rounding out the panel is Episerver’s Joey Moore, who has spent the last decade helping organizations across the globe advance their digital maturity.
Centene's Financial Transformation Journey: A OneStream Success StoryPerficient, Inc.
Centene, a large multi-line managed care organization, was looking to modernize and streamline its corporate performance management (CPM) applications.
Centene had to move data between platforms multiple times during the close process so that close data could be fully consolidated and made available for reporting. This process had numerous challenges and inefficiencies that Centene wished to improve upon so that they could provide a more streamlined and more transparent process to the functional teams that leverage consolidated financials in their systems for reporting and analysis.
Centene chose OneStream XF for global and US consolidations, currency conversion, eliminations, and ownership percentage.
Michael Vannoni, director, financial systems solutions discussed the migration to OneStream XF including:
-Factors leading to the selection of OneStream XF
-Details of the solution design
-Benefits realized with global consolidation implementation
-Future planned enhancements
WHODrug Koda, developed by Uppsala Monitoring Centre (UMC), is an automated coding service, which uses artificial intelligence (AI) to automate the coding of drug names and ATC selections, improving consistency and operational efficiency. It can also be used to accelerate dictionary upgrades, including the transition from WHODrug B2 format to B3.
Through API (Application Programming Interface) web services, the coding engine can be integrated with custom or off-the-shelf drug safety, medical coding, or data management systems.
In this webinar, Perficient and UMC discussed WHODrug Koda and how you can integrate it into your medical coding activities.
Preparing for Your Oracle, Medidata, and Veeva CTMS Migration ProjectPerficient, Inc.
There are multiple reasons why companies migrate to a new clinical trial management system (CTMS). Still, the two most common are mergers and acquisitions (i.e., CTMS consolidation) and the desire to switch CTMS vendors. Regardless of the reason, many of the best practices, processes, and tools are the same.
In this webinar, we looked at the migration approaches taken across several case studies. You’ll come away with an understanding of:
Pros and cons of each CTMS migration method
Types of migration tools, including APIs, ETL tools, and adapters
Approximate timelines and costs associated with each migration method
The topics discussed in this webinar can be applied to any CTMS migration project, whether you’re moving to or from Oracle’s Siebel CTMS, Medidata’s Rave CTMS, and Veeva’s Vault CTMS.
Accelerating Partner Management: How Manufacturers Can Navigate Covid-19Perficient, Inc.
The pandemic has ushered in a new normal for manufacturers, and the impact of digital communication is more important than ever.
View our on-demand webinar with Tony Kratovil, Regional Vice President of Manufacturing at Salesforce, and Eric Dukart, National Sales Executive at Perficient. They covered why the right digital strategies are critical for manufacturers in the wake of COVID-19.
Our webinar covered:
Current challenges with forecasting, collaboration, and disruptions to distribution networks.
Insights for stabilizing operations, accelerating partner management, and developing a digital strategy that differentiates your business.
Candid Q&A with real-world examples.
New Work.com resources to help manufacturers restart safely and rebuild.
Tools and resources to move forward – fast.
The Critical Role of Audience Intelligence with Eric Enge and Rand FishkinPerficient, Inc.
Things move quickly in marketing. How do you identify what your customers need and how you can help? Now more than ever, audience intelligence is the key.
Audience intelligence is about understanding your target customers, their needs, what resonates with them, and how you can reach them. Eric Enge (Digital Marketing Principal, Perficient) and Rand Fishkin (Co-Founder & CEO, SparkToro) discussed this topic live on May 7, 2020. Watch to hear tactics for gaining a better understanding of your customers, how to use audience intelligence to optimize your marketing now, and more.
Cardtronics, the global leader in ATM deployment and management, decided to retire its on-premises Hyperion solution to gain the operational efficiencies, features, and functionality provided by a best-in-class cloud solution.
Cardtronics chose Oracle EPM Cloud including Financial Consolidation and Close, Planning, Management Reporting, Account Reconciliation, Enterprise Data Management, as well as Oracle Analytics Cloud.
In this video, project owner Richard Ng, director, financial systems, Cardtronics, discusses the migration to Oracle EPM Cloud including:
Multi-release 18-month deployment schedule across multiple countries
Benefits of a global Chart of Accounts for ERP and EPM
Seamless integration across ERP Cloud, HCM Cloud, and EPM Cloud
Preparing for Project Cortex and the Future of Knowledge ManagementPerficient, Inc.
Microsoft has turned traditional enterprise content management on its head with its recent announcement of Project Cortex.
Project Cortex uses advanced artificial intelligence to harness collective knowledge from across the enterprise and automatically organize it into shared topics like projects, products, processes, and customers. Using AI, Cortex creates a knowledge network based on relationships among topics, content, and people and delivers it in the apps you use every day – Office, Outlook, and Teams.
This webinar examined Project Cortex in more detail, including:
• What is Project Cortex?
• Why is Project Cortex different than other knowledge network projects previously introduced?
• How does incorporating AI and automation change the game?
• What is possible with Project Cortex?
• What can you do to prepare?
Utilizing Microsoft 365 Security for Remote Work Perficient, Inc.
With an increasingly mobile workforce, and the spread of shadow IT, the rapid rise of cybercrime - companies must find unique ways to effectively manage their sprawling SaaS portfolio.
DOJO Training Center - Empowering Workforce ExcellenceHimanshu
The document delves into DOJO training, an immersive offline training concept designed to educate both new hires and existing staff. This method follows an organized eight-step process within a simulated work setting. The steps encompass safety protocols, behavioral coaching, product familiarity, production guidelines, and procedural understanding. Trainees acquire skills through hands-on simulations and rehearsal prior to transitioning to actual shop floor duties under supervision. The primary aim is to minimize accidents and defects by ensuring employees undergo comprehensive training, preparing them effectively for their job roles.
Elevate Your Brand with Digital Marketing for Fashion IndustryMatebiz Pvt. Ltd
Matebiz Pvt. Ltd. specializes in providing cutting-edge digital marketing for Fashion Industry. Our comprehensive strategies ensure that your brand stands out in the competitive fashion landscape. From targeted social media campaigns to search engine optimization tailored for fashion keywords, we cover it all. With a deep understanding of industry trends and consumer behavior, we craft compelling content and engaging visuals to enhance your online presence. Trust Matebiz Pvt. Ltd. to elevate your fashion brand through strategic digital marketing initiatives.
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Comprehensive Water Damage Restoration Serviceskleenupdisaster
Find out how Disaster Kleenup's professional water damage restoration services can quickly and efficiently restore your property. Find more about our advanced techniques and quick action plans. Visit here: https://iddk.com/disaster-cleanup-services/flood-damage/
Solar power panels, also known as photovoltaic (PV) panels, convert sunlight into electricity, offering a renewable and sustainable energy solution. Composed of semiconductor materials, typically silicon, these panels absorb photons from sunlight, generating an electric current through the photovoltaic effect. This clean energy source reduces dependence on fossil fuels, mitigates greenhouse gas emissions, and contributes to environmental sustainability.
What Are the Latest Trends in Endpoint Security for 2024?VRS Technologies
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How Customer Experience Drives Digital Transformation
1. DIGITAL TRANSFORMATION IN 2015
How Customer Experience Drives Digital Transformation
#PerficientDigital
facebook.com/perficient twitter.com/PRFT_Transformlinkedin.com/company/perficient
2. 2#PerficientDigital
Perficient is a leading information
technology consulting firm serving clients
throughout North America.
We help clients implement business-driven
technology solutions that integrate business
processes, improve worker productivity, increase
customer loyalty and create a more agile enterprise
to better respond to new business opportunities.
ABOUT PERFICIENT
3. #PerficientDigital 3
PERFICIENT PROFILE
Founded in 1997
Public, NASDAQ: PRFT
2014 projected revenue ~$454 million
Major market locations:
Allentown, Atlanta, Ann Arbor, Boston, Charlotte, Chicago, Cincinnati,
Columbus, Dallas, Denver, Detroit, Fairfax, Houston, Indianapolis,
Lafayette, Milwaukee, Minneapolis, New York City, Northern California,
Oxford (UK), Southern California, St. Louis, Toronto
Global delivery centers in China and India
>2,600 colleagues
Dedicated solution practices
~90% repeat business rate
Alliance partnerships with major technology vendors
Multiple vendor/industry technology and growth awards
4. 4#PerficientDigital
INDUSTRIES
Healthcare
Financial Services
Life Sciences
Retail & Consumer Goods
Automotive & Transportation
High Tech
Telecom
Energy & Utilities
Manufacturing
Media & Entertainment
PORTAL
Portal Frameworks
Search
Security
Web Analytics
Web Content Management
Social & Collaboration
Mobility
Experience Design
INTEGRATION
Integration Frameworks
Cloud Architecture
Reference Architecture
Application Integration
Enterprise Application
Integration
Service Oriented Architecture
Process & Content Integration
Business Process Management
Complex Event Processing
Rules Engines
DATA & CONTENT
Business Analytics
Business Intelligence
Predictive Analytics
Reporting
Structured Data Management
Data Integration, Quality &
Governance
Enterprise Data Warehouse
Master Data Management
Product & Information
Management
Unstructured Data Management
Big Data
Content Intelligence
Content Management
Enterprise Search
CUSTOMER EXPERIENCE
Customer 360
Multi Channel Enablement
Relationship Management
Social Engagement
Commerce
Marketing Strategy Implementation
Order Management
Supply Chain Management
Service & Support
Managed Hosting
Sales & Service Support
Customer Service, Sales Force
Automation
Experience Design
Strategic Roadmaps & Envision
Workshops
User Research & Metrics Analysis
Creative & Interaction Design
Custom & Responsive UI
Development
Digital Marketing
Search Engine Marketing
Online Advertising
Content Strategy
Conversion Optimization
Management Consulting
BUSINESS OPERATIONS
Corporate Performance
Management
Budgeting, Forecasting &
Planning
Business Analysis & Predictive
Analytics
Enterprise Business Solutions
Oracle EBS
Vertex Tax Solutions
Human Resource Solutions
Employee Portals
Human Resource Management
Talent Management
Enterprise Social Platforms
Social Strategy
Lync Unified Communications
Office 365
Management Consulting
OUR SOLUTIONS PORTFOLIO
5. 5#PerficientDigital
Perficient XD is a digital agency within Perficient. We’re the CX and creative
engine that powers the IT consulting locomotive. We envision, design and
build intuitive customer experience solutions that are results-focused, digital
ready and grounded in social science insight.
7. 7#PerficientDigital
How Customer Experience Drives
Digital Transformation
• Customer Experience
Impact
• Role of Customer
Experience in Digital
Transformation
• Industry Examples
• 3 Starting Points for
Digital Transformation
10. 10#PerficientDigital
CX = SUM OF ALL INTERACTIONS WITH A BRAND
PRODUCTS
BROADCAST
PUBLICATIONS SOCIAL
EVENTS
DIRECT MAIL
IN STORE
WEB
MOBILE
EMAIL
BRANCH
GAMING
11. 11#PerficientDigital
More than any other factor, customer
experiences determine whether companies
thrive and profit, or struggle and fade.
— Josh Bernoff, Forrester Research
“
”
12. 12#PerficientDigital
Rising Customer
Expectations
Amazon, Zappos, Facebook,
Apple, et al are redefining
service, speed and ease-of-use
Continual
Connectedness
Adoption of digital channels is
driving demand for choice and
connectedness
Organizational
Velocity
Tech lowers barriers to entry
and increases speed; slow
response invites disruption
Abundance of Customer
Data
Requires competency in turning
complex data into business
insight
CX TRENDS ARE DRIVING MASSIVE CHANGE
13. 13#PerficientDigital
Source: Temkin Group Insight Report, State of CX Management 2014
Only 10% of large companies
have achieved top levels of
customer experience maturity
...BUT MOST COMPANIES HAVE NOT ADAPTED
10LEVEL 5+
%
31LEVEL 1
%
13LEVEL 4
%
19LEVEL 3
%
27LEVEL 2
%
14. 14#PerficientDigital
Only 10% of large companies
have achieved top levels of
customer experience maturity
...BUT MOST COMPANIES HAVE NOT ADAPTED
10LEVEL 5+
%
31LEVEL 1
%
13LEVEL 4
%
19LEVEL 3
%
27LEVEL 2
%
15. 15#PerficientDigital
60Companies that prioritize
customer experience generate
60% higher profits than
competitors
CX ADAPTERS REAP BENEFITS
Source: Gartner Research, “Leading on the Edge of Chaos”, 2013, Emmet Murphy and Mark Murphy)
17. 17#PerficientDigital
Source: McKinsey & Co. studies, 2013 and 2015
CX ADAPTERS REAP BENEFITS
multi-channel journey.occur during a multi-event,
of all customer interactions
More
than
50%
18. 18#PerficientDigital
CX ADAPTERS REAP BENEFITS
multi-channel journey.occur during a multi-event,
of all customer interactions
More
than
50%
And the number of digital touch points is
growing 20% annually...
Source: McKinsey & Co. studies, 2013 and 2015
19. 19#PerficientDigital
CX ADAPTERS REAP BENEFITS
65
Percent of consumers who get frustrated
when presented with an inconsistent
experience across channels.Source: Accenture Global Consumer Pulse, 2013
23. 23#PerficientDigital
The realignment of, or new investment in,
technology and business models to more
effectively engage digital customers at every
point in the customer experience lifecycle.
— Altimeter
“
”
DIGITAL TRANSFORMATION
39. 39#PerficientDigital
CUSTOMER EXPERIENCE TRANSFORMATION
The process of making systemic, lasting changes to a
business to improve its interactions with customers and to
better align those interactions with its brand.
1. Determine customer experience maturity
2. Address 7 dimensions of customer experience
3. Transform your business by reaching the next level of maturity
42. 42#PerficientDigital
Leviev
Part of a competitive jewelry / boutique space
• Many competitors in both mid- and high-end
• Opened London store in 2006
Upscale customers demand a relationship
• Treat them like you know them
• Understand their history and their likes
• Have to compete against a variety of others who
already get this
External factors can influence sales
• Blood diamonds
• Environmental issues
• Reputation is king for gems and diamonds
SITUATION
43. 43#PerficientDigital
Leviev
Solve reputation challenge
• Own the mines for their diamonds
• Become a large diamond manufacturer
• Gain exclusive access to key gemstones
Use technology to enhance the relationship
• Customer jewelry box to show details of all
previous sales and current pieces
• Shareable sketches between Leviev designers
and customers
• Track customer birthdays, anniversaries, travel
preferences, and jewelry preferences
• Show inventory of finished pieces or diamonds
– From any store
– Catalog available on tablet for sales associates in
any other location
The Premier Customer Experience
SOLUTIONS
44. 44#PerficientDigital
Leviev IMPLICATIONS
Reputation
Impacts: • Solved the reputation problem first
• Created key industry relationships
Function: Know my customer
Impacts: • CRM to track preferences
• Integration to sales or billing system
• Social tool to share information real time
• CRM tool for proactive communication
Function: Jewelry Box and Shared Design
Impacts: • Tool to store high resolution photos
• Mobile and web interface for Leviev
• Client interface and access outside store
Function: Catalog
Impacts: • Mobile/web interface integration
to image repository
45. 45
A Fashion Retailer
“Our web site is old. It’s disjointed.
We don’t track well across channels.”
• Let’s recreate their entire customer
experience
• Let’s create the same experience in
mobile and web
• We have to show the same experience
regardless of where they come from
• Let’s give them a personalized
experience
SITUATION
#PerficientDigital
46. 46
A Fashion Retailer
#PerficientDigital
IMPLICATIONS
A Seamless Customer Experience
CX involves many moving parts
• Commerce tools
• Embedded commerce in personalized web content
• Integrated CRM for lead tracking and generation
• Marketing management tool to push messages and
track success
• Better analytics to understand failure and success
Cuts across different parts of the business
• Marketing
– Must manage the site everyday across multiple tools
– Involved in traffic across multiple brands
– Lead generation and lead tracking
• IT
– Smaller team but with a global footprint
– Brand consistency
49. 49#PerficientDigital
3 WAYS TO START
Conduct a customer
experience maturity
assessment
Map one or two of your
most important
customer journeys
Estimate potential
impact on investments
and results
A CB
50. 50#PerficientDigital
3 WAYS TO START
A CB
Conduct a customer
experience maturity
assessment
Map one or two of your
most important
customer journeys
Estimate potential
impact on investments
and results
A CBA
52. 52#PerficientDigital
CXIQ ANSWERS 3 KEY QUESTIONS
1. How effective are experiences we offer customers?
2. How mature are the capabilities we use to deliver experiences?
3. How do experiences compare to those of our competitors?
A CBA
53. 53#PerficientDigital
USE CXIQ TO PLAN AN APPROACH
1
Strate
gy
7
Opera
tions
&
Gover
nance
4
Enabli
ng
Techn
ologie
s
2
Custo
mer
Insigh
t
3
Desig
n
Proce
ss
6
Cultur
e5
Meas
ureme
nt
S
C
M
DP
ET
CI
O
Uncommitted / Level 1
Focus first on:
• Customer insight
• Experience strategy
• Goal-setting
A CBA
55. 55#PerficientDigital
1
Strate
gy
7
Opera
tions
&
Gover
nance
4
Enabli
ng
Techn
ologie
s
2
Custo
mer
Insigh
t
3
Desig
n
Proce
ss
6
Cultur
e5
Meas
ureme
nt
S
C
M
DP
ET
CI
O
USE CXIQ TO PLAN AN APPROACH
1
Strate
gy
7
Opera
tions
&
Gover
nance
4
Enabli
ng
Techn
ologie
s
2
Custo
mer
Insigh
t
3
Desig
n
Proce
ss
6
Cultur
e5
Meas
ureme
nt
S
C
M
DP
ET
CI
O
Uncommitted / Level 1
Focus first on:
• Customer insight
• Experience strategy
• Goal-setting
1
Strate
gy
7
Opera
tions
&
Gover
nance
4
Enabli
ng
Techn
ologie
s
2
Custo
mer
Insigh
t
3
Desig
n
Proce
ss
6
Cultur
e5
Meas
ureme
nt
S
C
M
DP
ET
CI
O
A CBA
Engaged / Level 2
Focus first on:
• Design processes
• Technology
• Operations
Dynamic / Level 3
Focus first on:
• Customer-centric culture
• Measurement / results
56. 56#PerficientDigital
1
Strate
gy
7
Opera
tions
&
Gover
nance
4
Enabli
ng
Techn
ologie
s
2
Custo
mer
Insigh
t
3
Desig
n
Proce
ss
6
Cultur
e5
Meas
ureme
nt
S
C
M
DP
ET
CI
O
USE CXIQ TO PLAN AN APPROACH
1
Strate
gy
7
Opera
tions
&
Gover
nance
4
Enabli
ng
Techn
ologie
s
2
Custo
mer
Insigh
t
3
Desig
n
Proce
ss
6
Cultur
e5
Meas
ureme
nt
S
C
M
DP
ET
CI
O
Uncommitted / Level 1
Focus first on:
• Customer insight
• Experience strategy
• Goal-setting
1
Strate
gy
7
Opera
tions
&
Gover
nance
4
Enabli
ng
Techn
ologie
s
2
Custo
mer
Insigh
t
3
Desig
n
Proce
ss
6
Cultur
e5
Meas
ureme
nt
S
C
M
DP
ET
CI
O
1
Strate
gy
7
Opera
tions
&
Gover
nance
4
Enabli
ng
Techn
ologie
s
2
Custo
mer
Insigh
t
3
Desig
n
Proce
ss
6
Cultur
e5
Meas
ureme
nt
S
C
M
DP
ET
CI
O
A CBA
Engaged / Level 2
Focus first on:
• Design processes
• Technology
• Operations
Dynamic / Level 3
Focus first on:
• Customer-centric culture
• Measurement / results
Differentiated / Level 4
Focus first on:
• Strategy & innovation
• Customer insight
• Breakthrough technologies
57. 57#PerficientDigital
4 TIPS FOR ASSESSING CX MATURITY
1. Ensure assessment team has access they need
2. Explore full context in which customer experiences exist
3. Benchmark against reality
4. Use CX maturity scores to evaluate and prioritize proposed initiatives
A CBA
58. 58#PerficientDigital
3 WAYS TO START
A CB
Conduct a customer
experience maturity
assessment
Map one or two of your
most important
customer journeys
Estimate potential
impact on investments
and results
A CBA
59. 59#PerficientDigital
MAP KEY CUSTOMER JOURNEYS
Journey Type Customer Objectives Company Objectives
Product Discovery
• Explore features, benefits and pricing to
help me become informed and create a
budget
• Drive awareness, consideration and
engagement
A CBA
60. 60#PerficientDigital
MAP KEY CUSTOMER JOURNEYS
Problem Resolution
Journey Type Customer Objectives Company Objectives
Product Discovery
Purchase
On-boarding
• Explore features, benefits and pricing to
help me become informed and create a
budget
• Drive awareness, consideration and
engagement
• Transact effortlessly, confidently
• Develop and maintain trust
• Collect payment accurately
• Drive revenue goals
• Take the first step, learning as I go at
my own pace
• Acquire the right customer
• Engage them and expose them to
product options
• Accomplish a task on my own
• Troubleshoot a problem and resolve
it quickly and easily
• Reduce service costs
• Teach self-help over time
A CBA
61. 61#PerficientDigital
ORG DESIGN ONCE FAVORED SILOS...
In-storeOnlineProduct SupportMarketing
Stand-alone touch points
offer efficiency at the
expense of customer
experience
A CBA
62. 62#PerficientDigital
...BUT TODAY, SILOS INHIBIT JOURNEYS
In-storeOnlineProduct SupportMarketing
Silos become barriers as
technology enables customer
transactions across the
enterprise
A CBA
63. 63#PerficientDigital
JOURNEY MAPPING IMPROVES EXPERIENCES
On-boarding
Problem Resolution
Product Discovery
Purchase
In-storeOnlineProduct SupportMarketing
ORGANIZATIONAL SILOS
TYPES OF JOURNEYS
A CBA
65. 65#PerficientDigital
5 TIPS FOR JOURNEY MAPPING
1. Start with your most important customers or those you can help the most
2. Be clear on objectives
3. Follow an ethnographic approach
4. Seek out customer-facing employees for their input
5. Visual mapping encourages sharing and communication
A CBA
66. 66#PerficientDigital
3 WAYS TO START
A CBA
A CB
Conduct a customer
experience maturity
assessment
Map one or two of your
most important
customer journeys
Estimate potential
impact on investments
and outcomes
67. 67#PerficientDigital
ESTIMATE CX INVESTMENT & OUTCOMES
To drive these results... support these needs... and target these metrics.
Increased Revenue
• Simplified transactions and processes
• Personalized recommendations
• Device-optimized UI
• Transparent pricing
• Site visits
• Page views
• Number of leads
• Conversion rate
Reduced Support Costs
• Self-guided on boarding
• Robust self-service options
• Situation-optimized UI
• Transparent, easy-to-understand policies
• Clear language and instructions
• Service calls
• Interactive chat resolution rate
• Number of contact center emails
• Online self-service resolution rate
• IVR self-service resolution rate
Increased Engagement
• Personalized content and features
• Social media integration
• Relevant and inviting content
• Device-optimized content
• Session length
• Frequency of visits
• Registration rate
• Click-through rate
Increased Satisfaction
• Exceed expectations
• Optimize for RTS (return on time spent)
• NPS, C-Sat scores
• Number of customer complaints
• Social listening measures
A CBA
Source: Forrester Research, 2014
69. 69#PerficientDigital
ALIGN CORP STRATEGY WITH CX STRATEGY
Segmentation
Differentiation
Cost leadership Low prices
Innovation
Fit
Company Strategy Brand Promise
A CBA
70. 70#PerficientDigital
ALIGN CORP STRATEGY WITH CX STRATEGY
Segmentation
Differentiation
Cost leadership Low prices
Innovation
Fit
• Self-help optimization
• Ultra-simplification
• Crowd-powered
• Proactive guidance
• Data-amplified success
• Product as platform
• Tailored intimacy
• Micro-niche
• Mass customization
Company Strategy Brand Promise Customer Experience Strategy
A CBA
Source: Forrester Research, 2014
71. 71#PerficientDigital
5 TIPS FOR ESTIMATING CX IMPACT
1. Assemble a multi-disciplinary team
2. Facilitate the discussions, drive to consensus
3. Distinguish one-time costs from recurring costs
4. Map business value to customer value
5. Look to your attribution programs for more proof
A CBA
72. 72#PerficientDigital
RECAP: 3 WAYS TO START
Conduct a customer
experience maturity
assessment
Map one or two of your
most important
customer journeys
Estimate potential
impact on investments
and results
A CB
74. #PerficientDigital 74
FOLLOW US ONLINE
• Perficient.com/SocialMedia
• Facebook.com/Perficient
• Twitter.com/Perficient
• Blogs.perficient.com/digitaltransformation/
Next up:
Build a Mobile Foundation to Drive Digital
Transformation Initiatives
March 19 | 1:00 PM CT
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