Digital Experience

Five years forward: Voice interfaces will work as your “other brain”

About a decade ago I was invited to keynote The Future of Digital Marketing conference in London. The organizers warned that my talk on how the era of mobile... ...Read more

Three reasons to use Sitecore EXM for email marketing

Sitecore’s Email Experience Manager (EXM) has been around for more than five years but has only become an official feature of Sitecore 9. EXM allows marketers to create personable,... ...Read more

Winning the energy utility digital experience game

While recently researching technology adoption curves, I noticed many readily available illustrations begin with the emergence of the electrical grid. That seems to be a sensible entry point to... ...Read more

Get ahead of the curve with digital accessibility

It’s 2019. The Americans with Disabilities Act has been on the books for almost twenty years, the internet has been mainstream for a quarter century, and mobile devices have... ...Read more

Reducing call volume while maintaining C-SAT: No joke

We all know the old joke: A guy says to his doctor, “It hurts when I do this [makes a waving motion].” His doctor studies the motion carefully and... ...Read more

Building strong digital experiences with PK and Mayo Clinic

One of the fun parts of writing an annual benchmark report on the digital strength of some of the best hospitals in the U.S., is that it’s allowed me... ...Read more

25 days of EXM to make your days merry and bright

The holidays are a time for giving, so our own Pete Navarra decided to give the gift of knowledge to Sitecore users! Pete has launched 25 Days of EXM... ...Read more

Hospital Digital Experience Index 2018-2019

The Hospital Digital Experience (HDX) Index is a method for baselining the digital patient experience on hospital websites. It combines publicly observable use data and expert testing to spotlight... ...Read more

Healthcare you wear: Innovations worth getting excited about

At PK we spend a lot of time thinking about healthcare. In particular, we might be regarded as slightly obsessed with improving the digital patient experience, which is why it... ...Read more

Urgent care marketing: Is convenience everything?

When it comes to urgent care marketing, one might be tempted to believe it’s sufficient to show up on Google maps and call it a day. After all, who... ...Read more