Strategy

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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

Martech West and the rise of Customer Data Platform

One thing was evident last week at Martech West in San Jose, California: The Customer Data Platform (CDP) is settling in as a foundational element in the marketing technology... 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

Turn down the heat in an ice storm? When Hell freezes over

It was cold; really cold. I know because I was there. The end of January can be a dicey time of year in a regular Midwestern winter, but we... Read more

SEC analysis determines how customers buy

Knowing whether buyers conduct consideration with complete, partial or minimal information about the qualities of goods they seek is an essential starting point for customer experience strategy. This method... 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

Top strategic takeaways from Sitecore Symposium 2018

Sitecore’s annual customer conference can feel like a family reunion for those of us who have been attending since the inaugural “Dreamcore” event. As evinced at Sitecore Symposium 2018,... Read more

Healthcare transformation in the age of the customer

As the primacy of experience begins to drive healthcare transformation, it’s interesting to take a look at how we got here as well as the trends defining the market... Read more

Unpacking the 2018 Hospital Digital Experience Index

Each year, PK creates an in-depth benchmarking study entitled the Hospital Digital Experience Index (HDX) comparing and ranking the digital experience of the top fifteen hospitals in the US... Read more

Public utilities: Making the case for a mobile app

In the business of delivering energy to the public, it’s attractive to forgo the latest technological fads and focus on what matters: Delivering world-class service while being a responsible... Read more