Although Lagging, Healthcare e-Commerce Maturing

People are buying online, now more than ever.   An eMarket report estimated that e-Commerce sales were near $1.5 trillion in 2014. The combination of rising online purchasing confidence and passing of the Affordable Care Act (ACA) has created a foundation for a maturing landscape of healthcare e-Commerce. As a method of adaptation, and to help facilitate purchasing processing, many industries...

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Microsoft’s Latest Development in On-premise or Online: Windows 365

Microsoft continues to move in software as a subscription service.  Many of Microsoft products are being developed with parallel streams:  On-premise or Online.  This Windows 365 is the latest development in that strategy.  Many media commentators quickly jump to the negative conations – Microsoft will get everyone to use the software for free then slowly charge a fee then jack the price...

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AirBnB: How to create a community dedicated to customer experience

Interactive shots of weekend getaways and exotic global destinations, AirBnB’s website will make anyone want to pack a bag immediately. Based off of sharing-economy principles, AirBnB operates on the premise of strangers opening their homes at a reasonable price for a period of time; essentially matching individuals to provide for a need of the other.…

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The Changing Face of Consumer Goods: The Impact of Technology

As an Industrial Engineer with a background in research and an interest in supply chains, I have been keeping abreast of recent retail and distribution news like some people keep up with pop culture. In particular, my interests lie in tracking how technology is changing the face of consumer goods. It goes without saying that over the past decade, the effect of technology on the state of the...

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Open Enrollment: Take Two

Members of the Obama Administration were likely holding their breath recently as they braced for the 2015 open enrollment period to begin on November 15th. Last year’s launch of Healthcare.gov began with the site collapsing on the first day and only six people successfully purchasing an insurance plan. This year’s open enrollment period got off to a better start with 100,000 people...

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If You Want to Control Your Destiny, Let Your Customers Control Theirs

Digital access has increased customer expectations, thereby impacting insurer’s retention rates. In today’s increasingly digital market, consumers want to control their destiny when purchasing insurance policies. In 1995, less than 1% of the world had access to an internet connection. However, the International Telecommunication Union reported that this number has skyrocketed to 40% (3 billion...

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What’s New in Tableau Maps 8.2?

Tableau’s recent release of Maps 8.2 brought a lot of changes to the existing map functionality. What were the changes and why do they matter? The most noteworthy change in Maps 8.2 was the complete switch of how the maps are being provided. Originally, Tableau used Urban Mapping servers to host all their boundary, label and data layers, meaning that if Tableau wanted to make a change in any...

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Do You Like Taking Surveys? (A) Yes (B) No

Tips to Keep in Mind for Deploying Organizational Surveys It seems today that we are constantly asked for feedback, ideas for improvement, and preferences from the companies we interact with. Whether it be post-purchase emails, spam pop-up windows, static feedback links, or “suggestion” adds, organizations are finding ways to creatively engage customers for their thoughts and opinions for...

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Measuring Customer Effort: Key Steps to Drive Customer Experience Success

In many customer-centric organizations, the customer service mantra has historically read: “The customer is always right.” Successful customer experience innovation requires understanding what your customers want and your business needs from the value exchange. This requires acknowledging that not all customers are created equal. The new manta for CX success needs to read: “The customer is...

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