David Stallsmith, Author at Perficient Digital
Posts written by David Stallsmith

Strategy Ain’t Bean Bag: Lessons from Our CX Maturity Survey

My colleagues and I spend our time pulling the levers of design thinking, digital innovation, and customer experience to enable transformation for our clients. Our effort turns market insights into strategic initiatives, organized into comprehensive, multi-phase plans. We do this for organizations large and small, legacy and new, across many industries. When starting our work, […]

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Founded on Experience: Ideas from IRCE 2018

Last week, a few thousand online retailers, suppliers, and I packed the halls at IRCE 2018, this year’s installment of the Internet Retailer Conference and Exhibition. Retailers large and small came to share and learn in Chicago, where almost 150 years ago Aaron Montgomery Ward founded his pioneering mail-order catalog business. Ward was spurred on […]

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Digital Transformation: The Butterfly and the Fast Caterpillar

How is your company’s transformation going? Thought I’d ask, since it seems just about everyone is transforming their organizations these days — or at least talking about it. In fact, talk (and search) of “digital transformation” has been steadily rising since early 2014, when this phrase started moving up the charts. And like it or not, […]

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The CVS and Aetna Merger: An RX for CX?

I doubt you’d be surprised to hear that the US healthcare system is not in great shape. News reports remind us often that the $3.5 trillion behemoth is the world’s largest and most costly—and yet far from the most effective. The US spends twice per capita on healthcare compared to other leading economies, even as […]

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Are Your Silos Showing?

Does your company share a single, objective view of your customers? Are teams adept at sharing customer insight across the organization and encouraged to do so? Does your brand present a consistent, unified face in all channels? If you said anything other than “yes,” your silos may be showing. Over the weekend I dug into Gillian Tett’s The […]

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For Enlightened CIOs, the “I” Stands for Insight

Who’s the most important marketing person at your company? Your CMO? Someone on her team? Maybe your CEO? What about your CIO? While your Chief Information Officer isn’t likely to craft your next campaign, the impact he or she has on customer experience is becoming more direct and more critical every day. The reason is […]

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Why Good Is Not Good Enough: What I Learned at Forrester CX Forum

Last week, I ventured to Anaheim, CA, for Forrester Research’s Why Good Is Not Good Enough conference. I wanted to find out how, in a world of same-day e-commerce, self-driving cars and ubiquitous Wi-Fi, the stewards of the world’s top brands were managing to keep their customers happy. Across the two days, mic’ed-up presenters and tweeting […]

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