Keeping consistent customer experience through operational excellence

Keeping consistent customer experience through operational excellence

Many organizations are making significant investments in Customer Experience and Voice of the Customer programs.  This makes a lot of sense, given the number of options consumers have for most products and services.  However, as much as some customers might be willing to chase a lower price or different feature set, most customers value a consistent experience. …

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Navigating the MarTech Jungle in the Credit Card Space

Navigating the MarTech Jungle in the Credit Card Space

This is the second post in a series of blogs looking at how credit card issuers have the opportunity to transform marketing to become truly personalized. In the first blog, we discussed the need for personalized marketing and the constraints that up until now made achieving it difficult. In this second blog, we explore the Marketing Technology (MarTech) landscape and provide guidance on the...

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How Can a Simple Customer Request Turn Into a Nightmare?

How Can a Simple Customer Request Turn Into a Nightmare?

I truly enjoy sharing positive customer experiences, but occasionally I just have to vent about an atrocious experience. I know all of you have a few “I can’t believe this is really happening to me” moments that you share with friends and colleagues over coffee or cocktails. The story I am sharing today wins my prize for the worst experience I’ve had in over three years.…

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Breaking Down and Generating Accurate Customer Service Time

Breaking Down and Generating Accurate Customer Service Time

With increasing competition from online retailers and delivery services, many brick and mortar retailers are facing challenges growing the physical and store portion of their business. Their challenges include: Limited merchandise Convenience of having product delivered Lower prices available online In order to maximize value from stores, retailers need to focus on customer service.…

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ERP Strategy and M&A Deals: A Necessary Couple

ERP Strategy and M&A Deals: A Necessary Couple

Verizon acquires Yahoo: What does this merger mean for the market? Yahoo recently joined Verizon’s ever-growing tech portfolio. Verizon’s acquisition of Yahoo will allow the major wireless carrier to become an impactful player in the digital media industry. As we consider the impact of this merger on the market, we should also consider a likely next step for Verizon: selection and...

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Design Advice from Da Vinci: ‘Simplicity is the Ultimate Form of Sophistication’

Design Advice from Da Vinci: ‘Simplicity is the Ultimate Form of Sophistication’

The word “minimalism” has been applied to a variety of contexts throughout history. To define the concept broadly, “Minimalism derives its name from the minimum of operating means … the subject being … itself.” *In the 1960s, artists in New York adopted minimalism as a guiding principle, sparking an entire movement around non-referential, objective artwork.…

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Modernizing Water Governance

Modernizing Water Governance

Changes in climate, over pumping of groundwater and channeling our waterways, have fundamentally altered our hydrology. Lack of investment has aged our infrastructure to the breaking point of public trust, and economic pressures have allowed over allocation of water while undervaluing the limited resource of fresh water. Within this context, utilities are now faced with absorbing additional...

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The Big Data Analytics Revolution – How Big Data Has Changed Business Intelligence

The Big Data Analytics Revolution – How Big Data Has Changed Business Intelligence

Big Data is mainstream. Over the past few years, the Big Data buzz has dissipated as companies look to shift from awareness to action. At O’Reilly’s Strata+Hadoop conference last September, I was excited to hear the victorious claim that Big Data had gone mainstream and ever since I have seen evidence through our clients, partners, and publicized examples of Big Data cases.…

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Marginal Gains: How Ignoring the Little Things May be Keeping Your Contact Center from Being World Class

Marginal Gains: How Ignoring the Little Things May be Keeping Your Contact Center from Being World Class

Anyone that followed the Olympic Games this year surely noticed the medal results posted by Great Britain – 67 total medals (27 gold, 23 silver and 17 bronze) – an impressive haul for a country with a population roughly equal to Texas and California combined. Most notable, perhaps, was the medal count posted by their track cycling teams who captured 11 medals.…

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Driving Innovation through Technology

Driving Innovation through Technology

The first topic we’ll cover in our Deep Tech Blend series is all about innovation. If you are a CEO, COO, CIO or CTO of any technology-enabled organization, or influence the decisions made by those titles, this will resonate with you. Speed is critical in the digital economy and business disrupters are ever present.…

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222 W. Adams
Chicago, IL 60606
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