Welcome to “This Is CX” – A Podcast about Customer Experience

Welcome to “This Is CX” – A Podcast about Customer Experience

West Monroe is proud to present a new podcast, “This Is CX”, a discussion about all-things “customer experience” hosted by me and Paul Hagen. Our podcast reviews the best practices of building a disciplined customer experience program in a way that creates real business value. Each episode typically includes a discussion on a key CX topic, while also highlighting tools that CX...

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Digital Workforce of Tomorrow – What Does It Mean for Companies Struggling to Make Sense of the Digital Divide?

Digital Workforce of Tomorrow – What Does It Mean for Companies Struggling to Make Sense of the Digital Divide?

West Monroe Partners recently hosted a round table in Seattle for local workforce, HR and technology leaders on the topic of the future of work. There was a broad range of companies at the table, including Starbucks, REI, Zumiez and Delta Dental of Washington. To start the discussion, we posed a question to the group: With the advantages of being a “digital” company so well documented (better...

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Four Ways Healthcare Organizations Can Embrace Virtual Assistant Technology

Four Ways Healthcare Organizations Can Embrace Virtual Assistant Technology

Virtual assistant technology is primed to improve interactions across the healthcare industry; make sure your organization is ready to capitalize. Virtual assistants are poised to transform the way people interact with information. The technology uses conversation-like exchanges to streamline everyday tasks and inquiries, and it is only going to become more prevalent: Amazon’s Echo was the...

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How Mid-Sized Banks Can Compete in the Rapidly-Evolving Payments Industry

How Mid-Sized Banks Can Compete in the Rapidly-Evolving Payments Industry

As anyone who spends money knows, the way we pay for goods and services is shifting rapidly – many consumers are overwhelmed by the variety of options coming from financial institutions, merchants, fintechs, and even smartphone providers. To capture this lucrative market, the payments industry keeps sweetening the pot for consumers, and what were groundbreaking perks and features just two to...

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The Unsexy Side of Fintech

The Unsexy Side of Fintech

Fintech usually has a sexy connotation associated with it, so last week when I was in New York speaking at Bank Director’s FinXTech conference, I enjoyed the irony of being on a panel to discuss “The Unsexy Side of Fintech.” The conference primarily focused on discussing the impact of Fintech on the Financial Services industry, the current state of innovation, and what’s...

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Should CX Be Regulated?

Should CX Be Regulated?

As the 24/7 news cycle turns away from the recent United Airlines issue everyone is probably sick of discussing, a new topic is beginning to permeate the back-page headlines. The regulation of customer service in the airline industry. Regulation of customer experience is nothing new to highly regulated industries, just ask anyone in Energy and Utilities.…

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What Does A Successful Salesforce Go Live Look Like?

What Does A Successful Salesforce Go Live Look Like?

After recently guiding a client through going live on Salesforce, I wanted to share a few tips in this third and final installation on my blog series for successful Salesforce adoption (click here for the first post and here for the second). I worked with my colleague, Matthew Savage, on capturing these bits of wisdom based on our recent work together for a financial company, as well as a...

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Under a New Administration, Payers Must Operationalize for Change

Under a New Administration, Payers Must Operationalize for Change

Current State In March 2017, the Trump Administration proposed The American Health Care Act to repeal and replace the Affordable Care Act (ACA) and give Americans access to ‘truly affordable, quality health coverage.’ The proposed legislation was ultimately not presented for House vote, however, the Trump Administration remains committed to repealing the ACA and working with bipartisan...

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Why CX and OCM Make Such Good Partners

Why CX and OCM Make Such Good Partners

Following up on a previous blog where I talked about customers not wanting us to hide the word “change,” I jumped at the chance to co-author this blog with a colleague in our Customer Experience (CX) Practice. Having worked side by side on projects together we have seen firsthand that CX and OCM make a great pair in not only delivering on our customer’s expectations, but...

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United Airline’s Multi-Million Dollar Decision

United Airline’s Multi-Million Dollar Decision

You can’t fly through life without encountering decisions. Perhaps you entered a grocery store and must decide between: Buying regular apples Buying organic apples Perhaps you unexpectedly need to transport crew members on an already-full flight to Louisville and must decide between: Incentivizing passengers to voluntarily give up their seats by offering compensation Cancelling another...

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222 W. Adams
Chicago, IL 60606
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