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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An agile, bottom up approach to data governance

An agile, bottom up approach to data governance

There has been a great deal of talk in recent years about how companies must adopt a data-driven strategy, however one aspect of doing this is typically forgotten: data governance. One of the key takeaways from Gartner’s Data and Analytics conference this past March was that through 2019, just 10% of companies will require oversight of operational information from line-of-business...

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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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Rethinking Work-Life Balance: 4-Step Guide to Personal Goal Setting

Rethinking Work-Life Balance: 4-Step Guide to Personal Goal Setting

As an intern at Caterpillar, one of my first mentors said, “We spend more time planning our vacation then we do planning our life.” This concept has resonated with me throughout my career. When I was exploring career opportunities I sought out an employer offering short-term incentives, but also providing challenging career development opportunities while investing in my well-being and...

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5 Steps for IT Spring Cleaning

5 Steps for IT Spring Cleaning

Spring cleaning may be an annual ritual for your home, but it is also a best practice in business. And in my area of business, IT operations, one of my favorite areas for “cleaning up” is making sure that our systems meet the availability and recovery expectations of our business. Our clients, and any enterprise for that matter, should consider the same approach.…

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Inclusion in Our Workplace

Inclusion in Our Workplace

I recently attended St. Thomas’ 29th annual Forum on Workplace Inclusion in Minneapolis, MN. The national conference brought together Inclusion & Diversity (I&D) practitioners from companies of various sizes and across numerous industries. Attendees ranged from full-time practitioners embedded within organizations, to I&D consultants, to people like me – part time volunteers and...

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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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How to Effectively Manage Distributed Energy Resources

How to Effectively Manage Distributed Energy Resources

The availability and delivery of electricity is becoming more complex as growing amounts of distributed energy resources (DERs) are added to the electric grid. Grid operators need to respond quickly to changes in supply and demand to balance the system as additional intermittent and distributed energy resources contribute to supply and demand imbalances.…

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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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Are Apple’s ResearchKit and CareKit ready for the Big Leagues?

Are Apple’s ResearchKit and CareKit ready for the Big Leagues?

Apple created a new series of healthcare application development frameworks in early 2016. The new open-source frameworks, CareKit and ResearchKit, provide a standard platform that enables developers to build medically-focused research and care apps with built-in features related to end-to-end data encryption, privacy, and standardized data sharing. CareKit allows users to track their...

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222 W. Adams
Chicago, IL 60606
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