Blog Series: Managing Grid Modernization Programs (Part 4)

Blog Series: Managing Grid Modernization Programs (Part 4)

The Drive to Completion As we discussed in our previous blog, a common element across any successful grid modernization effort is the careful and deliberate approach to forming teams by identifying “the right people, in the right seats on the bus.” Grid modernization is certainly not a sprint, and is a long journey that requires the right team with a common understanding of the program scope...

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Leveraging digital to reduce internal friction in your utility: What my personal tale can teach you

Leveraging digital to reduce internal friction in your utility: What my personal tale can teach you

Digital transformation is sweeping the globe, across markets and industries. Companies are looking to improve efficiencies by simplifying and streamlining operations through digital, which is the application of value stream mapping, technology, and a focus on enhancing customer and employee experiences. But what does this mean? Just because a manual process or interface is shifted to a digital...

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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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Blog Series: Managing Grid Modernization Programs (Part 2)

Blog Series: Managing Grid Modernization Programs (Part 2)

The “Iron Triangle”, Redefined In our first post, we introduced the unique challenge utilities face when balancing the need to deliver reliable service while making strategic investments to modernize infrastructure and systems to improve operations — all the while enhancing the overall customer experience. We also introduced the framework that has proven highly effective for...

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Blog Series: Managing Grid Modernization Programs (Part 1)

Blog Series: Managing Grid Modernization Programs (Part 1)

Embrace chaos to drive value, collaboration, and tangible benefits This is the first of a four-part blog series that explores the challenges and introduces a practical management framework for utilities to consider when embarking on a large grid modernization effort. The utility business model is undergoing profound change in terms of how energy is produced, delivered, and consumed.…

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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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