Partly Cloudy with a Chance of Compliance

Partly Cloudy with a Chance of Compliance

As advisors to our 100+ private equity clients who use M&A activity to provide positive returns to their investors, WMP helps establish platforms, processes, and technology that can enable rapid EBITDA growth. Within the world of M&A, carve-outs and divestitures are some of the most complex situations when it comes to quickly getting the newly acquired business on the right track...

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10 Ways to Improve Your Next CX Survey

10 Ways to Improve Your Next CX Survey

Surveying has been around a long time. Before we had web analytics, social media, or data warehouses, we had surveys. With today’s technology, brands can be connected to their customers like never before. Yet despite this world-shaking shift into the digital age, for many customer experience practitioners (us included, we fully admit!), surveying still remains a favorite method of data...

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Marty McFly—The Future is Now!

Marty McFly—The Future is Now!

I loved the movie Back to the Future. Besides the given that Michael J. Fox was in his acting prime, I always reveled in how the future was depicted. I am a sucker for creation and innovation, so I always geeked out over seeing the mini- pizza inserted into the oven for mere seconds that emerged as a large family sized meal, or the hover boards and the lace- up sneakers Marty wore.…

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Beyond Decision Tree Segmentation for Banks

Customer segmentation is an essential and valuable exercise for marketers in the financial services industry. The many benefits of a customer segmentation program include the ability to target campaigns and products to the most profitable audiences, increase response rates, lower acquisition costs and increase retention and cross-sell rates.  Segmentation can also help banks compete with...

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Role of Identity Management – Removing the Friction

With what seems like a daily stream of news related to data breaches these days, why is identity and access management (IAM) still: Not moved to the top of every CIO/CTO roadmap Only talked about as just the management of an identity and not also the governance of that identity Not a standard swim lane with every project that requires any type of authentication to any service (on-premises or...

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I’m a Gary Clark Jr. Brand Evangelist

Dreamforce 2015 was incredible! As usual, it upstaged and outdid the previous year’s event and this year the conference was punctuated by an outstanding music festival newly coined Dreamfest.  I have been excited about this concert since registering as one of my favorite artists; Gary Clark Jr. was kicking the night off. …

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Acquire or Hire? Taking UX to the Next Level in Financial Services

History has taught us that organizations are better equipped in the marketplace when they focus on their core competency. Banks have historically focused on providing checking and savings account products, credit and lending services, and everything else in between. Today, core banking products are getting more and more difficult to differentiate from bank to bank.  …

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FFIEC and NIST: A Comparison of Two Prevalent New Compliance Frameworks

The Federal Financial Institutions Examination Council’s (FFIEC) has recently stepped into its role as the leading voice in cybersecurity-related banking regulation, bringing examiners and technology experts from all member agencies together with the expectation that the banking industry will be a leader in cybersecurity maturity and readiness. In the five years since the passing of...

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Why financial institutions should leverage EMV migration to maximize their debit portfolio

While most debit card issuers are making progress on EMV migration, this is also a good time to be taking a deeper look at the performance of their debit portfolio. Conversion to EMV will require issuers to incur increased costs issuing new cards and communicating the specifics of the change. Therefore, banks should consider this event an opportunity to enhance cardholder engagement and drive...

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Using Knowledge Management in Your Contact Center

Contact centers traditionally hold a reputation for being an organization’s “catch all,” receiving customer contacts that range from inquiries to requests to complaints.  Contact centers receive not only all types of customer contacts but must also support all departments within an organization, from product, to marketing, to logistics to billing. The wide variety of contacts and the...

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Next Generation: Voice of the Customer

Firms have an unprecedented ability to listen to and understand changing customer needs. Advanced technologies turn unstructured social media posts or contact center transcripts into meaningful and actionable insights. Predictive analytics hone the noise of billions of interactions into signals that can help firms avoid scaling costly mistakes and tap into emerging opportunities.…

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Email: marketing@westmonroepartners.com
222 W. Adams
Chicago, IL 60606
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