Data Privacy in Insurance

Two months ago, if someone were to Google search for a subsidiary of one of the nation’s largest bond insurers, they could find information about its corporate structure, access annual reports, and read about their history. However, due to a simple misconfiguration of a database server one could also discover a wealth of private consumer account numbers, balances, and internal administrative...

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If You Want to Control Your Destiny, Let Your Customers Control Theirs

Digital access has increased customer expectations, thereby impacting insurer’s retention rates. In today’s increasingly digital market, consumers want to control their destiny when purchasing insurance policies. In 1995, less than 1% of the world had access to an internet connection. However, the International Telecommunication Union reported that this number has skyrocketed to 40% (3 billion...

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Contact Center Transformation: From Strategy to Inception

West Monroe Partner’s High Performance Contact Center team recently conducted a half-day workshop at the ICMI Contact Center Demo and Conference in Chicago.  We demonstrated how you can transform your contact center from the ground up – from organizational design, to reworking operations and strategy, to the technology and processes that support your goals. …

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Resolving Internet Explorer 11, Windows 8.1 and CRM Dynamics Compatibility Issues

With the latest release of Internet Explorer 11 (October 2013) several of my clients have experienced compatibility issues while using Windows 8.1 and working with Dynamics CRM 2013 Online.  To help them solve these compatibility issues, a few simple steps were put into place to quickly resolve their issues and get them back on track and working with Dynamics CRM. …

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The Agent Experience

In the past decade, the Internet has forced organizations to reinvent the way they think about customer experience.  Vehicles like Twitter and Yelp have increased transparency into how well (or not so well) organizations serve their customers.  The customer experience is so publicized and has become a focus for organizations in all industries. …

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Healthcare Cost Cutting Initiatives on the Rise in 2015

The National Business Group on Health recently surveyed employers representing 7.5 million workers and the findings are in: higher deductibles and wellness programs are heavily on the rise. Specifically, the survey found: 81% of employers are planning to introduce high-deductible health plans (HDHP) to their benefits package offerings (a 9% rise from the previous year) 32% of employers will...

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Fun and Gains: Increasing Customer Engagement through Gamification

Gamification is the use of game design techniques, game thinking and game mechanics to enhance non-game contexts.  When executed properly, gamification creates value beyond added entertainment to mundane business processes or even data collection. In fact, the overarching goal of gamification is to provide incentive and therefore inspire change or adoption of behavior.…

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Meaningful Analytics – Using Business Intelligence to Decrease Healthcare Costs

On the surface, the recent statement from the Center for Medicare and Medicaid Services (CMS) concerning the prevention of $210 million in fraud over the last two years (1) appears to be a good thing. Yet, aside from giving the government a pat on the back for its auditing skills, the news is overshadowed by the National Institute of Health Care Management Foundation’s (NIHCMF) recent...

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Why ‘Easy’ Matters – A ‘CX’ Series on Understanding the Impact of Customer Effort

West Monroe’s Customer Experience team has done a lot of work over the last few years to understand the bottom-line impact of customer effort. Client work across a broad range of industries – banks & credit unions, personal & commercial insurance, energy & utilities, and healthcare to name a few – has highlighted the importance of creating effortless experiences.…

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Phone: 312-602-4000
Email: marketing@westmonroepartners.com
222 W. Adams
Chicago, IL 60606
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