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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When Information Security Begins at Swim Lessons

When Information Security Begins at Swim Lessons

In my role as leader of West Monroe’s Performance Services practice, I advise clients on how they can improve their infrastructure, application, and security management practices.  Increasingly, those conversations focus on improving overall security posture. We believe a strong security program begins with the business strategy – understanding the risks the business faces as it relates to...

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Innovation: Build it, borrow it, or buy it. Just don’t forget it.

Innovation: Build it, borrow it, or buy it. Just don’t forget it.

Disruptive innovation is top of mind for business leaders these days, and with good reason. Disruption is finding its way into every business sector. And in this environment of fast-evolving technology, it can happen quickly, leaving an organization’s primary revenue stream ripe for the taking. (Remember what Netflix did to Blockbuster?) Some organizations are aiming to be the change...

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Supply Chain Management Evolution: Planning and Execution Convergence

Supply Chain Management Evolution: Planning and Execution Convergence

In the 1960s, activities and processes that encompass the term “supply chain management” were performed in siloed departments (e.g., demand forecasting, distribution planning, transportation). As these concepts began to converge under a single, holistic program (“supply chain management”), technologies supporting these functions remained function-specific. While some...

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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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Exiting the Paris Agreement: A Small Piece of Trump’s Larger Dismantling

Exiting the Paris Agreement: A Small Piece of Trump’s Larger Dismantling

The Paris Agreement is intended to bring nations together to address and combat climate change with a goal of keeping global temperature rise this century to well below 2 °C (3.6 °F above pre-industrial levels). In this blog, we discuss what the Administration’s decision to exit from the Paris Agreement means for the energy and utility industries in the United States.…

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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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222 W. Adams
Chicago, IL 60606
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