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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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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Turning Change Resisters into Change Advocates

Turning Change Resisters into Change Advocates

You’re introducing a new change to your business, be it implementing a new organizational structure or system, or revamping existing processes. The change is expected to increase productivity, reduce cost, and increase employee engagement. Sound familiar? Most of your employees are eager to adopt the new change; however, there are a few people who are adamantly resisting.…

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Alpha Leadership

Alpha Leadership

Most of us have been in a setting where a manager or coach encourages the team leader to “wolf up” and take aggressive action. We often associate the “alpha” leader as loud, outspoken, dominant, and even outright aggressive. Having recently welcomed a German Shepherd pup to our family, the need to establish alpha leadership is an important part of proper integration into the family’s social...

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The Human Touch: Mid-Market Firms’ Post-Merger Integration Challenge

The Human Touch: Mid-Market Firms’ Post-Merger Integration Challenge

Mid-market firms face tough tasks when it comes to managing change throughout integration. How can they overcome these challenges?  Communication, talent retention and cultural integration are crucial challenges that mid-market firms face. However, companies have several ways to mitigate the risks. West Monroe Partners conducted a survey that interviewed 30 North American based senior M&A...

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Why Can’t I Get People to Think Differently?

Why Can’t I Get People to Think Differently?

We have all heard the old adage from Albert Einstein: “the definition of insanity is doing the same thing over and over again and expecting different results.”  But have you ever thought about how this applies to driving transformational change within your organization?  One perfect example is customer experience transformation, which may involve claims or policy servicing. …

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Implementing AMI? Five Questions Every Utility Executive Should Consider

Implementing AMI? Five Questions Every Utility Executive Should Consider

Whether it is Electric AMI, Water AMI, or a combination of the two that a utility is planning on implementing, there are numerous questions that need to be addressed to ensure the utility is set up for success. Below are five key questions all utilities should address: Do you have a communications plan in place to provide sufficient information to your internal staff and customers?…

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Changing “The Way It Is”

Changing “The Way It Is”

Could you count the number of times you’ve heard the statement: “That’s just the way it is”? These days I find myself challenging my peers and clients on their reasoning for relying on old processes or ineffective methods. Their response is often some format of the statement above. Our initial human response is frequently one of acceptance and submission—the old “if it’s not broke, don’t fix...

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Don’t Miss the Train! Get on Board with Best Practices When Developing a Training Plan

Don’t Miss the Train! Get on Board with Best Practices When Developing a Training Plan

Undergoing an ERP implementation (or any system implementation) is never an easy undertaking and frequently it is transformational to your business, touches all departments, and requires proactive and consistent change management.  One area that is critical to a successful ERP (or any system) implementation, and that is often overlooked, is the training approach – how do we roll out this...

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Chicago, IL 60606
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