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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Congratulations! You made it! It’s been a long, grueling season of campaigning, debating, speaking, and – FINALLY! – voting. Just like politicians, companies make promises to their customers on a daily basis – their brand promise. And just like politicians, some companies deliver on their brand promise…and others, unfortunately, do not.…
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Most mid-sized commercial banks typically offer much more than just traditional loan and deposit products – they’re a one stop shop for all your financial needs. More and more banks have increased their focus on ancillary lines of business such as wealth/investment management, insurance, credit cards, and other non-traditional products. These services often provide steady and diversified...
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Many organizations today look to CRM as a starting point to improve their customer experience. The first step in a successful CRM implementation is to collect and display historical transactional customer data to help gain visibility into your customer base to reactively engage with customers. However, most CRM implementations stop after this first crucial step.…
Read MoreIt’s that magical time of year. Great sums of people waiting in line with anticipation. There is a child-like twinkle in every eye. And there are those focusing on the commercialization of this event, saying it undermines the intended message and purity. No, I’m not talking about Christmas or the holiday season.…
Read MoreAs another exciting and action-packed Dreamforce wrapped up, Salesforce continued to raise the bar for this event. There were so many exciting new things that Salesforce introduced and focused on during this event, and many great highlights – Salesforce’s commitment to the 1+1+1 program, supporting programs like the Wounded Warrior Project among others.…
Read MoreWhile many organizations today focus on the ability to automate processes and capture key data related to servicing customers, it doesn’t always consider the medium in which this internal user experience will be delivered. Often times, organizations will take the “just make it work” approach, meaning manual cut and paste, updating information, double-entry, etc.…
Read MoreNow that Dreamforce ’14 is officially over (and looking forward to Dreamforce ’15), we can begin to digest the copious amounts of new features, roadmaps, and best practices. One of the key themes prevalent throughout the week was the focus on providing a world-class customer experience through an efficient and engaging customer service function.…
Read MoreOn Thursday, February 27, 2014, my colleague, Bill Parry, and I presented during the ICMI webinar “Moving to the Cloud: What Your Contact Center Needs to Know.” This is the first of a two-part recap of the key information we shared in that conversation. Businesses today have an ever-growing interest in cloud technologies.…
Read MoreDo you know what deals are currently in your transaction pipeline? How long does it take you to gather and distribute a report to your transaction team? Private Equity firms are turning to the world of CRM to help automate and track these Deals. A Private Equity’s transaction team typically encounters the following four pain points when it comes to their deal pipeline: A team member...
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