This is CX Episode 43: Todd Unger, Chief Experience Officer at American Medical Association

This is CX Episode 43: Todd Unger, Chief Experience Officer at American Medical Association

We had the pleasure of speaking with Todd Unger who is the Chief Experience Officer at American Medical Association to talk all things CX: his journey into the CX world, where his role falls within the organization, how he’s been able to achieve executive level support, how he’s creating value, and his pieces of advice for others in the profession.…

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5 Key Trends for CX Executives in 2019

5 Key Trends for CX Executives in 2019

New Year, New CX? Happy 2019! As customer experience (CX) professionals, 2019 is a critical year to demonstrate and articulate the tangible benefits and value of CX in our organizations. Here are five key CX trends that we believe organizations and their CX executives will focus on this year. Trend #1: Demonstrating and articulating the value that CX executives bring to the organization The...

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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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Navigating Customer Experience Metrics

Navigating Customer Experience Metrics

One of the first things any company new to customer experience should ask is, “How can we measure customer experience?” Firms often have internal proxies for measuring customer experience such as operational metrics (e.g. call handling time, first call resolution, on-time delivery) or financial metrics (e.g. loyalty, customer lifetime value, wallet share).…

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Utilizing a 4-Step Approach to Developing Your Utilities’ Voice of the Customer Program

Utilizing a 4-Step Approach to Developing Your Utilities’ Voice of the Customer Program

In a previous Energy & Utilities newsletter article, we discussed how utilities could utilize Voice of the Customer (VoC) Programs to listen to their customers and take action by altering business decisions based on customer feedback.  Organizations often believe that they have a strong VoC program simply because they collect customer feedback, but they are only scratching the surface.…

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Harness Your Customer’s Voice for Product (Re)Design

Utilize voice of the customer (VoC) to drive customer feedback insights into action   “I wish I could zoom in on this photo.” “I want to be able save this article to read later.” “I hate that I can’t access this site easily on my phone when I’m commuting.” “It’s more important to me to be able to find what I’m looking for – fast.” “It’s such a pain to enter my payment information each...

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What Does Customer Experience (CX) Mean to Me?

As CX professionals gather across the globe today to celebrate CX Day, I am taking time to reflect on what CX means to me and why it matters. It’s about society, culture, connection, ultimately… human beings. At the interaction point of any business process, technology implementation, mobile application, support call or tweet; exists a human being desiring a positive experience, a...

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Decrease Customer Effort to Improve Member Acquisition in the Dental Insurance Industry

Ever felt that you were putting too much effort into figuring out how to complete a task on a company’s public website? Well – you are not alone! West Monroe Partners recently conducted Customer Effort Index (CEI) scoring for the dental insurance industry. This CEI scoring benchmark allows companies to see how much effort is required to complete certain tasks through various touchpoints...

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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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Make Customer and Partner Experience a Cornerstone of Mergers & Acquisitions

Many mergers fail to achieve their revenue synergy goals and original investment thesis. Why? The most important part of a merger is frequently just an afterthought: the customer and partner experience. For customers and partners, there are many reasons to consider leaving: disruption, possible loss of services or lower service levels, costs to change, strong competitive forces, and an...

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