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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DEEPEN Customer Experience Transformation: Enact, Part 3 of 3

DEEPEN Customer Experience Transformation: Enact, Part 3 of 3

In the third and last installment of our blog series about customer experience (CX) transformation, we discuss the most difficult, costly, and risk-laden phase, Enact. A full-scale, company-wide, CX transformation takes a significant operational and financial investment. Given that most companies will need to transform in phases, CX leaders need to continuously show progressive return on...

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Using Customer Personas to Drive Human-Centered Design

Using Customer Personas to Drive Human-Centered Design

Too often, businesses make important decisions from an inside/out perspective; only thinking about what is important to the business but forgetting about the needs of their customers. How can organizations design something if they do not know who they are designing it for? Whether it is an in-store experience, a new technology, or a process for communicating with customers, businesses need to...

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DEEPEN Customer Experience Transformation: Define and Envision, Part 1 of 3

DEEPEN Customer Experience Transformation: Define and Envision, Part 1 of 3

In this three-part blog series, we will be exploring organizational Customer Experience (CX) transformation. Successful multi-functional initiatives, like a CX transformation, require a strong, yet flexible framework –  one that can accommodate ambiguity and rapidly changing markets, but still provides structure to guide teams through ambiguity. At West Monroe Partners, our CX transformation...

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