EX is the New CX

EX is the New CX

Unemployment rates are at the lowest levels in 18 years. That’s good news for the economy, and even better news for workers – but bad news for companies trying to recruit and retain talent. Instead of preparing for the next downturn, companies are scrambling to find the people they need to grow their businesses right now.…

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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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Can New Technology Tackle Old Problems in Care Management?

Can New Technology Tackle Old Problems in Care Management?

It is no secret that improving the health of our sickest populations has proven an intractable problem across the healthcare industry with health plans finding themselves increasingly at the center of managing complex care on behalf of their members. The industry has made significant strides in recent years with an increasing focus on maximizing engagement via care management programs.…

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Why Isn’t Treasury Management Customer Pricing Evolving? It Could be ‘Easier’!

Why Isn’t Treasury Management Customer Pricing Evolving? It Could be ‘Easier’!

I learned early in my career that listening to the customer leads to innovations. Those innovations ultimately make a big difference in the relationship between banks and customers. In recent years, through countless treasury management practitioner roundtables and interviews, a key theme I continue to hear is the unnecessary complexity of bank treasury management pricing. …

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3 Enablers to Water Utility Customer Centricity

3 Enablers to Water Utility Customer Centricity

Over the past few years, water utilities have begun to embrace the importance of a unified customer experience strategy – one that involves technological transformation, employee engagement, and process improvements. This customer-centric paradigm shift is primarily driven by changes to regulators focus on customer satisfaction, heightened increase to conservation, and the digital effect to...

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Easy Banking Wins Treasury Client Profits   

Easy Banking Wins Treasury Client Profits   

Treasury management services are a key source of profitable fees and low-cost deposits. In an industry that is more than 40 years old and increasingly commodified, product is important, but the overall quality of the customer experience is driving the difference between one bank and the next. The bells and whistles of yesterday are table stakes in today’s mature market.  …

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When Design Thinking Meets Data Science

When Design Thinking Meets Data Science

In the world of big data and predictive analytics the standard approach for gathering and analyzing data follows the CRISP-DM approach. While the CRISP-DM model has been a good approach on which to structure many projects, it suffers from the same issues waterfall-style requirements gathering approaches to software design have suffered from, including: Longer time to understand the...

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Who will win the loyalty of the customer of the future?

Who will win the loyalty of the customer of the future?

West Monroe attended the 2018 CS Week conference hosted in Tampa earlier this month. CS Week is the premier annual educational and customer service conference serving electric, gas, and water/wastewater utility professionals globally. I attended CS Week a few years ago, and the big talk then was how “rate payers are now our customers, and they are demanding improved service.” Since then we...

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Phone: 312-602-4000
Email: marketing@westmonroepartners.com
222 W. Adams
Chicago, IL 60606
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