Dreamforce 2019 Takeaways: 3 Ways to Improve Your Business in 2020

Dreamforce 2019 Takeaways: 3 Ways to Improve Your Business in 2020

Thousands of Salesforce community members converged in San Francisco last month for Dreamforce 2019. The weeklong event included several exciting announcements, influential speakers, impactful sessions, and insightful knowledge sharing among those in attendance. New partnerships with companies such as Microsoft, Tableau, Apple, and Amazon indicate major opportunities for organizations to...

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Strategy, Meet Structure: How Minnesota Healthcare Organizations Will Succeed in the Era of Evolving Customer Expectations

Strategy, Meet Structure: How Minnesota Healthcare Organizations Will Succeed in the Era of Evolving Customer Expectations

As we saw with the October 2018 launch of Allina’s customer experience center in Coon Rapids and Fairview Health’s recent push to leverage technology to enhance their patient experience, Minnesota healthcare organizations are making significant investments in strategies focused on customer experience. This raises an important question: In an industry long viewed as providing below average...

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Salesforce’s Acquisition of ClickSoftware Indicates Success from Field Service Lightning

Salesforce’s Acquisition of ClickSoftware Indicates Success from Field Service Lightning

It’s news that many of us saw coming: Salesforce is in the process of acquiring ClickSoftware Technologies, Inc. in a deal valued at $1.35B in cash and stock. This comes on the heels of Salesforce’s largest acquisition ever, Tableau Software, in a deal valued at roughly $15B. The combination of Salesforce and ClickSoftware will create a newly combined force of strategic vision and strength in...

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Pulse 2019 and the Growing Maturity of Customer Success

Pulse 2019 and the Growing Maturity of Customer Success

Attending the Gainsight Pulse 2019 conference was a clarifying moment for anyone uncertain if the customer success mandate has reached maturity. This year, more than 5,500 industry professionals, representing nearly all functions, made their way across the booths and presentation halls of San Francisco’s Moscone Center for a full week’s worth of customer success focused discussions, best...

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West Monroe named in Forrester’s Recent Report “Now Tech: Salesforce Implementation Services, Q2 2019″

West Monroe named in Forrester’s Recent Report “Now Tech: Salesforce Implementation Services, Q2 2019″

Forrester’s recent report discusses how companies can navigate the ever-changing Salesforce product set and get to implementation faster by choosing the right partner based on their specific needs. The report provides insight into vendor size, functionality, geography, and vertical market focus. The right partner can help navigate the complexities of integrations, emerging products, commerce...

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5 Thoughts on Salesforce’s Tableau Acquisition—From a Salesforce Platinum Partner

5 Thoughts on Salesforce’s Tableau Acquisition—From a Salesforce Platinum Partner

Recently, Salesforce announced its acquisition of Tableau Software for a substantial $15.7 billion in all stock. With this purchase, a potentially major shift in the analytics playing field is on the horizon. As a Platinum Partner of Salesforce and a Tableau partner, here are our initial reactions and predictions around the acquisition: Platform-agnostic support of data sources will continue...

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Forrester CXNYC: “Breaking the Sound Barrier” with CX Transformation

Forrester CXNYC: “Breaking the Sound Barrier” with CX Transformation

The Forrester CXNYC Conference took place earlier this week, and I must say, it was one of the best I’ve attended in my career. It was a solid immersion in thought-leadership from Forrester on the state and direction of Customer Experience (CX). It was also a valuable chance to interact with my peers on where we see our clients heading, the challenges they are facing, and how we help them get...

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Conversational Banking: Financial Services Firms Must Invest or Be Left Behind

Conversational Banking: Financial Services Firms Must Invest or Be Left Behind

Last year, I wrote about conversational interfaces and how they have the potential to disrupt business and technology paradigms over the coming years. To recap, conversational interfaces are an emerging high-level system design model where interactions occur in the user’s spoken or written natural language. Most commonly they are a voice-driven virtual assistant like Alexa or a text-driven...

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4 Ways to Manage and Retain Talent Through an Integration

4 Ways to Manage and Retain Talent Through an Integration

With 1 million more job openings than unemployed workers in the United States, retaining talent through an integration is more critical than ever. Whether your acquisition was driven by the desire to “acquihire” talent or retain existing talent to drive growth and business strategy, here are four tips to ensure you don’t lose your greatest assets during the deal process: If you didn’t...

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Why a Configure, Price, Quote Solution Can Create Harmony for Sales and Finance Executives

Why a Configure, Price, Quote Solution Can Create Harmony for Sales and Finance Executives

A Configure, Price, Quote (CPQ) implementation discussion held in a sales silo can have a detrimental impact both upstream and downstream, but when discussed in unison can provide high value to both sales and finance. For any sales executive, the universal, albeit simplified, goal is to sell products or services that make the company money, ultimately driving commission for said executive.…

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