Manufacturing Today: Continuing to Grow When Talent is Scarce

Manufacturing Today: Continuing to Grow When Talent is Scarce

In the March 2019 edition of Twin Cities Business, reporter Ingrid Case investigated how attracting and retaining talent is limiting the growth potential of Minnesota’s largest private sector industry, manufacturing. Despite an average wage ranking second highest, manufacturing companies are losing the war on talent to other local industries like healthcare and high tech – leaving them...

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How Customer Demands Impact Warehouse Employee Engagement

How Customer Demands Impact Warehouse Employee Engagement

The distribution industry is going through a monumental shift. Industry disruptors, like Amazon, are constantly finding new ways to change the game. To keep pace with competition and mitigate the risk of lost business, many distributors are fulfilling each unique client request – regardless of how it impacts operations. In many cases, this means putting undue stress on warehouse staff to meet...

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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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Creating Opportunities for a College Education: Talking with Jessica Bartnick of Foundation for C.H.O.I.C.E.

Creating Opportunities for a College Education: Talking with Jessica Bartnick of Foundation for C.H.O.I.C.E.

One of the best things about our profession is the opportunity to meet and collaborate with so many talented and interesting people at our clients and in the community. This blog series introduces some of the executives with whom we work and spotlights the ways they are leading and making their mark, both personally and professionally.…

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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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Building a Bridge to Today’s Utility Customers

Building a Bridge to Today’s Utility Customers

Yesterday’s ratepayers are today’s power consumers – a reality that has plenty of utility execs reaching for the antacid. Ratepayers were mostly passive purchasers of electricity. Consumers have a long list of demands that includes energy efficiency, electric vehicle charging, renewable energy, and dynamic pricing. Some of them are even becoming mini-utilities themselves, mounting solar arrays...

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2018 AFP Conference: Will Banks Have Evolved Their Treasury Management Messaging to Reflect ‘Easy?’

2018 AFP Conference: Will Banks Have Evolved Their Treasury Management Messaging to Reflect ‘Easy?’

Treasury management customers have been expressing their need for an easier customer experience with their banks. Our 2018 research with corporate practitioners supports this conclusion, defining 10 criteria for being an easy bank to work with: While easy doesn’t drive bank selection, easier banking absolutely drives subsequent relationship growth. Business grows when the bank is easy and...

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Change is at the Heart of Digital, And the First Mile of Your Journey

Change is at the Heart of Digital, And the First Mile of Your Journey

This week West Monroe Partners released our signature research on an important topic, Digital Leadership. Surveying and curating insights from 407 business leaders on sixteen different elements of digital maturity, this report highlights key characteristics of digitally mature organizations seeking to increase revenue, growth, and profits in today’s dynamic markets.…

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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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222 W. Adams
Chicago, IL 60606
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