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

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. I was proud to contribute to...

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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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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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