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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As we wrote about in our recent white paper, Contact Center of the Future: Conversational Bots and Empowered Agents, the role of the contact center agent will change tremendously in the years to come. As automation, bots, and AI reshape the landscape, inquiries directed to the agent will become more complex, and emotional in nature.…
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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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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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As customer behavior and expectations evolve, having a constant pulse on needs and emotions is critical to delivering a valuable experience and creating long-term customer relationships. In the existing digital age and with the abundance of technology, the ability to collect and analyze data to distill key customer insights has never been easier.…
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