Clean Power Plan Advances Another Step Forward

Well, there you have it. Last week the U.S. Court of Appeals for the District of Columbia Circuit denied a petition by Clean Power Plan opponents, led by fossil fuel industry interests and several states to suspend implementation of Environmental Protection Agency’s (EPA) Clean Power Plan. The CPP was debated, commented on, and modified to reflect the views of many stakeholders before...

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Flint – The Need to Balance Water Management with Science and Business

The Great Lakes, a source of fresh water so great it accounts for over 20% of the surface fresh water on earth.  Yet, some American cities along the Great Lakes have had to go without water due to toxic contamination of the public water supply. In 2014, Toledo shut down its water supply for two days due to the toxicity created by polluted runoff and the consequential algal blooms, a completely...

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Reflections from COP21: What the Paris Agreement Means for Business in the Energy and Utilities Industries

The 21st Conference of the Parties (COP) to the United Nations Framework Convention on Climate Change (UNFCCC) concluded on Saturday, December 12, 2015. The conference concluded  with a much anticipated and landmark agreement, the Paris Agreement, by 195 countries to “keep global temperature rise this century well below 2 degrees Celsius and to drive efforts to limit the temperature increase...

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Rise of the Customer Experience (CX) Professional

The most poignant part for me of last night’s Southern California CX Day that West Monroe hosted in its Los Angeles office was the 12 or so design students from Pasadena’s prestigious Art Center College of Design who attended. As I talked with one recent graduate — who received both an MBA from Claremont’s Drucker School of Management as well as an MS in Design from the Art Center as part of...

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What Does Customer Experience (CX) Mean to Me?

As CX professionals gather across the globe today to celebrate CX Day, I am taking time to reflect on what CX means to me and why it matters. It’s about society, culture, connection, ultimately… human beings. At the interaction point of any business process, technology implementation, mobile application, support call or tweet; exists a human being desiring a positive experience, a...

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Dreamforce: A Relaxing Conclusion

Now that Dreamforce has ended, I can finally collect my thoughts into this third and final installment of my on-the-ground reporting of the Dreamforce experience (click here and here for my previous posts). Even as of the second to last day of Dreamforce (a Thursday), it was readily apparent that the crowd had started to thin out.…

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Decrease Customer Effort to Improve Member Acquisition in the Dental Insurance Industry

Ever felt that you were putting too much effort into figuring out how to complete a task on a company’s public website? Well – you are not alone! West Monroe Partners recently conducted Customer Effort Index (CEI) scoring for the dental insurance industry. This CEI scoring benchmark allows companies to see how much effort is required to complete certain tasks through various touchpoints...

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I’m a Gary Clark Jr. Brand Evangelist

Dreamforce 2015 was incredible! As usual, it upstaged and outdid the previous year’s event and this year the conference was punctuated by an outstanding music festival newly coined Dreamfest.  I have been excited about this concert since registering as one of my favorite artists; Gary Clark Jr. was kicking the night off. …

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