Although Lagging, Healthcare e-Commerce Maturing

People are buying online, now more than ever.   An eMarket report estimated that e-Commerce sales were near $1.5 trillion in 2014. The combination of rising online purchasing confidence and passing of the Affordable Care Act (ACA) has created a foundation for a maturing landscape of healthcare e-Commerce. As a method of adaptation, and to help facilitate purchasing processing, many industries...

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How Will You Use The Next Big Thing?

We are currently living in a world surrounded by technology.  From our computers to our phones to our…wrist watches?  That’s right, technology is now wearable and it allows us to track our lives in ways we never thought possible.  Wearable technology like the Fitbit or the Up band is not the only place where we are seeing new breakthroughs; we can even find this evolution in our own...

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Does your E-Commerce site make the right first impression?

The Affordable Care Act is prompting the insurance industry to engage customers using digital means.  The market is responding with E-Commerce sites that collect enrollment and payment information, in hopes of selling new products to individuals and their families.  Conduct just a few minutes of online research and you will find a range of site designs with varying degrees of branding...

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Fitness Tracking: Healthcare’s Best Friend

At the start of January, most people subscribed to the common mantra: New Year, New You. But, now that the month is winding down, how many are still sticking to their goals – be it weight loss, general fitness, or just eating a bit healthier? As a provider or payer, how can you to bolster support and keep your population’s momentum going through the remainder of the year?…

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What’s Your Personal Brand? Manage Your Brand for Career Success

 “Today you are You, that is truer than true. There is no one alive who is Youer than You.” – Dr. Seuss This inspirational quote from Dr. Seuss reminds us of the importance of being ourselves. This lesson from childhood applies to personal branding in the workplace today. In this blog post, part 1 of a 2 part series, I share my personal branding experience and explore the need for managing...

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E-Commerce Solutions for the Individual Market

The Affordable Care Act created a renewed emphasis on a previously underserved segment of the insurance industry: the individual market.  Since its passage, insurance companies have been challenged to engage individual customers, while controlling (if not reducing) overhead costs.  The difficult part of this call to action is that individuals have unique needs when it comes to buying insurance...

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Data Privacy in Insurance

Two months ago, if someone were to Google search for a subsidiary of one of the nation’s largest bond insurers, they could find information about its corporate structure, access annual reports, and read about their history. However, due to a simple misconfiguration of a database server one could also discover a wealth of private consumer account numbers, balances, and internal administrative...

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If You Want to Control Your Destiny, Let Your Customers Control Theirs

Digital access has increased customer expectations, thereby impacting insurer’s retention rates. In today’s increasingly digital market, consumers want to control their destiny when purchasing insurance policies. In 1995, less than 1% of the world had access to an internet connection. However, the International Telecommunication Union reported that this number has skyrocketed to 40% (3 billion...

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Contact Center Transformation: From Strategy to Inception

West Monroe Partner’s High Performance Contact Center team recently conducted a half-day workshop at the ICMI Contact Center Demo and Conference in Chicago.  We demonstrated how you can transform your contact center from the ground up – from organizational design, to reworking operations and strategy, to the technology and processes that support your goals. …

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“Insuring” a Positive Customer Experience in Your Claims Center

Like any other industry, technology is forcing insurance companies to change the way they do business. Specifically, it’s widely accepted that direct sales, via the internet and other mobile avenues, are diminishing the value of the agent distribution model.  A McKinsey report cited that in 2003, local insurance agents wrote 80% of new Private Passenger Autos (PPA), decreasing to 63% in...

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Sifting Through the Mess: The Do’s and Don’ts of Designing Information Architecture

These days, the number of things that humans accomplish through computer interfaces is growing exponentially. We need barely to think, ‘What’s the quickest way to get home? What song is playing right now? What’s the score?’ and we can retrieve the answer in an instant, at our fingertips. With access to a truly infinite amount of information on the web, and many options in which to process it...

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The Agent Experience

In the past decade, the Internet has forced organizations to reinvent the way they think about customer experience.  Vehicles like Twitter and Yelp have increased transparency into how well (or not so well) organizations serve their customers.  The customer experience is so publicized and has become a focus for organizations in all industries. …

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Email: marketing@westmonroepartners.com
222 W. Adams
Chicago, IL 60606
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