Loyalty and the Customer Experience for Insurance Consumers

At West Monroe Partners, we define the Customer Experience as the sum of a customer’s interactions with a company across all of its touch-points – including agents, channels, systems, products, and services – and the resulting perceptions about the brand. Research within the Insurance Industry has shown that a policyholder’s perception of an insurance company is developed as a result of their...

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Fun and Gains: Increasing Customer Engagement through Gamification

Gamification is the use of game design techniques, game thinking and game mechanics to enhance non-game contexts.  When executed properly, gamification creates value beyond added entertainment to mundane business processes or even data collection. In fact, the overarching goal of gamification is to provide incentive and therefore inspire change or adoption of behavior.…

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Measuring Customer Effort: Key Steps to Drive Customer Experience Success

In many customer-centric organizations, the customer service mantra has historically read: “The customer is always right.” Successful customer experience innovation requires understanding what your customers want and your business needs from the value exchange. This requires acknowledging that not all customers are created equal. The new manta for CX success needs to read: “The customer is...

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Meaningful Analytics – Using Business Intelligence to Decrease Healthcare Costs

On the surface, the recent statement from the Center for Medicare and Medicaid Services (CMS) concerning the prevention of $210 million in fraud over the last two years (1) appears to be a good thing. Yet, aside from giving the government a pat on the back for its auditing skills, the news is overshadowed by the National Institute of Health Care Management Foundation’s (NIHCMF) recent...

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Why ‘Easy’ Matters – A ‘CX’ Series on Understanding the Impact of Customer Effort

West Monroe’s Customer Experience team has done a lot of work over the last few years to understand the bottom-line impact of customer effort. Client work across a broad range of industries – banks & credit unions, personal & commercial insurance, energy & utilities, and healthcare to name a few – has highlighted the importance of creating effortless experiences.…

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Opportunities for Efficiency in Homeowners Insurance Property Inspections

As an industry, Insurance is traditionally less progressive when it comes to technology and innovation. It is still common to see carriers using antiquated systems that lack enterprise data and functional integration capabilities. In fact, only recently have major Insurance carriers taken into consideration the fact that there is a steady shift of consumer preference to online channels.…

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How Cultured Are You? Change your M.O. to win the war for talent and gain market share. (Part 2 of 2)

“No culture can attempt to live if it attempts to be exclusive.” – Mahatma Gandhi Although culture can initially be shaped by a subset of individuals, integrating their values and beliefs into everyday cultural norms, culture cannot continue to thrive if it attempts to be exclusive of its surroundings. Gandhi could not have stated such a truth so clearly – in order for organizations and the...

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How do I decide if Salesforce or Microsoft Dynamics CRM is the right solution for my business?

Companies today are struggling with which Customer Relations Management (CRM) tool to implement and leverage into their ever growing business model. The current front runners are Salesforce and Microsoft Dynamics CRM. Both tools offer a wide range of customizations in meeting today’s growing businesses’ needs. Salesforce and Microsoft have both taken strides to remain competitive in today’s...

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How Cultured Are You? Change your M.O. to win the war for talent and gain market share. (Part 1 of 2)

“It is not part of a true culture to tame tigers, any more than it is to make sheep ferocious.” – Henry David Thoreau I must preface this blog post by assuring you that you will not be enlightened on how to appear culturally refined nor will you be presented with a quiz that will evaluate your level of “culturedness.” Rather, your current thought process as it relates to your firm’s...

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Financial Services Salesforce.com Solutions: Pricing Desk in the Cloud

In a previous blog, “Customizing Salesforce.com for Better Business Results,” I described a customized Salesforce solution configured for a financial services organization to help realize the greatest possible return from its Salesforce.com investment. After seeing the initial value the platform delivered for its business, the institution wanted to expand its use of Salesforce.com to solve...

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Phone: 312-602-4000
Email: marketing@westmonroepartners.com
222 W. Adams
Chicago, IL 60606
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