NRF 2017: Prepare for Change

NRF 2017: Prepare for Change

I recently attended the 2017 NRF Big Show, one of the largest retail industry events of the year.  Everyone from retailers to vendors to technology companies attends the event to learn about the newest trends in retail.  Attendees also get to learn about what some of the best in class retailers are doing and network with other professionals in the field. …

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Breaking Down and Generating Accurate Customer Service Time

Breaking Down and Generating Accurate Customer Service Time

With increasing competition from online retailers and delivery services, many brick and mortar retailers are facing challenges growing the physical and store portion of their business. Their challenges include: Limited merchandise Convenience of having product delivered Lower prices available online In order to maximize value from stores, retailers need to focus on customer service.…

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Solving for Sustainability in the Supply Chain

Solving for Sustainability in the Supply Chain

40%, 48.8 million, and $1 trillion. These numbers given context may surprise you. 40%—the percentage of food wasted each year in the United States, with majority going to landfill. 48.8 million—the number of people living in food-insecure households in the United States. $1 trillion—the yearly retail equivalent of wasted food (not including costs for resources used in growing and...

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There’s a Plan for That | Cybersecurity Incident Response & the PCI DSS

There’s a Plan for That | Cybersecurity Incident Response & the PCI DSS

In a recent post, we discussed the challenges associated with attesting to the Payment Card Industry’s Data Security Standard (PCI DSS) compliance, including frequent oversights we encounter while conducting security due diligences and gap analyses for our clients. See “Common Misconceptions around the Payment Card Industry Data Security Standard (PCI DSS)” from our recent series of blogs on...

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Common Misconceptions around the Payment Card Industry Data Security Standard (PCI DSS)

Common Misconceptions around the Payment Card Industry Data Security Standard (PCI DSS)

In a recent post, we discussed what PCI DSS is, why it matters, and the release of the latest version, including a summary of the changes and the impact of each. See “What PCI DSS version 3.2 means for you” for more information. In 2016, West Monroe Partners has conducted over 140 IT diligences on behalf of private equity firms and strategic buyers across a number of industries as...

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Role of Identity Management – Removing the Friction

With what seems like a daily stream of news related to data breaches these days, why is identity and access management (IAM) still: Not moved to the top of every CIO/CTO roadmap Only talked about as just the management of an identity and not also the governance of that identity Not a standard swim lane with every project that requires any type of authentication to any service (on-premises or...

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Focusing on Vision During POS Selection

This post is the first installment of a five-part blog series focused on Point of Sale (POS) selections and the corresponding retail strategy. Look for upcoming blogs on POS technology trends, strategies, cost benchmarking, and more. Historically, Point of Sale (POS) solutions were viewed as transaction tools – a way to scan, checkout and process customer payments.…

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Focusing on Vision During POS Selection

This post is the first installment of a five-part blog series focused on Point of Sale (POS) selections and the corresponding retail strategy. Look for upcoming blogs on POS technology trends, strategies, cost benchmarking, and more. Historically, Point of Sale (POS) solutions were viewed as transaction tools – a way to scan, checkout and process customer payments.…

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Using Knowledge Management in Your Contact Center

Contact centers traditionally hold a reputation for being an organization’s “catch all,” receiving customer contacts that range from inquiries to requests to complaints.  Contact centers receive not only all types of customer contacts but must also support all departments within an organization, from product, to marketing, to logistics to billing. The wide variety of contacts and the...

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How Retail Companies in Emerging Markets can Work Smarter

With the world’s second largest economy, China is a rapidly growing force within the global economic community. China has experienced remarkable growth rates averaging 10% for the last three decades, resulting in a strong demand for labor. For instance, total urban employment increased by 115 million from 2001 to 2011. However, as China’s economy continues to develop and the labor force must...

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