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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Next Generation: Voice of the Customer

Firms have an unprecedented ability to listen to and understand changing customer needs. Advanced technologies turn unstructured social media posts or contact center transcripts into meaningful and actionable insights. Predictive analytics hone the noise of billions of interactions into signals that can help firms avoid scaling costly mistakes and tap into emerging opportunities.…

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Predicting the Future: What an Engineer from the 1900s Can Teach Us About Customer Experience Today

In the early 1900s, a gentleman by the name of John Elfreth Watkins Jr. penned an article for Ladies’ Home Journal, titled “What May Happen in the Next Hundred Years”.  As a civil engineer working for American railroads at the dawn of a new century, it was fitting that Watkins would take an interest in the technological advances that might shape America’s productivity landscape.…

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Chicago, IL 60606
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