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.…

Read More

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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Fax? Isn’t that technology extinct?

For years, I have been hearing this from everyone around me. Business and IT organizations saw the predictions that faxing would die (almost instantly when email gained popularity) and most companies did not invest in a dying technology. Why would they? A few years ago, in the early 2000s, I worked for a corporate Fortune 50 IT organization that was not investing in the technology despite the...

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Will the Grass be Greener for the Jolly Green Giant?

The End of an Era Recently, General Mills made another big splash in the food and beverage market with the leaked announcement of a potential divestiture of the Jolly Green Giant (JGG) label. Representing a large portion of General Mills’ frozen food portfolio, Jolly Green Giant accounts for approximately $700 million of the frozen division’s $1.5 billion in total sales and has become a...

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The Advancement of 3D Printing and Its Impact on the Shipping Industry

The delivery industry depends upon shippers’ need to transport products and components from one geographical location to another.  3D-Printing technologies promise to eliminate much of that need.  At highest risk are high-yield, cross-border shipments originating in Asia and other cheap labor markets. The advance of 3D-Printing technologies presents a threat within the next 20 years to the...

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