West Monroe attended the 2018 CS Week conference hosted in Tampa earlier this month. CS Week is the premier annual educational and customer service conference serving electric, gas, and water/wastewater utility professionals globally. I attended CS Week a few years ago, and the big talk then was how “rate payers are now our customers, and they are demanding improved service.” Since then we...
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I just returned home after spending the last seven months working with The World Literacy Foundation, a small organization in Australia dedicated to bringing quality education to off-the-grid communities. When I’m not volunteering abroad, I am a 3rd-year consultant focused on implementing CRM solutions for my firm’s clients in the States.…
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The General Data Protection Regulation (GDPR) consolidates existing European state-based laws into a single set of requirements for the collection and processing of personal data of individuals within the European Economic Area. The GDPR took effect on May 25, 2018 and applies to companies established within and outside the EU that process personal data of EU-based individuals, including...
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Often, we find ourselves relying solely on quantitative data when making decisions. However, this could be one of the biggest mistakes when assessing measures of patient experience as the full story is not always captured with numbers. Hospitals have been analyzing HCAHPS scores to gather insight into patient experience for years but often do not know how to best understand qualitative...
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To mark National Military Awareness Month, I decided to share my story of transition from the military to civilian life. Many distinctions exist between the military and the civilian world and these differences can be hard to navigate for those making the transition. One day while watching television, I saw an Air Force recruiting commercial.…
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Starting May 25th, the EU’s General Data Protection Regulation (GDPR) is taking effect. Despite the looming start date, there are many organizations that are still unclear about the language of the regulation and why organizations in the US should be aware. A good starting point for understanding how GDPR may affect your organization is to determine if GDPR even applies, and if so, what is...
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West Monroe recently had the honor of participating in Seattle Business Magazine’s inaugural Daring Women event to discuss challenges, growth opportunities and innovation in both business and life. The half-day event brought together more than 350 women (and a few men) from a range of industries and experiences, mixing TED-style talks with panel discussions on owning your leadership style...
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There’s no denying that the last few years have seen a flurry of mergers and acquisitions. With $2.1 trillion spent on acquisitions in 2017 and close to 7,000 completed M&A deals already for 2018, it’s clear that companies are combining, splitting, and re-combining at rates faster than ever before. All that deal-making can be exciting, but once the ink is dry, these newly merged entities...
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The market is at a pivotal point where use of cloud technologies has become the norm rather than the exception. With any new technology there is always an adoption curve. If your organization isn’t using cloud technologies you are likely behind the curve. For example, the Performance Services team at West Monroe has been converting the underlying tools we use to support clients to cloud...
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The 2018 New York Reforming the Energy Vision (REV) Summit, hosted by EUCI at National Grid’s Brooklyn headquarters last week, brought together leading industry experts and state policy makers to discuss the status and future of REV. Topics discussed included progress made toward REV goals, the technical and economic details of REV related pilot projects, and how New York’s energy...
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In this three-part blog series, we will be exploring organizational Customer Experience (CX) transformation. Successful multi-functional initiatives, like a CX transformation, require a strong, yet flexible framework – one that can accommodate ambiguity and rapidly changing markets, but still provides structure to guide teams through ambiguity. At West Monroe Partners, our CX transformation...
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Advanced digital capabilities in Artificial Intelligence (AI) and Natural Language Processing (NLP) will alter how people interact with data. The growing adoption of voice platforms like Amazon Alexa and Google Assistant, as well as messaging platforms like Facebook Messenger and Slack, means humans will interact increasingly more with technology through conversational interfaces (CI), rather...
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