5 Key Trends for CX Executives in 2019

5 Key Trends for CX Executives in 2019

New Year, New CX? Happy 2019! As customer experience (CX) professionals, 2019 is a critical year to demonstrate and articulate the tangible benefits and value of CX in our organizations. Here are five key CX trends that we believe organizations and their CX executives will focus on this year. Trend #1: Demonstrating and articulating the value that CX executives bring to the organization The...

Read More
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.…

Read More
Navigating Customer Experience Metrics

Navigating Customer Experience Metrics

One of the first things any company new to customer experience should ask is, “How can we measure customer experience?” Firms often have internal proxies for measuring customer experience such as operational metrics (e.g. call handling time, first call resolution, on-time delivery) or financial metrics (e.g. loyalty, customer lifetime value, wallet share).…

Read More
Phone: 312-602-4000
Email: marketing@westmonroepartners.com
222 W. Adams
Chicago, IL 60606
Show Buttons
Share On Facebook
Share On Twitter
Share on LinkedIn
Hide Buttons