Cybersecurity in the Age of Digital Transformation

Cybersecurity in the Age of Digital Transformation

Customer experience (CX) in the utility industry is undergoing dramatic change. Customers want more access to information, more choices to access information (such as mobile and social media) and enhanced ability to manage costs. To meet this need, utility companies are striving to engage their customers using data analytics, monitoring and control in the modern ecosystem of Internet of Things...

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Why Good Customer Service Is Not Good Enough—Even in B2B

Why Good Customer Service Is Not Good Enough—Even in B2B

Having good customer service is not good enough in today’s service industry. As technology rapidly evolves, so do clients’ expectations for a premium customer experience—and their expectations are being set by B2C businesses. If a company refuses to acknowledge and invest in a better customer experience, then its clients will migrate to competitors—perhaps even if the competitors’...

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Here’s the deal with digital.

Here’s the deal with digital.

Leading companies across numerous industries are abuzz with going “digital.” At West Monroe, we believe going digital—or digitizing information so it can be transmitted, stored, and analyzed to gain new insights and efficiencies—is a key enabler and accelerator of an organization’s strategy. But what does a utility have to gain from this digital revolution?…

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Two Sides to Every Storm: Hurricane Irma and Providing or Depriving a Positive Customer Experience

Two Sides to Every Storm: Hurricane Irma and Providing or Depriving a Positive Customer Experience

Hurricane Irma made its second U.S. landfall on Marco Island, FL early Saturday afternoon. As one of the strongest hurricanes ever recorded in the Atlantic Ocean, the impact of the category five storm has been extreme. Irma’s wrath damaged areas from Southwest Florida to South Carolina, created one of the largest mass evacuations in U.S.…

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The Implications of Big-data Marketing: Bigger Than You Think

The Implications of Big-data Marketing: Bigger Than You Think

Across all industries – from utilities to banking and from healthcare to education – organizations are tapping into unprecedented amounts and types of actionable “big data” to understand consumers and drive powerful engagement. This is possible through evolving tools that analyze and parse data into hyper-personalized micro-segments of consumers – enabling an organization to deliver the right...

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Welcome to “This Is CX” – A Podcast about Customer Experience

Welcome to “This Is CX” – A Podcast about Customer Experience

West Monroe is proud to present a new podcast, “This Is CX”, a discussion about all-things “customer experience” hosted by me and Paul Hagen. Our podcast reviews the best practices of building a disciplined customer experience program in a way that creates real business value. Each episode typically includes a discussion on a key CX topic, while also highlighting tools that CX...

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Four Ways Healthcare Organizations Can Embrace Virtual Assistant Technology

Four Ways Healthcare Organizations Can Embrace Virtual Assistant Technology

Virtual assistant technology is primed to improve interactions across the healthcare industry; make sure your organization is ready to capitalize. Virtual assistants are poised to transform the way people interact with information. The technology uses conversation-like exchanges to streamline everyday tasks and inquiries, and it is only going to become more prevalent: Amazon’s Echo was the...

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