Who will win the loyalty of the customer of the future?

Who will win the loyalty of the customer of the future?

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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The Status and Future of REV

The Status and Future of REV

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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Performance Services: A combined distributed and centralized service desk can lead to better customer service

Businesses choose to outsource IT services for many reasons that range from quality to cost to focus.   The Performance Services (“managed services”) team at West Monroe Partners helps clients by outsourcing applications and infrastructure management.   A key component of our offering is our Service Desk which is our face to our client’s employees and in some cases, our client’s...

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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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Phone: 312-602-4000
Email: marketing@westmonroepartners.com
222 W. Adams
Chicago, IL 60606
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