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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Shifting customer and competitive dynamics pose new challenges, opportunities in banks’ search for non-interest income

In late 2010, West Monroe Partners worked with a mid-sized commercial bank to assess the viability of implementing a prepaid card product. The comprehensive product profitability model developed with the bank included the inputs of customer segmentation analysis and adoption forecasting, in addition to prepaid card vendor pricing structures to provide a comparable view of the proposed...

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