Rise of the Customer Experience (CX) Professional

The most poignant part for me of last night’s Southern California CX Day that West Monroe hosted in its Los Angeles office was the 12 or so design students from Pasadena’s prestigious Art Center College of Design who attended. As I talked with one recent graduate — who received both an MBA from Claremont’s Drucker School of Management as well as an MS in Design from the Art Center as part of...

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What Does Customer Experience (CX) Mean to Me?

As CX professionals gather across the globe today to celebrate CX Day, I am taking time to reflect on what CX means to me and why it matters. It’s about society, culture, connection, ultimately… human beings. At the interaction point of any business process, technology implementation, mobile application, support call or tweet; exists a human being desiring a positive experience, a...

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Customer Experience Day: Time to Decide “To be or Not to be”

Annual events provide a milestone to check progress, and dream about what’s yet to come. Ta-Da. CX Day is here! No better time than now to evaluate the state of the Customer Experience world – its practitioners, its success stories, its struggles. Having staked my career to CX for the past 7 years, I would summarize as follows: There’s more talk about CX, than action.…

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