A 10-step Guide to Handling Even the Most Complex Salesforce Org Merges

A 10-step Guide to Handling Even the Most Complex Salesforce Org Merges

There’s no denying that the last few years have seen a flurry of mergers and acquisitions. With $2.1 trillion spent on acquisitions in 2017 and close to 7,000 completed M&A deals already for 2018, it’s clear that companies are combining, splitting, and re-combining at rates faster than ever before. All that deal-making can be exciting, but once the ink is dry, these newly merged entities...

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Why Humans Matter Most When Designing Bots: UX Best Practices for Conversational Interface Design

Why Humans Matter Most When Designing Bots: UX Best Practices for Conversational Interface Design

Advanced digital capabilities in Artificial Intelligence (AI) and Natural Language Processing (NLP) will alter how people interact with data. The growing adoption of voice platforms like Amazon Alexa and Google Assistant, as well as messaging platforms like Facebook Messenger and Slack, means humans will interact increasingly more with technology through conversational interfaces (CI), rather...

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Salesforce Spring ’18 Has Sprung

Salesforce Spring ’18 Has Sprung

Spring is on its way, which means the Salesforce Spring ’18 release has arrived, and with it, a number of key things we think our customers should be implementing. This was a big release in a lot of ways, and we will highlight a few key areas for each of the main clouds for customers to start thinking about.…

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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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The Unsexy Side of Fintech

The Unsexy Side of Fintech

Fintech usually has a sexy connotation associated with it, so last week when I was in New York speaking at Bank Director’s FinXTech conference, I enjoyed the irony of being on a panel to discuss “The Unsexy Side of Fintech.” The conference primarily focused on discussing the impact of Fintech on the Financial Services industry, the current state of innovation, and what’s...

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Should CX Be Regulated?

Should CX Be Regulated?

As the 24/7 news cycle turns away from the recent United Airlines issue everyone is probably sick of discussing, a new topic is beginning to permeate the back-page headlines. The regulation of customer service in the airline industry. Regulation of customer experience is nothing new to highly regulated industries, just ask anyone in Energy and Utilities.…

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Personalized Marketing and its Impact on Customer Experience

Personalized Marketing and its Impact on Customer Experience

We’ve all been there: inboxes flooded with irrelevant offers for products and services that make you ask yourself, “Why am I receiving these offers?” Maybe you subscribed to an email newsletter months ago and no longer find it useful or maybe you purchased a gift for someone over the holidays and now receive every new “special offer” or “exclusive deal” that they launch.…

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Chicago, IL 60606
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