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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How to Build an Analytics Center of Excellence to Tackle Utility Problems

How to Build an Analytics Center of Excellence to Tackle Utility Problems

We recently attended the annual gathering of utility practitioners at Utility Analytics Week in San Antonio. A common theme discussed was “how do we get started?”, “where do we start?”, and “how do we justify the cost?”. Electric utilities are becoming increasingly digitally-oriented and data intensive with the adoption of AMI meters, deployment of SCADA systems across the grid, and...

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Blog Series: Business Relationship Management – Part 1

Blog Series: Business Relationship Management – Part 1

A Discipline or Role? This is the first of a three-part blog series explaining how Business Relationship Management (BRM) can be used as both a discipline and an enabler of digital transformation. To level set, digital transformation is the application of digital capabilities to processes, products, and assets to improve efficiency, enhance customer value, manage risk, and uncover new...

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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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The Layman’s Guide to Bitcoin, Alt-Coins, and Blockchain, and What it Means for the Digital Customer Experience

The Layman’s Guide to Bitcoin, Alt-Coins, and Blockchain, and What it Means for the Digital Customer Experience

Bitcoin – we’ve heard so much of the term from news outlets, various blogs, and social media regarding how great (and risk-fraught) of an investment vehicle it’s become. From humble beginnings as a simple depiction of a virtual currency with the usage characteristics of real cash and the potential to become the de facto currency for worldwide transactions, to a storage of wealth that’s grown...

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Digital Workforce of Tomorrow – What Does It Mean for Companies Struggling to Make Sense of the Digital Divide?

Digital Workforce of Tomorrow – What Does It Mean for Companies Struggling to Make Sense of the Digital Divide?

West Monroe Partners recently hosted a round table in Seattle for local workforce, HR and technology leaders on the topic of the future of work. There was a broad range of companies at the table, including Starbucks, REI, Zumiez and Delta Dental of Washington. To start the discussion, we posed a question to the group: With the advantages of being a “digital” company so well documented (better...

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Five Signs Rapid Prototyping May Be Right for Your Project

Five Signs Rapid Prototyping May Be Right for Your Project

If you’re like most consultants, you walk around spewing buzzwords daily. You know the ones—corporate synergy, big data, low-hanging fruit. They’re the words you use but, if put on the spot, probably couldn’t actually define. “Rapid Prototyping” likely falls into that category: you know it and even use it, but are unsure of how it applies to you or when you could utilize it.…

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Customer Experience in a Pokeball?

Customer Experience in a Pokeball?

Pokémon Go is the latest and hottest trend in North America and Australia right now, but it has yet to go viral beyond these boundaries. The limited global presence is not due to a lack of international demand, as we’ve seen many clones appearing in China, but is perhaps because the robustness of data required is only available for development and use within those geographic territories.…

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Three Things to Keep in Mind When Developing Content for Today’s Consumer

Three Things to Keep in Mind When Developing Content for Today’s Consumer

The evolution of technology – and the shift in how we interact with brands – has had a major impact on the expectations of today’s consumer. As marketers and customer experience professionals alike find themselves in this “always on” and “always connected” environment, we need to make sure we are adjusting our digital content strategy to meet the evolving expectations of today’s content...

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Are you Engaged with the Right Customers When Designing your Digital Customer Experience?

Are you Engaged with the Right Customers When Designing your Digital Customer Experience?

We’ve all had the experience of having a mobile app updated or having our organization roll out new software only to ask ourselves, “who created this thing? It’s so confusing!” or “This seems like it was designed by someone who has never had to do…X.” The impacts can be low usage, adoption, calls to the contact center, or users taking their business...

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Five Reasons Rapid Prototyping Rocks

Anyone involved in a new product or offering understands how requirements and design can quickly become out of control. Developers begin making assumptions through the build and integration of the solution. Project managers promise more than what is capable of the entire team. New voices get involved and user acceptance testing quickly spirals out of control, headed straight for failure.…

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