Why Can’t I Get People to Think Differently?

Why Can’t I Get People to Think Differently?

We have all heard the old adage from Albert Einstein: “the definition of insanity is doing the same thing over and over again and expecting different results.”  But have you ever thought about how this applies to driving transformational change within your organization?  One perfect example is customer experience transformation, which may involve claims or policy servicing. …

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Are we there yet?

Are we there yet?

How many of you have heard this from your kids during a road trip?  We all have, even during short trips across town to the movie theater or to run an errand!   A more serious question is, how many of you have heard this from your project team regarding a major initiative such as a claims transformation or a CRM implementation? …

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What Can Healthcare Learn From Other Industries’ Best Practices?

Many industries have suffered the pain of transformational change. In doing so, they provide insight into how to effectively overcome a variety of obstacles. If the healthcare industry can leverage the experience of others’ past failures, their own transformation will be accelerated.  In recent years, stories about healthcare often portray the industry in a negative light, including the...

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Keeping Retail Banking Relevant – Ever thought of your local bank branch as a Starbucks? Part 1 of 2

When was the last time you visited your local bank branch? Physical banking seems to have become something of the past for most millennials, or 25% of the US population. According to the industry data, the majority of customers visit their physical branches once every six months. Moreover, over 80% of customer interactions are performed through self-service channels.…

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Technology Transformation is Not Always the Silver Bullet

It has become a general trend that banks continue to enhance their existing product offerings by upgrading their technology platforms for a better user experience. Many would equate such technology upgrades to “transformation.” These replacements or upgrades are commonly perceived by banks to be the solutions for customer attrition, below average customer experience, and to keep up with...

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Contact Center Transformation: From Strategy to Inception

West Monroe Partner’s High Performance Contact Center team recently conducted a half-day workshop at the ICMI Contact Center Demo and Conference in Chicago.  We demonstrated how you can transform your contact center from the ground up – from organizational design, to reworking operations and strategy, to the technology and processes that support your goals. …

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Pharma Industry Transformation: Welcome aboard

The pharmaceutical industry is undergoing significant change. A decline in blockbuster drugs, eroding profit margins and changing customer preferences and demands present challenges, but also opportunities for pharma companies. Transformation will occur from R&D to Consumers. It’s no secret that the pharma sector is behind when it comes to operating efficiently, especially in the...

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“Smooth” Optimization

I LOVE smoothies! Delicious treats for those with seemingly healthy habits, and an alternative to milkshakes for those with a sweet-tooth like myself. And where do we all get them? Most likely Jamba Juice as they are definitely the main player in this $2B industry. If you, like me, frequent the establishment on occasion, then you’ve most likely noticed the changes that seem to happen...

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Email: marketing@westmonroepartners.com
222 W. Adams
Chicago, IL 60606
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