Customer Experience
From Tweaks to Transformation

Customer Experience

Why Behavioral Economics for Customer Experience?
Behavioral economics can reduce customer effort, incentivize profitable behaviors and increase customer lifetime value.

The quest to deliver the ideal customer experience has been underway for years with mixed success. Many firms have harvested the low hanging “improvement fruit." Now it's time to move from tweaks to transformation.
 
Our unique blend of business consulting and deep technology puts human-centered design thinking at its core to help you develop a cohesive program that serves customer expectations better and drives top-line revenue.

We help you modernize your operating model, rooting it firmly in the outcomes customers seek. We help you determine which operational improvement areas to focus on to make the biggest impact. We don’t just help you formulate a customer experience strategy and insights, we help implement technology, drive it across channels, monitor results and adapt your culture.

 

Video: Customer Experience Overview
FOCUS AREAS
Salesforce.com

Customer relationship management is a modern name for an old concept—knowing your customer. Does your sales team have the insight it needs to grow the business, and is it equipped to deliver maximum value? 

Customer Strategy & Insights
With an abundance of customer data available from a growing number of sources, organizations are challenged to integrate and analyze this data, develop key insights, and build effective strategies to target and retain their most valuable customers. Can you?
Digital Strategy
It’s called “digital disruption” for a reason. Just about everything we do today has been revolutionized by the speed and magnitude at which digital channels impact how we interact and communicate.
High Performance Contact Center
Delivering a successful customer experience means making it easy for your customers to do business with you. That starts with your contact center.
LATEST INSIGHTS
Date : January 30, 2017

West Monroe is excited to sponsor the inaugural Chief Customer Officer USA forum January 30th - February 1st in Miami. 

Chris Althoff and Bryan Komornik discuss five ways healthcare providers and insurers can strengthen the patient-provider connection in the height of the digital age.
Date : January 12, 2017
The healthcare customer experience is rooted in the patient-provider connection. A recent Gallup poll found that U.S. citizens rank nurses, pharmacists and doctors as the top three most honest and ethical professions. But while this trust serves as a solid foundation, patient-provider relationships are only as strong as the lines of communication between these two groups.
Industry:
Health care consumers now expect the same type of seamless experience they get from Amazon and Uber
Author:
Date : January 11, 2017

Dan Howell discusses how healthcare organizations can best serve today's highly engaged consumer. 

Industry: