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Customer Experience

Engage Customers
Drive Top Line

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—and accelerate to today's pace of change. 

Our unique blend of business consulting and deep technology puts human-centered design thinking at its core to help clients develop a cohesive program that ultimately drives top-line revenue.

We help you create an agile operating model and craft strategies for the digital world, revolutionizing the way you do business. We partner with clients to navigate the abundance of data and use data to make better business decisions. And, we understand the workforce and expectations are changing. We'll work with you to deliver a customer experience that sets you apart. 

Doug Armstrong
Our Team

Our team has deep expertise in strategy and customer analytics, CRM, digital platforms, marketing enablement and high performance contact centers.

Transforming Barclaycard's Customer Experience
FOCUS AREAS
Salesforce

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? 

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Customer Experience Strategy
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?
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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.
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LATEST INSIGHTS
SOCAP Southwest Regional Chapter
AI in the Contact Center
By: Dan Davidson, John Sprunger
Date: April 27, 2018 Time: 10:30 AM MST
Join West Monroe's Dan Davidson and John Sprunger at SOCAP's Southwest Regional Chapter event.
Service: Customer Experience, Digital, Technology
Two West Monroe Partners Consultants Named Consulting® Magazine's 2018 "Rising Stars of the Profession"
Kevin Hulsebosch and Jordan Sternlieb recognized for excellence in financial services in Consulting® Magazine's fourth-annual list of up-and-coming leaders of the profession.
Date: April 20, 2018

CHICAGO – West Monroe Partners, a national business and technology consultancy, today announced that two consultants – Kevin Hulsebosch, a manager in Chicago, and Jordan Sternlieb, a director in Los Angeles – have been named 2018 Rising Stars of the Profession by Consulting® magazine, an annual recognition program that spotlights emerging industry leaders under the age of 35. Both Hulsebosch and Sternlieb are recognized for excellence in financial services.

Service: Customer Experience
Industry: Banks & Credit Unions
Building a Patient-Centric Technology Architecture to Power Your Health System
The healthcare landscape is facing powerful and disruptive market forces that are rapidly dismantling norms and traditional business operations.
By: Chris Althoff, Andrew Walker
Date: April 16, 2018
These trends are no secret to the industry and reach all facets of healthcare, from payers to health systems to life sciences.
Service: Technology, Customer Experience
Industry: Healthcare
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