Services
Customer Experience & Platforms
Your customers expect seamless, personalized interactions. Transform your customer experience with the right strategies and modern platforms. Is your business equipped to meet their demands?
How We Help
Customer Experience Strategy & Execution
We collaborate with you to design, refine, and implement customer-centric strategies that align with your goals and deliver measurable results. By mapping customer journeys and identifying critical touchpoints, we help you uncover opportunities to engage more effectively and build experiences that resonate. Leveraging human-centered design and advanced analytics, we reimagine how your brand connects with customers across digital and in-person channels.
Our approach goes beyond strategy to execution. Together, we’ll create seamless, personalized interactions that foster loyalty and drive business growth. From developing innovative platforms to optimizing how your teams deliver service, we’ll equip your team with the insights and tools needed to act with precision and agility, positioning your business to exceed evolving customer expectations.
Marketing, Sales & Service Enablement
Empowering your teams with integrated tools and data is essential to creating cohesive customer and employee experiences. We work to streamline workflows, align processes, and foster collaboration between marketing, sales, and service functions. By leveraging advanced analytics and automating key tasks, we enable you to deliver targeted marketing campaigns, actionable sales strategies, and personalized service that exceeds expectations.
Our solutions are tailored to drive measurable results. We assess your current operations, identify gaps, and implement systems that enhance efficiency and effectiveness. By bridging silos and enabling a unified approach, we help you deepen customer relationships, improve team productivity, and deliver consistent value at every stage of the customer journey.
The Case for Customer Experience & Platforms
- 48%
of customers are willing to pay more for quality customer service
- 2/10
of companies involve customers at every stage of their product development process
- 76%
of customers expect consistent interactions across sales, service, and marketing departments
What We'll Achieve
Elevated Customer Experiences
Deliver personalized, frictionless journeys that drive loyalty.
Scalable Technology Platforms
Modernize your operations today and prepare them for future needs.
Actionable Insights
Turn data into a strategic asset that powers growth.
Productive, Satisfied Teams
Create seamless connections between marketing, sales, and service teams.
Why West Monroe?
Certified Platform Expertise
We are certified partners with leading platforms like Salesforce, Databricks, AWS, and Alteryx, bringing deep technical expertise and proven frameworks to deliver results tailored to your needs.
Proven Track Record of Measurable Value
From unlocking $175M in new revenue to reducing operational costs by $7M annually, we deliver tangible, lasting impact through our customer experience and platform work. Our solutions are designed to create value early and often.
Collaborative, Co-Creation Approach
We're not just consultants—we're co-creators. Together, we'll collaborate to elevate your customer experience and modernize your platforms to drive measurable results and prepare your business for what's next.
Transformation in Action
How change management and technology revolutionized Navy Federal’s customer experience
Navy Federal saw an opportunity to improve its member experience and streamline its business processes. We helped them improve onboarding for 140K+ business members, enhance compliance capabilities, and create a more seamless, efficient experience for both employees and members.
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Revolutionizing customer care for a multinational quick-service restaurant
A multinational quick-service restaurant faced growing customer care challenges, from outdated contact center processes to rising incident volumes. With our commitment to value acceleration, the CFO approved a four-year transformation to modernize their operations and create a lasting customer care strategy.
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Modernized virtual care boosts patient engagement
To improve health outcomes and lower medical expenses, an onsite primary care provider set out to enhance patient engagement. They partnered with West Monroe to consolidate systems, develop intuitive mobile apps, and deliver a new virtual care offering that would expand access to care for 400,000 additional patients.
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