Customer expectations are changing fast, while customer-related data is pouring in at an unprecedented rate and volume. How can you contextualize and analyze all this customer data in real time to meet increasingly demanding customer expectations? Join Mike Rowland, Director and National Practice Leader for CX Strategy at West Monroe Partners, and Kartavya Jain, Product Marketing Manager at DataStax, for an in-depth conversation about how customer experience frameworks, driven by Design Thinking, can help enterprises: understand their customers and their needs, define their strategy for real-time CX, create value from contextual and instant insights.

1. Becoming a Customer-Centric
Enterprise via Real-Time Data
and Design Thinking
Mike Rowland, Director CX Strategy, West Monroe Partners
Kartavya Jain (KJ), Product Marketing Manager, DataStax
January 2018

2. BUSINESS
CONSULTANTS
DEEP
TECHNOLOGISTS

3. BUSINESS
CONSULTANTS
DEEP
TECHNOLOGISTS

4. BUSINESS
CONSULTANTS
DEEP
TECHNOLOGISTS

5. BUSINESS
CONSULTANTS
DEEP
TECHNOLOGISTS

6. © 2017 West Monroe Partners | Reproduction and distribution without West Monroe
Partners prior consent is prohibited.
© 2017 West Monroe Partners | Reproduction and distribution without
West Monroe Partners prior consent is prohibited.
Data driven CX helps Sr. Executives and Boards build
business value with strategies for what’s next to
accelerate their organization to sustainable advantage
in the marketplace.
ACCELERATING TO ADVANTAGE

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West Monroe Partners prior consent is prohibited.
The Challenges are Real.THE SHIFT IS
UNDERWAY
EVERYTHING IS SHIFTING. TO KEEP UP, YOU NEED TO…
-
-
-
+
+
+
Keep your finger on the pulse of the
customer.
Develop an organization focused on
data driven decisions.
Organize in a flexible manner to react
nimbly to market needs.
Customer expectations are changing
faster than ever.
Accelerating technology and data
driven capabilities are disrupting
markets.
Organizational structures are unable to
effectively meet the needs of a
changing market.
ORGANIZATIONS ARE FACING FOUNDATIONAL MARKET ISSUES
IMPACTING THEIR ABILITY TO COMPETE.

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West Monroe Partners prior consent is prohibited.
To Accelerate, Organizations Must be Built
on a Foundation of Customer Experience
WHY CX?
EVERYTHING IS SHIFTING. TO KEEP UP, YOU NEED TO…ACCELERATING
BUSINESS VALUE
ACCELERATING TO ADVANTAGE
results when executing on
customer experience becomes a
clear differentiator that delivers
higher revenues and profits.
BUILDING
STRATEGY
Informed by research &
insights
PROGRAMS
Delivered through digital
channels
TECHNOLOGY
Enabled by digital
platforms
ANALYTICS
Used to inform your
strategy
PROCESS
LEADERSHIP
GOVERNANCE
PEOPLE

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Achieving Customer Experience Success is a
Journey to Unlock Value
CX MATURITY
Differentiate
Optimize
Elevate
Repair
Economic
Value
Inefficient
Coordinated
Data Driven
Competitive
Advantage

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Value must be balanced between the customer
and your organization
CX Value

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And that’s where measurement becomes
important…
CX Value
Improved Customer
Experience
Improved Employee
Satisfaction
Improved Operations to
our Customers
Cost Savings & Growth
Opportunities
Overall Satisfaction
Customer Effort
Customer Success
Customer Touchpoints
Overall Satisfaction
Empowerment
Employee Success
Retention Rate (%)
Digital Self-Service Activity
Website Activity
Process Efficiencies
Fulfillment Improvements
Increased Share of
Wallet ($)
Key Customer Retention
Rate (%)
Key Customer
Profitability ($/%)
“Are we providing
value that meets the
needs of our
customers?”
“Are our employees
empowered to deliver
those benefits?”
“Are our operational
metrics improving as a
result?”
“What is the economic
value of our
improvement?

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West Monroe Partners prior consent is prohibited.
AES – WMP CX CollaborationCUSTOMER
EXPERIENCE
“To deliver a better customer experience we’re
going to have to be much more externally focused,
and it’s not just IT, not just customer service – it
has to be the whole company.” Mike Collier, AES
ENERGY CONTROL

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West Monroe Partners prior consent is prohibited.
Barclaycard – WMP CX CollaborationCUSTOMER
EXPERIENCE
“As engaged customers become happier
customers, we’ve been able to benefit from a
lower cost of serving our customers.” Sylvia
Veitia, Head of Customer Experience, at
Barclaycard
ENEY CONTROL

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Design Thinking uncovers customer experience
opportunities using a collaborative approach
CUSTOMER-
CENTRIC FOCUS
“Design Thinking” is a well-defined process for driving creativity and
innovative solutions for our customers and employees
DEEPEN Methodology
Understand the
customer’s POV
through data
driven personas
and journey maps
Define the issues
& potential value
beginning with
your North Star
Ideate future
state solutions
that unlock
business value
Develop a
roadmap to
activate your
vision
Build, test
and deploy.
COLLECT
DATA TO
ITERATE!
Define Empathize Envision Plan Enact

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Your CX Starting
Point
THE JOURNEY TO VALUE STARTS HERE
IDENTIFY THE NORTH STAR
The foundation of value acceleration is your customer promise,
or North Star and how you deliver value to your customers.
Through the lens of the North Star, your strategy moves from repairing
customer touchpoints to differentiating on customer experience.

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CLOSING The West Monroe Commitment
 Business acumen with technical expertise
 Focus is to achieve sustainable value
 Collaborative teamwork
 Knowledge transfer of CX tools and techniques
 Strong track record delivering value to our clients
Thank You

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19. A unified CX data layer of database, search, and
analytics, that enables enterprises to:
• Innovate by using our data platform to gain a
holistic view of all customers
• Accelerate their customer experience initiatives
• Mitigate risk and increase flexibility for critical
customer experience initiatives
DataStax Enterprise is powering the
Right-Now Enterprise

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West Monroe Partners prior consent is prohibited.

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