West Monroe’s work with Barclaycard US leads to a 2016 CX Innovation Award

The CX Innovation Awards, now in its fifth year, recognize companies that demonstrate innovative techniques to improve customer experience and business results. A panel of expert judges selected Barclaycard as one of only five winners for 2016. 

West Monroe’s partnership with Barclaycard on their “Customer Journey Operation Model” led to the prestigious award. Barclaycard’s innovation focuses on the often overlooked yet critical component of organizational design. The CX team, in collaboration with the CEO created a governance model centered on key customer journeys, and assigned owners, who have end-to-end accountability and are empowered to make decisions for their journeys, including resource allocations. Though it is early in the implementation, benefits include transparency in project investment, alignment across channels and functions, and more focus on the customer.

“West Monroe Partners is honored to have worked with Barclaycard on this project. It’s something that is truly cutting-edge in financial services and our team is proud to have worked with Barclaycard on such an innovative customer journey operation model. We are excited to see how this approach will continue to help Barclaycard remain one of the top in the industry,” said Kyle Hutchins, senior director and national lead of customer experience at West Monroe Partners. 

"Each year the remarkable winning innovations set the bar higher, and then the next year's entries reach and surpass those high levels, as these creative and sophisticated initiatives demonstrate," said Tabitha Dunn, Vice President, Customer Experience, Concur Technologies and co-lead for the 2016 Insight Exchange. "The teams who developed this year's remarkable winning innovations, benefiting their companies and their customers, are also benefiting the whole CX field and moving the industry forward."

Watch the video discussing the project and to hear directly from Sylvia Veitia and Gil Mermelstein, managing director at West Monroe.

View the full listing of the 2016 CX Innovation Award winners.

About the CXPA

The Customer Experience Professionals Association is the premier global non-profit organization dedicated to the advancement and cultivation of the Customer Experience profession. The CXPA increases the impact and visibility of Customer Experience professionals, facilitates effective member-to-member sharing, and establishes respected standards. Founded in April 2011, the CXPA has more than 80 Corporate Members and 4,000 customer experience professionals in its community. For more information, visit www.cxpa.org.