What’s the future of client listening?
Client expectations have evolved over the last 12 months along with how firms are delivering their services. As a result, being able to anticipate and respond to change quickly has become a competitive advantage. An advantage that helps you protect and grow revenues.
To discover how firms are creating this advantage, we spoke to senior people at 15 professional services firms. We heard that client listening is becoming significantly more important to them because they needed a more robust way to understand evolving needs and priorities.
They told us that the traditional client listening process can’t scale to meet these demands. It’s too manual and subjective. Instead, they need a system and process that’s “automated”. “streamlined” and “holistic”.