Our mission is to future-proof firms to compete on experience.

May 4, 2023

Is customer service the same thing as customer experience? Businesses often use the terms interchangeably, and of course they are related.

But there’s a crucial difference. Customer service is what you give. Customer experience is what they get.

April 27, 2023

What would happen if your strategic decision-makers spent 2 hours of every month calling random clients? Not "their" clients, not key clients, not happy clients; but random clients.
What would they hear and how would it inform your client-centric strategy? This won't become common practice any time soon. But is it really so crazy?

March 2, 2023

Hybrid working, digitised services and the responses of your competitors are all influencing how clients see your brand and how it compares. So how can you keep your finger on the pulse and ensure that your firm makes the right decisions about CX improvements? This is where pragmatic AI is already helping professional services firms to: hear the real voice of their clients; increase the breadth and volume of client feedback; track their brand and reputation in real-time

October 29, 2022

Using modern technologies for client listening doesn't undermine the personal relationships, it strengthens them by giving fee-earners rich and current insights. It also enables you to:
- Hear the real voice of your clients
- Measure all stages of the client journey
- Benchmark performance within and across firms.

September 22, 2022

How firms conduct client listening is changing. The pandemic disrupted traditional client engagement. It forced professional services firms to manually gather more feedback, from more clients, more often. In response firms are embracing the mindset of always-on client listening.

September 15, 2022

MBNA was only bank I’ve come across, that could wallpaper the wall outside the CEO’s office, with letters of appreciation from their customers – some even asked for marketing materials to give to their friends! Now that’s a NPS Promoter…! How did they do it? By building a business engrained in the philosophy ‘think of yourself as a customer’.

Time for a chat, or prefer to keep informed?

Is your firm ready to implement always-on client listening?
With a quick video call, we can help you decide.

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