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

May 11, 2021

Professional services firms have reached a fork in the road. Digital transformation is now evolving what firms deliver to their clients and how. To keep up, firms are looking at how they use client-related feedback to make faster and more informed decisions.

But there are two paths ahead. Do they create a scalable feedback process they can grow into? Or stick with traditional manual processes until the volume gets too much?

May 4, 2021

Do your surveys give short-term answers but provide little long-term value? Then your firm may still be sending out stand-alone surveys. These are surveys that are disconnected from the other sources of feedback and the decisions they need to inform.

Traditional feedback processes still treat surveys, interview transcripts, reviews and informal feedback as stand-alone data sources. But forward-looking firms are taking a different approach and beginning with the required insights not the tool.

April 27, 2021

Most firms I talk to have become very good at collecting data pebbles. Stand-alone surveys, transcripts from individual client conversations, email feedback, online reviews…

Making sense of data pebbles is hard. Firms don’t want more data pebbles, they want more actionable insight. Insight rocks turn the thousands of small data points into the essential themes a firm needs to know.

April 20, 2021

Last year digital transformation focused on remote working. It was about delivering the same services in new ways.

April 12, 2021

Saying “I know MY clients” is no longer enough to protect and grow revenues.

March 2, 2021

What does a future-proof client listening programme look like?

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