The ability to quickly discover what your clients’ are experiencing now and need next, is the foundation of a client-centric firm. In the past, this client understanding could be maintained through strong personal relationships. But now, individual partners knowing individual clients is not enough.
Expectations are evolving, driven by the best brands clients interact with. The recent surge in digital transformations has accelerated this change.
Firms that compete on client experience are facing several challenges in future-proofing their client intelligence processes.