The state of Customer Experience in Professional Services
The Professional Services sector is undergoing constant transformation. Digital expectations, hybrid working and increased competition are impacting Customer Experience. Professional Services firms encounter CX challenges with complex projects, varied customer expectations and managing teams across locations.
Leading firms are shifting their focus from deliverables to value realization, recognizing that how a service is delivered is just as important as the outcomes. Beyond traditional success indicators, such as billable hours, on-time projects and response times, Professional Services are looking at added-value outcomes and customer feedback too, acting as a business partner.
This white paper explores this evolving experience-driven focus on value, and discusses how to lay the groundwork for a model of continuous improvement.