A few weeks ago, we shared our latest data-driven insights into the ROI opportunities for Consulting Engineering / Built Environment firms in investing in Client eXperience (CX) programs. We outlined that the report “provides unequivocally clear evidence that increasing Excellent CX and avoiding Poor CX supports profitable growth. Today’s evidence-driven insight reinforces why it is so important to keep in meaningful contact between projects. Yes, wait for it. The greatest ar

Law firms neglect the C-suite at their peril continues a series of posts based on data in recent beaton evidence-based reports on ROI opportunities for professional services firms investing in Client eXperience (CX) programs. One of the many insights in these reports for all professions is evidence that 'increasing excellent CX and avoiding poor CX unequivocally support profitable growth'. This post asks what it takes for a law firm to ensure every senior manager in their cli

Two weeks ago, beaton shared our latest data-driven insights into the ROI opportunities for professional services firms investing in Client eXperience (CX) programs. This data was sourced from our latest beatoncompass CX in Professional Services reports. These are now available for Accounting, Built Environment and Consulting Engineering (‘CE’) and Legal services. We said that the report “provides unequivocally clear evidence that increasing Excellent CX and avoiding Poor CX

Those with good French pronunciation say Plus ca change plus c'est la meme chose. Those like me say The more things change, the more they stay the same. It's timely to ask whether this proverb is true for the factors that drive decision-making by clients of larger law firms? We are asking – and seeking to answer – this question as the COVID-19 health and economic crisis grips the world. Some background First, a technical word for readers who are curious about our statistical