This is part 2 of a two-part blog about how your business can improve client experience (CX). Read part 1 on communication and consistency here.
While the titles may have changed and adapted to industry trends over the years, all of us who work in services delivery are ultimately in the business of serving our clients and managing their customer experience (CX).
In a very telling statistic produced by our customer and partner, Qualtrics, 80% of CEOs believe their companies deliver a superior experience - while in reality, only 8% of their customers agree. Qualtrics has dubbed this the “Experience Gap.” It’s clearly a huge problem and...
There is an age-old debate within the professional services community about the best way to optimize resource utilization. Specifically, how do you maximize utilization of your existing resources, identify a shortage of specific skills and people, as well as the need to bring on additional people, and smooth out demand when you have peaks and valleys across client projects?
In short, how do you best match supply and demand?