While client experience or CX is not a new term, it is an area of significant innovation and one largely driven and implemented by marketing and business development professionals. As with all areas of innovation, the landscape is evolving rapidly. In the case of CX, professional services firms must swiftly and efficiently adapt to the increasing demands of clients – that is, with agility. To do so takes more than great service skills.
In this webinar, beaton will share the results of recent research into the operational factors within professional services firms that determine a firm’s ability to successfully compete on CX. From strategy, service, technology, skills and leadership, we will explore the attributes that firms succeeding at CX demonstrate and their areas of priority investment so you have a framework to consider the approach to client experience within your firm.
The data behind this research is based on the results of the beaton State of CX in Professional Services survey of 199 APAC firms and showcases the barriers to and opportunities of CX success to take back to your business leaders.
Presenter Details:
Kim Weigand, Partner, beaton
Kim brings over 20 years’ experience in the professional services industry and 10+ years in senior marketing and business development leadership roles. She has managed teams and stakeholders across Australia, USA, Asia and the United Kingdom. Kim brings a practical approach to driving purposeful change within organisations, with energy and enthusiasm.
Kim is now part of the beaton CX consulting practice and works with firms’ leadership and operational teams to implement transformation projects aimed at improving the firm’s ability to deliver consistent and outstanding client experience.
Kim has designed, developed and delivered CX projects across a range of firms and industries, focused on developing maturity in their approach to sustainable client engagement and market differentiation.
Event Details:
Wednesday, 28 September 2022
Auckland - 3:00 pm - 4:00 pm
Sydney / Melbourne - 12:00 pm - 1:00 pm
Adelaide - 11:30 am - 12:30 pm
Brisbane - 12:00 pm - 1:00 pm
Hong Kong / Singapore / Perth - 10:00 am - 11:00 am
Free to ICON members
AUD 90 for non members
Webinar login details will be sent to the registrant upon registration.
This event qualifies toward an ICON badge 