How do you measure and report on your professional services client experience? Do you use data, conversations or both? What works best? Join ICON APAC for an informative webinar where we discuss two very different strategies for measuring and improving the client experience.
In ‘Words or Data?’ we will hear from senior professional services specialists as they discuss the benefits of different client information strategies, the impact they can have on your organisation, and where to get started implementing these.
Nora Slattery, APAC Regional Director at global data implementation and strategy house BluPrintx, and ICON Board member Damian Garthwaite will present on:
*How data can improve service, client communications and firm strategy to grow a practice or firm; and
*Where to start in improving your data collection, interpretation and use
ICON Board member Vivienne Corcoran will introduce Katrina Jayasinghe from Grant Thornton and Gary Smythe from King & Wood Mallesons as they discuss:
*What information their firms collect, what works and what doesn’t; and
*Where to start in developing a customer-first approach.
Nora Slattery is the APAC Regional Director at Bluprintx and knows it is not easy to bring order to technological and organizational chaos but specialises in helping firms build eco-systems for reliable growth.
Katrina Jayasinghe is passionate about helping businesses engage with their prospects and clients, win quality work, grow their accounts, and deliver an exceptional client experience. As Head of Client Experience at Grant Thornton Australia, she believes that changing behaviour, changes outcomes and is driven to see the impact of her efforts in driving client centric change.
Gary Smythe has held BD and Marketing roles at a wide range of accounting and law firms. In his current role as Head of Insights - Clients & Markets at King & Wood Mallesons, Gary is responsible for the firm’s collection and use of client data to support the client engagement process.
Damian Garthwaite is a senior marketer with a deep knowledge of effectively utilising online and traditional marketing channels, he currently drives the account management, skills coaching, content development and effective events at Madgwicks Lawyers.
Vivienne Corcoran is a senior professional services marketer with a passion for client service. She has turned what she has learnt from 1000s of client interviews into improved client experience. She is currently working on a PhD on client service with Edinburgh Business School.
Wednesday, 4 October 2023
Sydney / Melbourne - 12:00 pm - 1:00 pm
Brisbane - 11:00 am - 12:00 pm
Adelaide - 11:30 am - 12:30 pm
Hong Kong / Singapore / Perth - 9:00 am - 10:00 am
Auckland - 2:00 pm - 3:00 pm
Free to ICON members
AUD 90 for non-members.
Webinar login details will be sent to the registrant upon registration.