Mapping the client journey is an eye-opening exercise that highlights inefficiencies and bottlenecks in your firm’s processes. By dissecting each stage of the client’s experience, from initial contact ...

When it comes to delivering on the client experience, Tom West said it should be "an elevated experience." As senior partner at Virgina-based Signature Estate & Investment Advisors and the head of an ...

Understanding and implementing exceptional CX design is key to standing out in a crowded marketplace and building lasting relationships with one’s customers. Customer experience design (CX design) has ...

“I am excited to introduce our next step in this journey, the Webex AI agent. This is in pilot right now, it will be available to our customers in an early calendar quarter in 2025. This AI agent ...

According to research from BTI Consulting, just over one in four corporate counsel would recommend their primary law firm to a peer. That’s a dramatic drop from 69% in 2020. The reason? It’s not a ...

The question is not whether advisors should improve their technology but how they can do it in a way that improves the client ...

Customer journey analytics software aims to help businesseses understand, optimize and personalize every step of the customer experience. By aggregating and analyzing data from touchpoints across both ...

“People will forget what you said, people will forget what you did, but people will never forget how you make them feel” (Maya Angelou). There is probably no other statement that expresses the ...

Customer experience (CX) refers to all interactions customers have with an organization as well as their perceptions and feelings associated with that organization. McKinsey defines CX as “everything ...

When we talk about customer experience (CX), the spotlight often falls on front-end interactions: the smiling voice on the phone, the helpful chatbot, the timely follow-up email. But what many don’t ...