In 2022 Beaton conducted a first-of-its-kind study into the client experience (CX) strategies of professional services firms across Asia Pacific. While previous Beaton CX research has demonstrated what clients are looking for in the firms they use, this study investigates how firms are executing their CX agenda.
The survey was distributed to professional services practitioners and CX decision makers across the full spectrum of B2B professions: accounting, management consulting, legal, intellectual property specialist, and built and natural environment consulting services.
This report is the first of its kind to measure and compare the progress and impact of CX strategies and investments across the professions in a sample of this size.
Some key numbers:
The report explains via charts, analysis, and interview comments…
- A client-centric framework for thinking about service engagement
- The current state of CX – from both the clients’ and firms’ perspectives
- Key indicators for determining CX success
- How improving CX correlates with business growth and financial returns
- Which industries are prioritising CX and how firm size has impact
- The key investment CX leaders make that other firms do not.
This report helps you…
- Build a business case for CX
- Design a framework for thinking about CX operations in your firm
- Create a roadmap of CX initiatives
- Benchmark your CX investments against the industry
- Differentiate your CX approach.
