What your client satisfaction survey isn't telling you
Strong survey scores, then two top clients give notice without warning. Here's why satisfaction data can't predict retention risk, and the questions you're not asking.
Data that proves value
Products that gain traction
Client retention
What accountancy firms can learn from SaaS companies
SaaS firms know exactly when a client's engagement dips. Accountancy firms wait for the deadline. Here's what that gap costs over the next decade.
Workflows that free capacity
Experiences that convert
Winning new business
Client retention
How digital can make advisory firms more human, not less
Clients feel nine times more committed to their lawyer than your firm. Here's how digital strengthens that bond rather than replacing it with self-service.
Workflows that free capacity
Experiences that convert
Winning new business
Client retention
Automate carefully: where human judgment still matters
The danger isn't the task you automate well. It's the one that looks routine but hides complexity. Here's how to design oversight that catches it.
AI that improves performance
Workflows that free capacity
Client retention
Reducing cost and risk
The new role of data in client experience
Most firms treat client data as a marketing asset. It's an experience asset. Here's how the data you hold can make every interaction feel attentive.
Data that proves value
Experiences that convert
Choosing the right technology
Client retention
How to get partners in a professional services firm to actually use the new website
You've launched a sharp new site and the partners have collectively shrugged. Here's why announcing it isn't enough, and what actually changes their behaviour.
Experiences that convert
Products that gain traction
Making the case internally
Client retention
Your client portal has a 14% adoption rate. Here's why
"Our clients prefer email" is almost always the wrong diagnosis. Here's what actually kills portal adoption, and why most low-usage portals are fixable without rebuilding.
Products that gain traction
Workflows that free capacity
Client retention
Reducing cost and risk
Why digital trust is now a competitive advantage in financial services
Trust in financial services is falling despite years of investment. Here's why the digital signals shaping it are the vulnerability most firms haven't spotted yet.
Experiences that convert
Winning new business
Client retention
How to run a steering committee that actually steers
Fourteen people can't steer anything. Most committees report rather than decide. Here's the three-item, 90-minute structure that produces actual decisions instead of comforting status updates.
Products that gain traction
Making the case internally
Reducing cost and risk
What to do when your agency relationship isn't working
Three months in, the agency's gone quiet. The next few weeks decide everything. Here's why you diagnose the failure type before having any hard conversation.
Products that gain traction
Reducing cost and risk
How to write a brief for a digital partner
Sixty percent of digital failures trace to a vague brief. Describe the problem, not the solution, and share the budget. Here's what actually belongs inside.
Products that gain traction
Making the case internally
Reducing cost and risk
When to stop experimenting with AI and start committing
Twelve months of pilots, workshops and Slack channels. Ask what's actually changed operationally. Here are the four conditions that tell you it's time to commit.
AI that improves performance
Making the case internally
Choosing the right technology
Outsource, hire, or both? How to decide what to build internally
Outsource or hire isn't the real question. Own the strategic capability, partner for specialist execution. Here's how to decide what genuinely belongs in-house.
Products that gain traction
Making the case internally
Reducing cost and risk