Redefining The Customer Experience In The Consulting Industry

Posted by Stephanie Salguero on October 12, 2016

redefining the customer experience

The Managed Services and Hosting Summit brought insight into the rapid changes taking place in the managed services industry. Held in London on 21st September, the event included expert speakers from Salesforce and Gartner. The key focus was customer satisfaction, with many speakers reinforcing how important it was for businesses to engage proactively with customers and highlighting the importance of investing in the right technology to provide a seamless customer experience.

“The customer should always be your true north” according to Tiffani Bova who talked about the necessity of keeping customers in mind when making business decisions. She mentioned a study from Walker Information where 83% of CEOs say their companies rely on customers’ feedback to guide business decisions.

Bova suggested “asking customers for their opinion should be part of improvement processes”. Did they have a smooth experience throughout the project? What ideas or improvements do they suggest you could take on board for a better customer journey? Bova went on to add that it was important to look at innovation from a customer’s perspective and to develop value propositions through the eyes of customers.

This is particularly applicable to the professional services industry where businesses are selling a service not a product. They need to make sure the customer is at the heart of what they do to win new clients and deliver exceptional projects.

Why the customer experience is all about digital transformation

Mark Paine, Research Director at Gartner was a keynote presenter at the Summit and mentioned that one way to improve the customer experience is to invest in technology. He talked about the survey conducted by the Economist Intelligence Unit on customer experience. When consumers were asked about the most important elements of the ideal customer experience, the top answers were all related to digital abilities: fast response to enquiries or complaints, simple purchases processes and the ability to track orders in real time. As a result, it is clear that being forward thinking with technology will provide the competitive advantage. Having tech expertise will prove to your prospects you are a pioneer in the field and they will be more inclined to trust a partner that has gone through successful digitalisation.

Paine revealed Gartner’s own data about digital transformation. Knowing that, by 2020, 83% of business will have gone through digital transformation, it is clear professional services firms must improve their expertise in technology to keep their customers and win new ones.

With a growing competition and lower margins, transforming digitally to provide customers with a seamless experience from the start to the end of the project will help consulting businesses acquire new business.

To learn more about the changes in the professional services industry, read this report on the Evolution of Professional Services from the Economist Intelligence Unit.