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 ...

Customer journey mapping is not new. In fact, it’s commonly used in consumer marketing. But despite its tremendous benefits, it has not been widely adopted in professional services. You see, customer ...

When asked by a federal government inquiry if Accenture kept track of its relationships with public sector clients, Peter Burns said not only did the firm do so, but that it was a “common” business ...