by Jamie Pollenz | Nov 27, 2022
Client Lifetime Value (CLV) calculations form a critical part of understanding how to invest and where to invest in your client experience efforts. Too often, firms look at short-term indicators to quantify how valuable a client is (such as trailing 12-month profit...
by Jamie Pollenz | Nov 27, 2022
Creating a culture focused on client experience that actually delivers positive ROI requires a clear focus. In this session, we’ll share how Client Experience can 1) identify business processes needed for each project that will deliver the most value to the client, 2)...
by Jamie Pollenz | Nov 27, 2022
Client Experience (CX) is subjective and understanding the feedback data you get from your clients can help your firm gain insight into how they feel about your firm and the service they receive. By viewing this data as it relates to objective firm and project...
by Jamie Pollenz | Nov 27, 2022
Almost every quality initiative is founded on a basis of effective measurement. In-process inspection is critical when creating products, to identify defects or variation as quickly as possible, in order to restore consistent output. Project delivery organizations...
by Jamie Pollenz | Sep 10, 2022
Day 1 of the 3-day Business of CX conference features Ryan Suydam, creator of the Client Feedback Tool and founder of Client Savvy. Ryan presents the business side of Client Experience and how to effectively formulate ways to uncover the value of CX...
