05 Jan UNDERPERFORMING CX IN AEC FIRMS COSTS MILLIONS—BUT NOT IN THE WAY YOU THINK
Posted at 17:45h
in AEC, Business, CEO, Client Experience, Culture, CX Program Management, Operations, Professional Services 0 Comments
An AE firm captured $8.5 million in trapped client revenue, lowered it’s cost of client acquisition, dramatically improved its employee engagement rate, stabilized its proposal/win rate and created an employment brand that has virtually eliminated its recruitment challenges, all by implementing a strategic client experience (CX) management program....
