Client Experience (CX) for Accounting firms is vastly different than in other professional services industries. The profession is undergoing significant change (e.g.: AI) which is, in turn, creating increased competitiveness in both the tax/audit as well as the managed services sides of the business—leaving firms unsure how to best compete in such a rapidly changing environment. In all of this change, firm clients are beginning to look at their Accounting partnerships through a new lens as firms compete on the basis of client experience.
There is no other CX (client experience) consultancy in the world with our depth of CX expertise in the CPA/Accounting firm space. We’ve worked with many of the top firms (i.e.: KPMG, RSM, Deloitte Consulting, Ernst & Young) in defining client experience approaches to increase competitiveness in an industry that is becoming increasingly commoditized. We coined the phrase “X-Firm” to help Accounting firms understand what it takes to become an Experience-led firm—and have been applying the X-Firm principles for years to help CPA/Accounting firms compete on the basis of the experiences they provide to their clients and employees. In addition to leading-edge client experience consulting, we specialize in Accounting firm employee engagement and leadership development programs for CX leaders and champions, the industry’s leading client journey mapping and firm CX transformation planning and support.
Accounting Firm Case Study