{"id":59737,"date":"2023-12-22T11:33:51","date_gmt":"2023-12-22T16:33:51","guid":{"rendered":"https:\/\/www.sogolytics.com\/blog\/?p=59737"},"modified":"2023-12-22T11:33:51","modified_gmt":"2023-12-22T16:33:51","slug":"ai-tech-consulting-cx","status":"publish","type":"post","link":"https:\/\/www.sogolytics.com\/blog\/ai-tech-consulting-cx\/","title":{"rendered":"AI and Tech in Consulting: Transforming CX"},"content":{"rendered":"

Looking ahead always makes us reflect on the past, and consultant Cathy is heading into the new year with a sense that consulting has changed a lot. Having worked in the Big Four at the start of her career, she has been running a mid-sized consulting firm in Toronto for the last eight years. But the last few years have seen her company lose several clients to both larger firms and independent consultants due to complex client demands. Her case isn\u2019t a one-off; technology has revolutionized information access and client expectations from consulting partners.<\/p>\n

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As clients demand more value at lesser costs, mid-sized consulting companies are the most impacted \u2013 globally, the top 10 companies have a 56% percent share in the industry business and when we consider the top 200, this number goes up to 80%<\/a>. Surviving and growing your business in such a highly competitive environment demands putting Customer Experience (CX) at the center of your consulting business ops.<\/p>\n

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\"employees<\/p>\n

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CX imperative #1: Be perceived as a long-term partner<\/h2>\n

Easy information access, low-code SaaS solutions, and automation have made it easy for clients to manage standard transformation projects in-house. Increasingly, clients want you to partner with them to drive strategic and innovative impact. In a highly fast-moving and unpredictable business environment, delivering on this front demands being constantly attuned to the client\u2019s changing priorities over the mid to long term. You must build deep relationships that win and retain client trust \u2013 they must be able to confide in you as well as rely on you even when you are in between contracts. The fast pace of your work, coupled with project-specific interactions, doesn\u2019t lend to this easily. It requires you to integrate CX lifecycle management into your operations.<\/p>\n

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This is where tech-led CX management solutions can help. For instance, Cathy invested in SogoCX<\/a>\u00a0to enhance customer relationships despite a lean team. By leveraging the latest tech in her consulting practice, she was able to:<\/p>\n

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