All professional services companies are ultimately in the “Trust business”. In future years, these organizations will evolve quickly as technologies like Artificial Intelligence ( AI ) and 5 G start taking over some of the most basic and labor-intensive aspects of their professions.

As we slowly emerge from the pandemic, I think it’s important to consider what forces will be driving a re-imagined new customer experience. And though some things will have changed – some temporarily and some forever – the new customer experience, I believe, will certainly include a strong “Value Component”, one which is clear and measurable.

Most research today reveals that some 15 to 20 % of customers are unhappy or at least disgruntled with the partners they chose to do business with early on. And some percentages are even higher!

TIn an interconnected world, I believe company cultures, habits and behaviors have a part to play. And in the discussions below, I want to highlight which cultures in particular are good bets to actively mitigate risk for their companies and their talent (employees) where they can.

The point I make here is to understand the advertised “next normal” with a “contactless experience” while relying on a deeper digital dive may cause us to miss a lot in the Customer Experience going forward!

Recent research finds that Millenials – 30-somethings – will make up 30% of the workforce in just 10 years. Even given these Covid 19 times we now inhabit, I recommend you always be on the lookout for the Right Talent. The best performing employees for your organization!

30%. As author William Porter highlights in this article, sales organizations – according to most research - don’t do much better than one-in-three wins or success when they pursue prospects in the marketplace.

William Porter offers some helpful “business tips” on tapping into the coming new influence economy. One tip is to spend time with a few of your “best customers” to really drill down into the “value” your products and services provide to them.

While a Hallmark Cards, Harvard Business Cards and global consultants EDS are all in different market segments, they could all be part of the same “Customer Impact Segment” – Ability - which Porter introduces us to in his new book.