Client Service Super Intelligence
How the best client teams win, keep and grow the relationships that matter.
Client Segmentation: Models and How to Segment Clients
A practical guide to client segmentation for client services and account teams. Learn the main models, a step by step method, and how to match a service level to each segment.
How to Re-Engage Inactive Clients Before They Churn
A practical guide to re-engaging inactive clients and winning back churned customers. Why clients go quiet, a step by step approach, and re-engagement email examples you can use.
Your Data Is Yours. That's Our Policy.
Kaizan CEO Glen Calvert on why your client intelligence stays yours — customisable, portable, fragmented across models by design, and never used to train anyone's foundation model.
Lean, Mean, and Client-Obsessed: What AI Is Really Changing Inside Agencies
Greg Gifford, COO of Searchlab, on where AI genuinely helps agencies, where it's overhyped, and why understanding the client relationship is the real win.
How The Kite Factory Uses AI to Level Up Client Relationships
Rik Moore, Managing Partner for Strategy at The Kite Factory, shares how AI is helping teams better understand clients, spot risks earlier, and continuously improve client interactions.
How Gravity Global Uses AI to See a Client Relationship Slipping Before It Is Too Late
Ada Cavalmoretti, Group Account Director at Gravity Global, shares how AI helps client teams catch the quiet signals of a slipping relationship, confirm their instincts, and protect the time for human work that keeps clients close.
The client relationship has always been the asset. Today it has become an operating system.
Introducing CARE — the standard for client relationship intelligence, live for every Kaizan user today.
How NP Digital Uses AI to Strengthen Client Relationships and Drive Retention
Brandon Smith, Managing Director at NP Digital, shares how AI is helping client teams gain visibility across relationships, save time, and protect revenue.
From Reactive to Proactive: How Great Client Teams Stay Ahead
Managing client relationships has never been more demanding. With inboxes overflowing, calendars packed, and the expectation to always be “on,” staying meaningfully connected with clients takes more t
How Tradedoubler Is Driving 20% Greater Operational Efficiency Across 3,500 Clients
Derek Grant, VP of Operations at Tradedoubler, shares how AI is helping standardise client operations, reduce admin, and improve visibility across global teams.
Agency leaders who don’t move now will be managing the fallout later
Alex Beddoe leads biddable media at Transmission, a global B2B agency with clients across technology, manufacturing, and professional services. We sat down with him to talk about how AI is changing th
How Tradedoubler is Quantifying Client Conversations to Power AI and Product decisions
Corin Ward, Director of AI, shares how AI is helping standardise global operations, quantify client feedback, and turn conversations into structured data for product and business decisions.
CS Leader Quick Fire Q&A: Hannah Carthy @ Verkeer
Managing Director at Verkeer, an integrated digital marketing agency. I’m responsible for making sure everything runs to plan across the business; including client…
How PASHN Uses AI to Strengthen Client Relationships, Protect Revenue, and Save Time
Adam Hopkinson is the founder and managing director of PASHN Limited, a specialist media agency serving fashion, leisure and entertainment brands. We spoke to him about where the industry is heading,
How The Kite Factory Uses AI to Unify Client Data and Improve Operational Visibility
Gabriella Kite, Managing Partner of Operations at The Kite Factory, shares how AI is helping her team unify fragmented client data, improve visibility, and create accountability across client relation
2025 AI Predictions: SearchLab
As we look ahead to a big year for AI, we sat down with some of our clients over the Christmas period to ask them what they foresee for AI in 2025 to help them deliver exceptional products and service
Q&A — Using AI to increase alignment in multi-market Client Service teams
Looking after an expanding team which traverses a global footprint is no easy task, layering in the complexity of client service management with clients and stakeholders with different requirements an
Not just doing AI for AI’s sake: Adimo and Kaizan
It’s been just over 18 months since ChatGPT formally launched, with 1 million users signed up within a few days of launching, and over 100 million users over the next…
Digital entertainment and media platform, Azerion, discusses implementing AI operationally
Azerion is a leading digital entertainment and media platform, who scale the distribution, consumption and monetization of digital gaming and entertainment content. As a…
How to use AI automation to enrich Client Services
Client Services play a fundamental role in shaping the way every organisation is able to generate and create long lasting and sustainable revenues. Enabling teams to…
The new frontier of Client Services is AI first
Why AI is becoming the foundation of Client Services — automating routine work, surfacing client-health signals earlier, and freeing teams to focus on high-value, proactive work.
CS Leader Quick Fire Q&A: Mark Raymond @ Anything is Possible
Mark Raymond, co-founder of media, creative and tech agency Anything is Possible, on delivering a frictionless, world-class client experience and the pitfalls of scaling client services.
CS Leader Quick Fire Q&A: Sam Bessant @ Adimo
Head of Customer Success at Adimo — shoppable marketing solutions. Responsible for onboarding, renewing and expanding clients.
The role of Client Workshops in enterprise relationships
Client workshops can play a significant role in building strategic relationships in the B2B context. When conducted thoughtfully, workshops can help foster trust…
Measuring Client Health & Client Service Using AI
In this article, we’ll explore how businesses can use AI to measure client service levels and the leading indicators that affect client health. First, let’s understand…
How can AI be used to optimise partnerships with Resellers?
In this article we’ll explore the value of reseller partnerships for businesses and the key benefits of working with a reseller. We’ll also discuss the ways in which to…
Client Experience Touchpoints: What Are They and How Can You Optimise Them?
The concept of a touchpoint comes up so often in client success that it can easily be taken for granted. But it’s an important area to get right and it’s vital for a…
How a B2B Customer Journey Map can be utilised in Professional Services
A customer journey map is a powerful tool for understanding your clients’ experiences. By visualising the steps that a client takes when interacting with your company…
How to Create a Client Advisory Board
A client advisory board (CAB) is a group of clients that a company consults to provide feedback and advice on its products, services, and strategy. CABs are usually…
Key Principles in Strategic Client Management
Strategic client management is an ongoing process that involves building and maintaining strong relationships with clients to achieve business objectives. It requires a…
Stakeholder Mapping 101:Why Is It Critical In Managing Client Relationships?
Successful client management relies on understanding your clients, identifying their needs and understanding how best to engage with them. Stakeholder mapping is a…