Q&A
Conversations with client service leaders about AI, retention and building great client teams.
CS Leader Quick Fire Q&A: Hannah Carthy @ Verkeer
Hannah Carthy, Managing Director at Verkeer, on running a digital marketing agency and keeping client service on track.
Q&A: Using AI to increase alignment in multi-market Client Service teams
How AI helps client service teams spread across markets stay aligned on clients and stakeholders with different requirements.
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.
What drives higher Revenue & CSAT in the top 10% of clients.
The Best vs The Rest: a first-of-its-kind benchmark drawn from 1M+ calls, 10M+ emails and thousands of chat messages, all anonymised. It compares client service professionals where relationships grow with those where they slip away, and shows the 8 behaviours that mark the top 10% of account teams, the KPIs that lead to happy clients and the CARE framework.
