This year more than ever, many of us will be looking for insights to guide us in the months ahead. 

When it comes to client experience, as well as listening to international experts and brand leaders, I have been canvassing our member firms and reviewing the latest statistics from our audited Excellence Mark programme to help identify where to focus attention. 

Strategically, it would be hard to disagree with international research and advisory firm Forrester, who says prioritisation of client experience to create and sustain loyalty will be more vital than ever. Forrester also points to the vital role research can play – both quantitative and qualitative – to understand behaviour and guide future respon...

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