In professional services, the client is king. That's because clients not only purchase or consume a service but also help create it, making it slower or faster, better or worse, or cheaper or more expensive to deliver. Serving the client is thus the true driver of economic value and often a key differentiator of elite brands. The challenge is balancing technical expertise with a service mindset to build trust and realize successful outcomes. Led by speakers with experience in both the architecture profession and experience design, this session will present best practices for creating moments that matter across the client journey.
Learning Objectives
- Learn how to define the service journey from the client's perspective.
- Find out how to use insights into your client's needs and values to inform ways to engage at key moments.
- Discuss how our own beliefs and habits of thought inform the ways we navigate those moments.
- Explore tactics for disrupting these patterns by making space for a more collaborative and trust-based approach.