What were your biggest client experience surprises in 2020? As we wrap up a very unusual year, we reached out to client experience professionals to ask what they have been surprised about with regards to CX over the past 12 months and what they see on the horizon in 2021. Here’s what we learned: 2020 […]

What’s the difference between client experience and customer experience? Similar to the difference between a client and a customer. You typically strive to have long-term relationships with clients while your relationships with customers tend to be more short-term and transactional. Professional services firms have relationships. Retail firms have transactions.