The office will be led by the firm's first-ever chief transformation officer, Joanna Penn, a former managing director who has ...

According to a recent legal industry study, 1 85% of United States lawyers report that client satisfaction is critical to success, yet only 37% of those surveyed are formally measuring client ...

Sastry Durvasula, the chief information and client services officer at TIAA, has been leading an initiative to deploy AI in a myriad of business operations to create greater efficiencies and improve ...

I imagine all agency owners and leaders can agree that the more channels or services in a client engagement, the longer we retain that client on average. Of course, not all clients include different ...