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Client Insight

Grow and differentiate through client experience Grow and differentiate through client experience
Spot untapped opportunities, map rapidly-changing markets and understand the factors driving decision making among your clients.
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Professional services firms typically struggle to make sense of the full range of data available to them. Information about client experience, financial metrics and employee performance often sits in silos, and it requires manual effort to turn this disparate information into strategically valuable insight. This is where Meridian West can help.
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Meridian West's services

Measuring, innovating and differentiating your client experience through self-service tools, smart analytics and implementation support.

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Client listening programme design and rollout
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Benchmarking your CX performance
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Curated Client Insight platforms
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AI-enabled CX analytics
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Client journey mapping
06.
CX skills development
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Transform your CX from ad hoc data to strategic insight Transform your CX from ad hoc data to strategic insight

We support you to develop and implement CX measurement programs, including independent key client relationships reviews, online feedback across multiple touchpoints, and ‘always on’ feedback options.
We support you to develop and implement CX measurement programs, including independent key client relationships reviews, online feedback across multiple touchpoints, and ‘always on’ feedback options.
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Accelerating CX impact through technology
Technology solutions for professional services and B2B
Get more value from your CX data
Deploy customisable, automated dashboards to give a single source of truth about the health of your firm's client relationships.
AI-enabled analytics and reporting
Reduce the amount of manual time spent reviewing transcripts and collating data with our bespoke AI analytics and reporting tools.
Identify growth opportunities
Uncover opportunities for deepening relationships with clients, cross-selling services and innovating new service propositions based on client insight.
Track your strategic progress
Provide credible evidence for your firm's progress against its strategic goals, including intuitive reporting for senior stakeholders and Board-level audiences.
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CLIMB is Meridian West's Client Listening Maturity Benchmark. This proprietary diagnostic and benchmarking tool is based on data from the world's leading professional services and B2B organisations, exploring their level of maturity in five areas: research, analytics, technology, integration and impact.
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Read more about our CLIMB research here

Insight
Fearless feedback at Mills & Reeve
Kirsty Shenton, Head of Client Care at Mills & Reeve discusses how promoting a culture of "fearless feedback" , she and her team have developed an annual client listening programme that is highly valued throughout the firm.
Insight
Reaching new heights in client listening
Bertie Heppel shares some of the highlights from Meridian West's CLIMB research findings.
Insight
From compliant to compelling: How Bird & Bird are elevating client listening
Giles Daubeney, Global Head of Client Service and Insight and Susie Greene, Senior Client Listening Manager, at Bird & Bird, discuss how a shift of focus from client data to client insight is transforming listening at the firm.
Insight
Fearless feedback at Mills & Reeve
Kirsty Shenton, Head of Client Care at Mills & Reeve discusses how promoting a culture of "fearless feedback" , she and her team have developed an annual client listening programme that is highly valued throughout the firm.
Insight
Reaching new heights in client listening
Bertie Heppel shares some of the highlights from Meridian West's CLIMB research findings.
Insight
From compliant to compelling: How Bird & Bird are elevating client listening
Giles Daubeney, Global Head of Client Service and Insight and Susie Greene, Senior Client Listening Manager, at Bird & Bird, discuss how a shift of focus from client data to client insight is transforming listening at the firm.
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Get in touch with Alex Wilke to take the CLIMB diagnostic or find out more about our Meridian West's client insight services.
Alex Wilke
Head of Sales and New Business
Get in touch with Alex Wilke to take the CLIMB diagnostic or find out more about our Meridian West's client insight services.
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Journey mapping Journey mapping

Projects designed to improve customer experience typically achieve revenue growth of up to 10%.

Mapping the typical client journey for your firm can help to improve consistency of CX, segment clients by needs and empower your people to deliver a consistently excellent client experience.
Projects designed to improve customer experience typically achieve revenue growth of up to 10%.

Mapping the typical client journey for your firm can help to improve consistency of CX, segment clients by needs and empower your people to deliver a consistently excellent client experience.
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A client journey map typically outlines the interactions a client might have in their relationship with you, as well as their motivations, questions, emotions, and perceptions at each step. The goal of a client journey map is to create an empathetic understanding of the client experience so that you can offer more tailored services, optimise marketing, improved service, and reduce attrition by addressing friction points in the journey as well as highlighting positive experiences.
Mapping the client journey at Grant Thornton International
Case Study
Grant Thornton International
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Contact Ellie Berry for more details on our client journey mapping services.
Eleanor Berry
Senior Consultant
Contact Ellie Berry for more details on our client journey mapping services.
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Client first training Client first training

Bespoke skills development and coaching that elevates the client experience​.
Bespoke skills development and coaching that elevates the client experience​.
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Meridian West offers bespoke, insight-based skills development and coaching programmes to help your firm improve it client experience at every touchpoint. ​
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What are the benefits of Meridian West's Client First programme?
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Uncover pain points and opportunities along the client journey​.
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Empower your employees with access to bespoke skills development workshops and one-to-one coaching​.
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Improve and grow existing client relationships.
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Move from a supplier/buyer relationship to that of a strategic partnership.
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Enhance how you ‘close the loop’ on your client feedback​.
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Learn from best practices from a team with over twenty years of experience managing bespoke skills development for major professional firms across the globe.
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Contact Peter Vaughan-Fowler for more details on our Client First training programmes.
Peter Vaughan-Fowler
Senior Consultant
Contact Peter Vaughan-Fowler for more details on our Client First training programmes.