Rory Channer, founding partner of DCM Insights, and Pat Spenner, APAC Managing Director, dive into the shifting dynamics of client loyalty in professional services. They share insights from 2,941 interviews, revealing the importance of understanding five professional profiles—like the proactive ‘Activator’—that can enhance engagement. The conversation highlights the impact of consensus-driven decision-making and the need for firms to adapt to client expectations. Technology and effective communication, built on the 'three Cs,' are essential for nurturing long-lasting relationships.
