Uta and Neil shared their insights on the following matters and more:   

• Data collection is central to producing seamlessly integrated touchpoints and creating a frictionless omnichannel experience. 

• Businesses should not just focus on aspects that deliver immediate revenues like sales and marketing, but also on after-sales and service—and crucially on the customer’s “moment of truth”. We discuss why.  

• In the current fast-changing business landscape it is important to have an energetic, agile business model that allows for trial and error in a controlled way. We explore what this looks like. 

• Empathy is at the heart of customer services, and while AI that delivers convincing and genuine empathy remains yet to be seen, emotional AI could be the next big thing. 

• Professional services firms are increasingly being asked to use AI to perform labour-intensive jobs that would traditionally have been carried out by junior consultants. 

• While technological advancements are rife in the consulting world, it ultimately remains a people business: Nurturing relationships will remain key to success. 

If you enjoyed this conversation, don’t miss our sister podcast, Business Leader’s Voice. In a recent episode, we talked to Benjamin Samuels, Former Chief Revenue Officer at WeWork, about navigating growth and change.