Leading UK technology consultancy highlights why empathy and business-led solutions are creating success beyond their cookie-cutter, bloated approach counterparts.
As heightened inflation and economic uncertainty around the UK persists, the Management Consultancies Association (MCA) have reduced growth predictions for consultancies. Originally forecasted at 11%, the MCA now predicts a 6.4% in 2025 and a small increase of 8.7% in 2026, suggesting trends including AI and digital transformation may take the backseat in business priorities.
“It’s easy to focus on efficiency and overlook the importance of human connection, but in today’s whirlwind of business hustle, prioritising empathy can add to your customer service strategy and elevate your consultancy service to the next level,” said Jon Bance, Chief Operating Officer at Leading Resolutions.
“Far from a soft approach, empathy can provide the much-needed antidote to uncertainty many companies may feel when working with larger consultancies - while simultaneously boosting engagement and creating a competitive advantage.”
With the growth predictions insight, Jon believes that the return of investment of empathy will outweigh the benefits of technology solutions when it comes to efficient client service and loyalty.
“Consultants must be able to provide expert opinions and strategies to mitigate potential issues but must first understand what is being asked of them and discover the ‘why’ behind the project. This is where empathy becomes a paramount characteristic in being a great consultant.”
“By understanding the driving forces behind customer needs, firms can effectively showcase the value of their product or service. When clients feel consultants truly understand their situation and are working to achieve their goals, they are more likely to be open and honest in their communication."
“This not only leads to a stronger rapport but also a more productive relationship between consultants and customers with increased alignment on goals and reduced conflict overall. Teams can offer tailored services to meet their specific needs – something that can’t be copied by a competitor or replaced by technology."
“Whilst larger consultancies can cover large-scale operations and multi-functional issues, a top-down approach can misunderstand the best outcomes for businesses on an individual level."
"An independent consultancy can offer unbiased, client-centric advice without conflicts of interest. This more agile approach enables the delivery of high-quality services while developing closer client relationships that add to their appeal, ensuring we give tailored advice that aligns with your needs.”
Jon continues by describing how the barrage of technology and AI can’t mute out the importance of the human touch in service delivery.
“It's easy to get derailed by data, AI, and new technology. While such tools can enhance efficiency, they can never replace the personal touch that comes from a human connection. Experienced firms can integrate their tech intelligence with customer needs to set the business apart in an age of increasingly automated customer service. This empathy-led transformation means examining how to solve problems with human beings at the center and technology is the enabler.”
“In a world full of options, building trust is what will bring clients back to your firm. Businesses aren’t happy with feeling side-lined by getting invested in “The A team” only to be switched for the “C team” after 3 months."
"Matching experience of the digital technology landscape with an approach tied directly to that business’ culture and goals is key for effective technology consultancy that lasts for the future.”
