Ebook
The State of the Consumer-Professional Relationship: How Technology Is Redefining Legal and Accounting Client Experiences
Clients Expect More Than Expertise. Here’s What They Actually Want.
Legal and accounting professionals are trusted advisors—but client expectations have changed. This report reveals what clients value most today, where experiences fall short and how firms can remove friction without losing the human connection. Based on insights from 700+ consumers, it shows how to strengthen trust, improve onboarding and deliver a smoother, more modern client experience.
What You’ll Get from This eBook
- A clear view into how clients perceive their accountants and lawyers today
- Insights into where client experience breaks down, especially during onboarding
- Data on growing expectations around security, communication and responsiveness
- How clients really feel about automation and AI in professional services
- Practical ways to reduce friction and strengthen long-term client relationships
Why This eBook Matters for Legal and Accounting Leaders
Clients still trust you—but that trust is easier to lose than to build.
This report shows the tension: around 9 in 10 clients see their professional as a trusted advisor, yet 44% don’t feel fully heard and 60% say professionals sometimes overlook their level of understanding.
At the same time, expectations for speed, simplicity and security continue to rise.
- Improve client onboarding and first impressions
- Reduce frustration caused by manual processes and unclear workflows
- Build trust with more transparent and secure document handling
- Use technology to support relationships, not replace them
Who Should Download This eBook
- Law firm partners and accounting firm leaders focused on client experience
- Legal and finance leaders responsible for service delivery and operations
- Client experience and operations managers improving onboarding and workflows
- Teams evaluating technology to better support client relationships
Download the eBook Today
Understand what your clients expect and how to deliver a smoother, more trusted experience.