ABOUT CLIENT TALK
A UNIQUE LEARNING JOURNEY
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In a world where it’s easy to keep moving without questioning what really needs to change, we help our clients pause, reflect, and take meaningful action.
We believe great relationships are built on listening, understanding, and action which is why our work is centered around our Gather, Reflect, Act approach. Our structured approach ensures that the insights we gather lead to tangible improvements. We listen to your clients, and other stakeholders, capturing honest and valuable insights through independent, conversational interviews.​
HOW WE WORK WITH YOU
1
GATHER
We gather client‑led insight across internal and external stakeholders via independent, conversational, client-led interviews which uncover what matters most to clients.
2
REFLECT
Together, we translate insight into CX principles, standards and toolkits; then align the behaviours, systems and processes that shape the day‑to‑day delivery including communication practices that reduce friction.
3
ACT
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We manage your CX programme: training cohorts, running masterclasses, and coaching leaders & teams to embed new ways of working. Helping you close the loop by tracking actions, evidencing impact, and sustaining improvements over time.
OUR SERVICES
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CLIENT LISTENING
Strong client relationships start with meaningful conversations and the ability to truly listen.
In a competitive landscape, understanding how clients experience working with you is essential. Done well, client listening removes guesswork from decision making, strengthens relationships, and uncovers opportunities for growth.
Through our coaching-led Gather, Reflect, Act approach, we help organisations capture honest insight, reflect on what it means, and turn it into tangible improvements for clients and teams.
CLIENT EXPERIENCE
Client experience considers every touchpoint across a client or prospect’s journey with your organisation. Firms that prioritise this enjoy stronger loyalty, higher referral rates, and greater growth from both new and existing clients.
Using insight gathered through listening and feedback, we help you identify points of friction in the client journey and design the experience you want to deliver.
Through consultancy, training and coaching, we support you in creating consistent, high quality experiences that benefit both your clients and your business.
PROFESSIONAL DEVELOPMENT
Human-centred professional development focuses on the person behind the professional. Rather than delivering generic skills in a one-off session, it builds the self-awareness, confidence and behavioural foundations that enable people to apply those skills meaningfully.
By blending training with coaching, we create space for reflection and support individuals to develop the human skills that underpin performance, from listening and empathy to influence and adaptability. The result is learning that doesn’t just transfer knowledge, but helps individuals and teams grow in a way that creates lasting impact.
COACHING
Our coaching combines accredited coaching expertise with deep professional services experience. Some of our coaches are qualified solicitors with private practice backgrounds, while others have worked in-house, giving them a strong understanding of the environments our clients operate in.
Through 1:1 and group coaching, we help individuals reflect on insight, strengthen key skills, and turn learning into meaningful action.
The result is greater confidence, stronger leadership and lasting impact for both individuals and their organisations.
THE BENEFITS WORKING WITH US
When you invest in your people and practices we can help you to:
We help you uncover deeper client insight, not just surface-level feedback.
We help your teams build lasting listening and relationship skills.
We combine professional services expertise with proven listening techniques.
Our coaching-led approach turns conversations into meaningful action.
Our Gather, Reflect, Act framework ensures insight leads to real change.
The result is stronger client relationships, clearer decisions and sustainable growth.
MEET THE FACES BEHIND CLIENT TALK
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Client Talk is led by Claire Rason and Anna Lake, who together bring extensive experience in client listening, coaching and professional services. They combine coaching, consultancy and real world experience to help organisations gather deeper insight and strengthen the relationships that drive growth.
Anna and Claire are supported by a global team of additional interviewers with strong professional services expertise, all fully trained in our client-led approach to listening. We can also interview in multiple languages, ensuring that when your clients are overseas, important cultural nuances aren’t lost.
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