Are professional services still serving their customers? It’s a serious question. Nearly three quarters (73 per cent) of marketing executives routinely collect information about current customer behaviour and say they have a “detailed” customer picture, but it seems that only slightly more than a third (37 per cent) actually use the data for ‘personalised’ marketing (The Economist, Intelligence Unit). We all should know the mantra by now: “providing the right information at the right time on the right channel”. So where is professional services on customer satisfaction ratings?