The Pursuit Power Half Hour
From Effort to Impact: Outcome-Driven Execution in the AI Era
From Effort to Impact: Outcome-Driven Professional Services in the AI Era
AI is changing how professional services organizations deliver work, measure success, and price their services. As delivery becomes faster and more automated, firms need to demonstrate the customer value they create alongside the hours and resources required to deliver it.
In this Pursuit Power Half Hour session, Banoo Behboodi, VP of Enterprise Customer Success at Kantata, and Melissa Korzun, VP of CX Operations at Kantata, discuss how services organizations can move toward outcome-driven delivery. The conversation explores the implications for pricing, talent, performance metrics, and the systems supporting the customer journey.
What Does Outcome-Driven Professional Services Delivery Mean?
Outcome-driven delivery focuses on the measurable impact a service creates for the customer. It requires teams to define the results they intend to achieve and evaluate success beyond completed tasks, deliverables, or hours worked.
Banoo and Melissa discuss how firms can measure customer impact alongside utilization and margin, while aligning marketing, sales, services, and customer success around the outcomes the organization can deliver.
How Is AI Changing Professional Services Pricing?
As AI reduces the effort required to complete some work, services firms need to reconsider how pricing reflects customer value.
The session explores why outcome measurement should come before outcome-based pricing. Before tying commercial agreements to results, organizations need a consistent way to define, deliver, and demonstrate those results.
How Can Firms Begin an Outcome-Driven Transformation?
A crawl-walk-run approach helps organizations build the capabilities needed for outcome-driven services:
- Crawl: Define the customer outcomes the organization creates.
- Walk: Incorporate those outcomes into delivery processes and performance measurement.
- Run: Move toward outcome-based commercial models once results can be demonstrated consistently.
The conversation also examines why teams need AI fluency and outcome-design skills, along with ways to capture and reuse expertise so successful delivery becomes more repeatable.
Which Systems Support Outcome Measurement?
Connected customer relationship management (CRM), professional services automation (PSA), customer success, and communication systems help teams maintain visibility across the customer journey.
The session discusses how shared information supports coordination across functions and helps organizations connect delivery activity with customer outcomes.
Watch the Kantata GenBI Demo
The session concludes with Vicky Sanderson, Senior Principal Solutions Engineer at Kantata, demonstrating how Kantata GenBI uses AI and natural-language business intelligence to help users explore professional services data without deep BI or SQL expertise.
See how users can:
- Ask business questions in natural language.
- Create and edit dashboards.
- Compare actual revenue with forecasts.
- Build metrics, including billable utilization calculations, using natural-language formulas.
- Identify anomalies and explore predictive and scenario analysis.
- Create narrative-style data stories.
- Turn insights into shareable reports and presentations.
Speakers
- Banoo Behboodi — VP, Enterprise Customer Success, Kantata
- Melissa Korzun — VP, CX Operations, Kantata
- Vicky Sanderson — Senior Principal Solutions Engineer, Kantata
Explore Kantata’s professional services automation software or watch the Kantata SX Generative BI demo to learn more about accessing and analyzing services performance data.