Episode 34

February 2, 2023

Professional Services Performance Trends and the Benefits of PSA w/ SPI’s Dave Hofferberth

View Show Notes

On this week's episode Brent is joined by the ‘Father of PSA’ and Managing Director at Service Performance Insight (SPI), Dave Hofferberth. They dive into some of the professional services performance trends uncovered by the SPI PS Maturity Benchmark survey and PS End User survey and how organizations can use this research to improve their business.

Other topics covered include:

  • The dimensions of SPI’s research
  • How to determine where to focus to see the biggest returns
  • Labor and revenue metrics
  • The impact of involuntary attrition
  • The remote service delivery trend and how to streamline the hiring process
  • How technology impacts your people, process and bottom line

For more information on the surveys visit the SPI website. The 2023 Maturity Benchmark survey will be released on February 8th.

Click here to download the 2022 Professional Services End User Survey

Click here to download the 2022 Professional Services Maturity Benchmark

View Transcript

Banoo Behboodi

Vice President, Success Engineering

Banoo Behboodi is a 20+ year software and services leader with extensive experience executing change initiatives with oversight of Customer Success, Professional Services and Delivery and Consulting functions. Banoo’s earlier experiences with AT&T Mobility, Coca-Cola Company and Ernst & Young leading key transformational and compliance projects, provided the foundation needed to be an effective leader and a change agent with a customer first mindset. Banoo is passionate about driving continuous improvement through sharing best practices and empowering resources through technology and analytics to optimize performance and job satisfaction while driving business outcomes.


Brent Trimble

Vice President, Value Engineering

Brent Trimble is a 15+ year agency leadership veteran who has led agency growth and operation initiatives. As Kantata's VP of Value Engineering and the Managing Director of Marketing Service & Agency Vertical, he specializes in mapping and improving agency workflows. Deploying market understanding and best practices, Brent helps agencies refine processes and staffing dynamics. He isolates key metric improvements resulting in faster revenue recognition and ultimately models performance impact. Before joining Kantata Brent held positions at Interpublic Group, Accenture, WPP, independent agencies and consulting firms.