Delivering on Our Customer Promise: “Fierce Client Spirit” Lives within All of Us at CSC

In the second quarter of this year, CSC fully integrated Intertrust Group—acquired in 2022—and became the world’s leading provider of business administration and compliance solutions, operating across 140 jurisdictions under the CSC brand.

For CSC, the most important factor in the success of an acquisition of this scale is our people-centric culture. Aligned with our purpose and core values, our culture guides us as we tackle these questions:

• How will we set ourselves apart from peer organizations?

• How will we ensure our clients that we’re delivering against their expectations?

• How will we provide consistent, excellent service both internally and externally as we continue to grow and scale?

Establishing a clear position

You need more than a clever logo or tagline to create a strong brand—you need a clear idea of where you stand in the marketplace, based on facts and client feedback. Our clients have identified our “fierce client spirit” as a core value that distinguishes us from the competition. This spirit encapsulates the way we operate. We pursue client satisfaction with purpose and urgency, treating their needs as if they’re our own, so they can keep their businesses moving at pace. Our clients know we have the integrity and focus to do what will benefit them today and tomorrow.

And we keep every promise we make. A promise is more than a social contract to stick to a schedule or complete a list of tasks—it’s a building block of trust. With each promise we fulfill, we strengthen our relationships with clients and partners. Equally important are the promises we make to each other internally. Based on a firm foundation of trust, we continue to grow and succeed.

Delivering with determination

Our fierce determination to deliver only works if our teams are supported by global reach, deep business expertise, and technology. We rely on measurement to ensure we consistently deliver on each promise, collecting data from Net Promoter Scores (NPS) so we can learn from each transaction or project and improve the underlying system.

We recently put this into practice. While successfully supporting a global client on a large transaction that required follow-the-sun coverage, we recognized that coordination across time zones could have been better. We addressed this issue openly, enhancing our framework for similar transactions in the future.

We also share best practices across our teams, wherever they operate. For example, the team that focuses on digital brand and cyber risk solutions has excelled with Net Promoter Scores by sharing in-depth feedback across our other teams, complete with full dashboards and detailed client feedback. This allows us to analyze key learnings immediately and make necessary improvements promptly.

Providing services consistently

Our clients ask us to deliver two main outcomes: 1) a global solution, and 2) regulatory and compliance expertise in local markets and jurisdictions. To make our model work, we’ve consolidated platforms across the company for applications such as enterprise resource planning, know your customer, anti-money laundering, and compliance.

But shared platforms are just the beginning—we need to ensure that our teams operate with a global mindset. We’re passionate about each team working seamlessly with their colleagues in different locations or parts of the business. Because we operate in rapidly changing markets, we need to stay connected, stay one step ahead, and constantly add value to our partners and clients, making sure they receive the same high-quality service wherever they are in the world.

Last but not least: hiring the best people

What do people say about our talented colleagues? They’re professional, they get the job done, they’re genuine, and they’re pleasant to work with. And we continue to recruit the best people in the business, looking at how new hires will align with our values. At the same time, we’re constantly evaluating our employees on how they live our values on a day-to-day basis.

• Service: We are relentless in our pursuit of client satisfaction. We deliver excellence.

• Teamwork: We produce superior results by working together inclusively. We believe that 1+1>2.

• Tenacity: We make quick, informed decisions, take action, and stick with it until we get the job done. We find the best way.

• Agility: We challenge the status quo, embrace change, adapt, and innovate.

• Genuine: We are straightforward, open, and honest, with the highest levels of integrity and care. We build trust.

Living by these values assures us that new talent will have what it takes to deliver a fierce client spirit, no matter where they work in the business.

I look forward to the journey ahead for all of us. And to all my CSC colleagues, I’d love to hear how you deliver fierce client spirit around the world. Please leave a note in the comments section below.