Ep. 105 - From Blind Spots to Breakthroughs: The Power of Benchmarking w/ Charles Gustine & Connor Budden

Professional services leaders are constantly balancing growth, delivery, and profitability, but what if the biggest opportunities are hiding in plain sight?

In this episode, Charles Gustine, Director of Customer and Market Insights at Kantata, and Connor Budden, Global Director at Service Performance Insight (SPI), explore how benchmarking helps firms uncover hidden inefficiencies, strengthen leadership, and transform performance across every area of the business.

Recorded live at Kantata Converge, this conversation draws on decades of SPI’s benchmarking insights and unveils SPI Insight, a breakthrough integration that brings real-time benchmarking directly into the Kantata platform.

In this episode, you’ll learn:

• Why benchmarking matters — and how top-performing services firms use data to turn blind spots into breakthroughs.
• The five pillars of performance maturity — leadership, client relationships, talent, service execution, and operations.
• Real-world stories of firms uncovering costly inefficiencies and driving measurable improvements.
• How AI is reshaping benchmarking — delivering faster, smarter, and more contextual decision-making.
• A first look at SPI Insight — the new embedded benchmarking capability within Kantata that turns data into real-time guidance.

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