Sustainability Services Voice of the Customer

Sustainability Client Services – Cross-Industry Sustainability Transformation

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Situation

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Following two consecutive years of VoC research, our client sought to track how sustainability priorities, investment decisions, and execution models are evolving over time.

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Objective

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The objective was to build a year-over-year perspective on sustainability transformation, identifying how priorities, capability gaps, and buying behavior have evolved across industries and functions.

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Our Work

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10EQS conducted a global VoC program, combining qualitative depth with quantitative validation across industries, regions, and functions. The research examined how organizations approach sustainability execution, regulatory complexity, and partnerships, and identified opportunities for the client to differentiate through specialized expertise, AI-enabled solutions, and cross-functional integration.

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Project team:

• Ex-Deloitte Management Consultant with extensive sustainability & professional services experience.
• Ex-Deloitte Senior Consultant supporting interviews and content synthesis
• Associate Consultant leading survey design & hosting
• 10EQS Delivery Operations (=PMO) providing quality assurance, process management and expert recruitment
• 55 industry experts (qualitative interviews)
• 160 survey respondents (quantitative survey)

Industry experts (excerpt)

• VP, APAC Sustainability – Financial Services (Hong Kong)
• Head Procurement Sustainability – E-Commerce (UK)
• Chief Sustainability Officer – Venue Management(US)
• Business Director, Processability, Sustainability & Trackability Solutions – Medical Devices (France)
• Global General Manager Environment – Industrials (Canada)
• Head of Climate Policy Unit – Governmental (Ukraine)

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Results

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The research showed that sustainability execution is shifting from ambition to ROI-driven, compliance-led delivery, with organizations prioritizing measurable, audit-ready initiatives while slowing discretionary efforts. Compared to prior years, the study highlighted a more selective and outcome-oriented approach to partner engagement, with demand shifting toward providers that can combine regulatory expertise, data integration, and operational execution, enabling the client to refine its positioning and offerings.

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