Sessions & Speakers
Our educational sessions and hands-on workshops provide invaluable insights for CX newcomers and seasoned professionals alike, equipping you with the strategies and tools to drive real impact in your firm.
Learn from our dynamic lineup of top-tier industry leaders, CX/EX experts, and consultants as they share:
- Hands-on experience—what works, what doesn’t, and why.
- Candid lessons from real-world CX implementation and maintenance challenges.
- Insights into CX success in professional services firms.
- Fresh perspectives on solving business challenges through CX programs.
- Practical tools and technology to elevate your client experience program.
- Proven strategies to increase client loyalty, drive business growth, and boost revenue.
- Actionable solutions that deliver positive business outcomes and measurable results.
- Emerging trends shaping the future of CX and EX in professional services.
At CXps 2025, you won’t just hear about CX—you’ll experience it. Explore our lineup of industry-leading speakers and immersive sessions designed to transform the way your firm approaches client experience.
CPSM CEUs Available
Client Savvy is thrilled to announce our participation in the SMPS Approved Provider Program, allowing us to offer CPSM (Certified Professional Services Marketer) CEUs at our CXps 2025 conference.
As an approved provider, we are committed to delivering high-quality educational programming that aligns with the SMPS Domains of Practice for Professional Services Marketers and meets the rigorous standards set by SMPS.
All education sessions at CXps 2025 are CEU-eligible, and attendees may earn up to 11.25 CPSM CEUs for attending these conference sessions.
Opening Address & Presentations
The opening address is the pivotal speech to kick off the conference. It sets the tone and establishes the context for the event by warmly welcoming attendees, clearly outlining the conference’s objectives, and introducing the key themes that will drive discussions and insights throughout the gathering.
Michele Raftery, FSMPS, CPSM, WELL AP
President, SMPS Foundation
Principal and Partner, 4240 Architecture
OPENING KEYNOTE
The State of CX in the Industry
As we celebrate the 10th anniversary of the CXps conference, Ryan Suydam and Michele Raftery will take the stage to deliver a powerful and thought-provoking opening address. Over the past decade, client experience (CX) has evolved from a “nice-to-have” concept into a mission-critical business strategy that fundamentally shapes how organizations attract, retain, and expand their client base. Ryan and Michele will delve into this journey, sharing key milestones and pivotal shifts in the CX landscape while exploring how leading firms have harnessed CX to drive meaningful results.
This address will not only highlight the increasing importance of a well-crafted CX strategy in building loyal, revenue-generating client relationships but also underscore the transformative impact of CX on overall business performance—and a glimpse into what the future holds for those committed to elevating their client experiences.
.5 CPSM CEU
A Fireside Chat on the Future of Client Experience in Professional Services
The professional services industry is undergoing a seismic shift, and at the center of this transformation is the rise of client experience (CX) as a strategic advantage. Join Eric Gregg and Ryan Suydam for an unscripted and insightful conversation on the state of CX in professional services.
In this fireside-style chat, Eric and Ryan will share their perspectives on the CX revolution taking root in staffing, A/E/C, legal, accounting, consulting, and other service-based firms. From industry-wide trends to emerging expectations, they’ll unpack the opportunities—and challenges—facing firms that want to move from being “one of many” to becoming truly irreplaceable to their clients.
.75 CPSM CEU
Eric Gregg
Founder, ClearlyRated
CX Strategist, ClearlyRated
Reputation Realities: CX In the Age of Service Transparency
With more decision-makers, more options, and more information shaping today’s buyer journey, how can your firm stand out and build trust? In this insightful, interactive, and engaging session, Eric Gregg will present compelling new data demonstrating the undeniable link between exceptional client experience and successful client acquisition and retention.
He will discuss transforming your CX efforts into a powerful marketing differentiator, generating authentic, third-party validated proof that captures the attention of buyers seeking to find, vet, and engage your firm. You will walk away with actionable strategies to integrate CX seamlessly into your go-to-market approach, amplify your firm’s triumphs, and gain a significant edge over peers.
Uncover how the missing ingredient in your marketing strategy – your existing CX data – holds the key to unlocking accelerated growth.
.5 CPSM CEU
Keynote Presentations
A keynote session is not just another presentation—it’s the moment where big ideas meet bold inspiration. Designed to spark curiosity, challenge conventional thinking, and ignite action, the keynote is your opportunity to hear from a leading voice who can frame the most pressing challenges and opportunities in a way that resonates deeply with the overall theme of the conference.
Carla Johnson
Keynote Speaker, Author, Innovation Architect
Re:Think Labs
AFTERNOON KEYNOTE
Rethink Innovation
Innovation is often seen as expensive, time-consuming, and exclusive—reserved for those with special skills, titles, or budgets. This perception keeps many teams stuck in status-quo thinking, delivering uninspired results and struggling to achieve meaningful breakthroughs. But what if innovation didn’t have to be so daunting? What if there was a simple, proven framework that anyone could use to consistently develop impactful ideas?
In this keynote, you’ll discover how to rethink innovation as an accessible, repeatable process that drives captivating experiences and measurable results. Learn why many organizations fail at innovation despite recognizing its importance, and gain practical insights into the 5 irrefutable steps that make it achievable for anyone.
Walk away with the tools to demystify innovation, empower your team to think creatively with less friction and risk, and cultivate a culture where innovation thrives at every level. This session will inspire you to break through barriers and turn innovative thinking into a powerful driver of success for your organization.
1 CPSM CEU
Tim Asimos, CPSM
Head of Growth, Client Savvy
CLOSING KEYNOTE
From Insight to Impact: Creating a Culture Where CX Thrives
As the CXps 2025 draws to a close, join Tim Asimos for an energizing keynote that brings the entire experience full circle. We’ve explored the tools, strategies, and stories that elevate client experience—but at the core of it all lies culture.
This keynote casts a bold vision for what it truly means to be a client-centric professional services firm—not just in process, but in purpose. Tim will challenge leaders to rethink how culture drives (or derails) CX, unpacking how mindset, behaviors, and internal alignment shape external impact. Through insightful synthesis of conference themes and engaging audience interaction, this session will spotlight your biggest takeaways—through the lens of culture—and help you envision the next chapter for your organization.
.75 CPSM CEU
Breakout Sessions
Amber Larson
Marketing Leader, Bartlett & West
How Award-Winning Culture Helps You Fight the Talent War
The session will explore how Bartlett & West started fighting the talent war by capturing and sharing their employer brand story, leading to several top employer awards, including recognition on Forbes 2023 American’s Best Small Employer list.
Amber Larson kicks off the session with live polling of the audience. She presents in an interactive and conversational manner. She also uses industry research to reinforce the message. Attendees will leave this presentation with a clear understanding of how marketing can assist with a top challenge of AEC leadership–recruitment and retention.
The session helps marketing professionals align their thinking with a top area of concern across our industry’s leadership, which in turn helps the attendees create greater value within their own roles and departments.
1 CPSM CEU
The Big Win: Fully Integrating CX and EX with Your Organization’s Work to Maximize Impact
In 2021, Neumann Monson Architects formed a hypothesis: A positive client experience (CX) will build trust, enabling clients to take more design risks toward greater innovation. By 2022, this hypothesis evolved to include employee experience (EX): Well-executed projects—delivered in a human-centered, engaging, and inclusive way—will build greater client trust that will lead to design innovation and a more significant impact socially, culturally, and/or environmentally, while building stronger internal teams.
This session explores how the intersection of CX, EX, and DX (Design Excellence, specific to our industry) leads to “The Big Win”: impact that ripples from our purpose-driven practice across the region, the nation, and the globe, and into other industries.
Denise Schmitz and Sally Obernolte will share their in-progress path with other professional service providers to encourage them to integrate their unique service offerings with CX and EX to maximize their impact, and create ‘The Big Win.’
1 CPSM CEU
Chad Simmons
Director of Client Experience, WithersRavenel
THE CXM (CX Manager) PLAYBOOK - "The Play-by-Play: Guiding Your Client Experience Team to Victory"
At WithersRavenel (WR), the Client Experience Manager (CXM) role is pivotal to driving client satisfaction and ensuring seamless project delivery. However, the lack of clear, standardized roles and responsibilities for CXMs often led to inefficiencies and uncertainty about ownership of tasks and client relationships. In response, WR developed the CXM Playbook as part of the broader “CXM 2.0” initiative, spearheaded by the Chief Experience and Innovation Officer (CXIO). This initiative aimed to refine WR’s CXM-led approach to both project delivery and client retention.
Join Chad Simmons as he walks attendees through creating the CXM Playbook, from gathering internal feedback to developing actionable strategies. Key takeaways will include how WR conducted anonymous surveys to understand the role of CXMs across the organization and incorporated real-world examples, best practices, and tools to enhance the role’s effectiveness. Attendees will learn how the Playbook has clarified expectations, improved project outcomes, and set the stage for ongoing improvement.
Looking ahead, WR plans to continually update the Playbook, develop training programs, and integrate performance metrics to ensure the Playbook remains a dynamic tool for driving client and employee success. Join this session to learn how a structured approach to CXM can streamline project delivery, clarify responsibilities, and improve overall client and employee experiences.
1 CPSM CEU
Debra Hare
Senior Director for Business Development Training
& Coaching, Morgan Lewis
The Morgan Lewis EDGE: Merging Innovation with Exceptional Client Experience
Join Debra Hare as she reveals the strategic foundation behind Morgan Lewis’ Exceptional Client Experience (ECX) platform, designed to elevate client service beyond “business as usual.” Built on three key pillars— a robust Client Feedback Program (CFP), exceptional client service (ECS) training, and employee recognition— the ECX platform ensures that feedback drives action and continuous improvement.
Learn how Morgan Lewis integrates real-time client insights into its operations, fosters a culture of service excellence, and uses tools like their Excellence Awards and ECS training to empower employees.
Through live polling and interactive Q&A, attendees will gain actionable strategies for implementing a client feedback loop, enhancing team alignment, and adopting a client-first mindset. Walk away with practical insights and a checklist for immediate application to improve client service and foster long-term client relationships.
1 CPSM CEU
Workshops
Collaborate with your peers in small-group, roundtable workshops and apply CX foundations and fresh insights directly to your real-world business challenges. The hands-on approach to these interactive sessions, featuring focused exercises, will arm you with practical skills and actionable strategies, empowering you to drive lasting, meaningful change within your firm.
Jim Holz, AICP
Client Service Manager, MSA Professional Services
Ensuring Consistent Service Delivery Through Ongoing Client Liaison Training
MSA began a formal Client Liaison Training Program to help less experienced staff immerse themselves in MSA’s Client Experience (CX) Program while offering experienced staff a refresher, complete with fresh ideas that have been successful in the field. This program even included a client panel to hear firsthand what clients expect.
In this interactive workshop, led by Jim Holz, you’ll get an inside look at MSA’s CX training program. More importantly, you’ll be encouraged to share how your organization approaches CX training, enabling a collaborative exchange of ideas on starting or enhancing your own program. Whether you’re building a new training initiative or refining an existing one, you’ll leave with a practical blueprint and actionable ideas for elevating your team’s client experience skills.
Join us to explore best practices, learn from real-world examples, and take away proven strategies to develop or improve your organization’s CX training efforts.
2.5 CPSM CEUs
Karen Jackson
Managing Partner, C-ChangeWork LLC
Lead Like Lasso - Tips, Tools & Techniques to Strengthen Employee & Customer Engagement
Join Karen Jackson for an interactive and thought-provoking workshop inspired by the hit series Ted Lasso, where we’ll explore leadership lessons that can transform the way you engage with both employees and customers.
Drawing on insights from the show and proven CX/EX (Customer and Employee Experience) best practices, this session will provide practical strategies to inspire loyalty, boost productivity, and exceed customer expectations.
In this hands-on experience, participants will uncover tools to foster a culture of excellence, enhance engagement, and drive long-term success within their organizations.
Don’t miss this opportunity to gain fresh perspectives on leadership and leave equipped with actionable techniques to elevate both employee and customer engagement.
2.5 CPSM CEUs
Panel Discussion
Power in Pairs: A Collaborative Approach to Client Experience and Revenue Growth
There is no question that collaboration in law firms creates better outcomes for clients and firms. And yet, working hard together can be hard work. The most innovative firms are finding ways to break down silos and take a multi-faceted and collaborative approach to deliver superior client experience and drive sustainable revenue growth.
This gameshow-style panel will feature in-house law firm executives sharing perspectives on how collaboration drives greater client experience and revenue growth outcomes in their firms.
