Get recognized as a
CX Management Professional

Discover how to calculate and utilize Client Lifetime Value (CLV) to drive smarter investments in your client experience (CX) efforts. In this workshop, we’ll explore real-world case studies, including how one firm transformed unhappy clients into profitable ones, generating $138K in future CLV per client. Learn to measure key metrics like profit, churn, and client sentiment, and build models to quantify the ROI of your CX initiatives.

Learn to use Client Empathy Mapping to align your team with your client’s needs, concerns, and expectations. This interactive session introduces a simple yet powerful technique to boost win and retention rates by uncovering unique service opportunities and addressing client anxieties. Equip your teams to craft tailored client experience plans that build trust, drive satisfaction, and ensure long-term retention while fostering innovation to stay ahead of the competition.

This workshop explores the unique challenges of measuring service quality in project-driven organizations, unlike traditional product-based industries. Attendees will learn why transactional feedback models, common in retail and call centers, don’t work for service delivery. The session provides research-based insights and practical tools to develop a feedback plan tailored to their firm’s needs, focusing on stakeholder engagement, key metrics, and actionable strategies to improve client outcomes.

Struggling with misaligned clients, scattered pursuits, or pricing challenges? Your firm may lack a clear Ideal Client Profile (ICP). In this workshop, we’ll guide you through creating a compelling ICP by identifying key data sources, engaging stakeholders, and refining inputs. Learn to apply your ICP to transform marketing, pursuit, and pricing strategies while boosting team engagement and satisfaction.

Overcome leadership complacency and accelerate CX adoption by crafting compelling business cases aligned with your organization’s priorities. In this workshop, you’ll learn how to develop a strategic CX plan with clear metrics, accountability, and prioritization. Discover how to create a “self-funding CX organization” that transforms initial investments into sustainable returns for ongoing CX growth.

Client Experience (CX) feedback offers valuable insights into how clients perceive your firm and services, but turning this data into actionable strategies can be challenging. In this workshop, learn how to connect subjective CX feedback with objective firm and project performance metrics to uncover systemic issues and opportunities. Discover how to use analytics to visualize data relationships, explore trends, and drive impactful business decisions that enhance your CX strategy.

Client Journey Mapping allows your team to identify the potential friction points (from your client’s perspective) of working with your firm. This program sets the stage for why this tool increases trust with your clients and then walks you through a sample Journey Map you can review with your team to create better customer experience moments.

This advanced, hands-on workshop equips CX leaders with the tools to build and execute successful firm-wide CX programs. Learn how to navigate internal challenges, secure executive sponsorship, establish effective governance, and measure performance to embed CX into your culture. Gain practical strategies to lead your CX transformation with confidence.

With the talent war topping today’s challenges, firms need innovative strategies to attract and retain top talent. In this workshop, learn how to apply CX principles to craft a compelling recruiting journey, from messaging and applications to interviewing, hiring, and onboarding. Discover how to increase qualified applicants and improve offer success rates, even in a competitive job market.

Word-of-mouth marketing is a powerful revenue driver, but many firms miss the opportunity to fully harness its potential. In this interactive workshop, learn the technique of Activating Promoters to turn satisfied clients into proactive referral sources. Discover the psychology behind referrals, practice effective conversations, and explore tools like scripts and accountability trackers. Firms using this approach have generated an average of $1.8M in new revenue within 90 days. Leave equipped to lead your team in maximizing referral marketing success.