Get recognized as a
CX Management Professional

Thursday, July 25 from 2:00 pm – 5:00 pm ET

Today’s firms are reporting that the talent war is their top challenge. There’s work to be won, but not enough staff to deliver it. In this workshop, we’ll collaborate and apply the tools of CX to design the most compelling recruiting journey for your next hires. We’ll also investigate messaging, applications, interviewing, hiring, and onboarding. The goal is to increase the number of qualified applicants coming in the door, and increase the success rate of your offers – even if your salary isn’t the highest on the table.

Wednesday, August 14 from 2:00 pm – 5:00 pm ET

This workshop will focus on how to build and execute modern client experience programs. We will zero in on how executives need to think about the impacts of a firm-wide CX program and what sponsorship of a CX program really means. You’ll learn how successful CX programs outflanked the natural pressures working against internal change to embed Client Experience into their working cultures. We’ll also show you how to think about and build a CX governance model ensuring program success and methods to measure performance to keep it all on track. This session is an advanced, hands-on training workshop that will equip CX leaders with pragmatic, real-world resources and tools to lead their CX transformation with confidence. 

Thursday, September 19 from 2:00 pm – 5:00 pm ET

Most firm leaders believe their primary source of revenue comes from word-of-mouth marketing. And often, this is true! Our happy clients can be our best sales agents. What most firms fail to do is capitalize on the vast potential of referral marketing. In this interactive workshop, attendees will practice a technique called Activating Promoters, which turns clients from willing referral sources into actual active referral sources. A/E firms implementing this technique with a cohort of 20 seller-doers have found, on average, $1.8M in net new revenue in just 90 days. We will learn the psychology of why clients make referrals and tap into core motivations that avoid “the pitch” and instead enable mutual success. Scripts, conversation guides, and accountability tracking tools will all be provided to enable attendees to return home and lead their teams.

Wednesday, October 9 from 2:00 pm – 5:00 pm ET

The best initiatives in an organization have a clear charter that aligns stakeholders, sets expectations, and creates a guiding document to align teams. Implementing a CX initiative – either starting up a CX program or implementing an individual CX project – is no different. During this session, you’ll learn how to create a compelling charter that communicates the vision of the effort, sets the goals and metrics for success, and outlines the desired behaviors of the stakeholders responsible for seeing the project through. A successful charter reduces friction and drives everyone toward a common goal.

Thursday, November 14 from 2:00 pm – 5:00 pm ET

Creating a culture focused on client experience that actually delivers positive ROI requires a clear focus. In this session, we’ll share how Client Experience can

1. identify business processes needed for each project that will deliver the most value to the client,
2. provide your team with the chance to capitalize on their strengths, and
3. use client sentiment tracking to remain in alignment with what your clients perceive as most valuable.

Wednesday, December 4 from 2:00 pm – 5:00 pm ET

Valuable client feedback goes far beyond simply asking about the client’s satisfaction. The best client feedback conversations create future dialogue, generate actionable follow-up, and validate the firm’s strategy for positive client experiences and increased loyalty. Well-prepared and skilled interviewers can quickly get clients to share information, allowing the firm to create a strong service differentiator and lead to both short-term and long-term financial benefits. The most important goal of all client feedback interviews is the understanding that the firm will act and follow through on the information uncovered in the interview. Successful client feedback programs generate more than great client information—they provide specific ideas for improving or enhancing the overall client experience. This workshop will include the framework for a successful client feedback program, interview best practices, and strategies to turn information into action.