CXps 2023 | Making Client Experience a “Hard Skill”

A mid-sized engineering firm recognized the direct impact Project Management has on a client’s experience outside of Operations.  This firm took an empathetic approach to incorporating change across the organization with particular attention to the PM team. They started with a firm-wide reorganization and moved all things Project Management under the Client Experience leg of the firm, rather than the Operations leg. The result was an increase in engagement from Project Managers as well as Clients, which ultimately has further enculturated CX in all areas of their firm. This change has also helped PM’s identify how the internal teams can minimize risk, minimize cost, maximize return, and increase focus on moments of delight for the client.