CXps 2018 Sessions

Tim Asimos, CPSM – circle S studio

Aligning CX, EX, and Brand: Fulfilling Your Brand Promise through an Engaged, Client-Centric Culture

What do winning professional services firms have in common? Strong, differentiated brands; loyal, raving clients; and a culture driven by passionate, engaged employees.  And this is no accident! The secret sauce lies at the intersection of customer experience (CX), employee experience (EX), and brand. These three seemingly separate functions have to work together in order to authentically deliver on your brand’s promise. In this session, we’ll take a closer look at the relationship between CX, EX and brand and how alignment can amplify your impact. We’ll explore how each of these areas support and strengthen one another: your firm’s culture plays a role in delivering an exceptional client experience; delivered by a highly engaged, client-focused workforce; and ultimately brings your brand promise to life. Attendees will walk away understanding where their firms should focus to maximize their efforts in experience design and delivery.

Kate Lucey – KDL Consulting

Between the Lines: How Linguistic Analysis Reveals What Clients Really Say

Communication. Whether it is email, text messaging, online chat programs, or message boards, conducting business online has become inevitable. It’s efficient but not without its drawbacks. Without understanding the patterns, rules, and etiquette of Computer Mediated Communication (CMC), it can be easy to be misunderstood and difficult to create connection and relationship. In this session, you will learn how to interpret what your clients are ‘really’ saying and learn strategies to improve your online communication and build strong relationships regardless of the medium.

Alan Hoffler, MillsWyck Communications

Sound Like You Feel

When it comes to selling — your product, your ideas, your CX goals — we often fail to convince others of the passion and commitment we feel inside. Since passion, confidence, and enthusiasm are inferred from our actions, it’s crucial to SHOW these critical components and not rely on an audience to INFER from our content or implications. Many passionate speakers fall short convincing their audiences, resulting in misunderstanding, loss of buy-in, and missed opportunity.

In this fast-paced and interactive seminar, participants will learn the two principles of expressing passion and the key secret to making others BELIEVE. Alan will drive the points home by using audience participants to show how small changes can have a BIG effect on the reception of our message.

Donna Cutting – Red Carpet Learning

Build a Culture that Drives a Red-Carpet Client Experience

In today’s marketplace, client experience is king. Your clients have more choices and louder voices than ever before. Providing a seamless red-carpet client experience is your competitive advantage.

However, your firm can’t provide a seamless client experience unless every member of your team is on board. A Red-Carpet client experience means every team member is providing an exceptional experience for every client, at every opportunity, every single time. In other words, your client experience is only as good as your least engaged employee.

This 3-hour workshop is a hands-on, interactive experience. Through case studies, partner and group discussions, you will learn techniques you can implement in your firms to help your team deliver a consistently excellent client experience.

Steven Keith – CX Pilots

CX Advanced Workshop

In this advanced CX Session, Steven will move beyond the 101 level and anecdotes about the value of CX and focus on how to build and execute modern client experience programs. The session will zero-in on how executives need to think about impacts of a firm-wide CX program and what sponsorship of a CX program really means. Learn how successful CX programs outflanked the natural pressures working against internal change to embed Client Experience into their working cultures. Explore ways 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, hand-on training workshop that will equip CX leaders with pragmatic, real-world resources and tools to lead their CX transformation with confidence.

Chandra Storrusten – Visible Value Global

Client Empathy Mapping

Step inside your clients’ (and other stakeholders’) world and experience what the “characters” are feeling. See your client relationships through their eyes and from their perspective. When you understand the current state of how your service delivery impacts your clients’ experience, you can design specific changes to positively impact that experience. Come ready to participate. During this 3-hour deep dive workshop, Ryan Suydam (Client Savvy) and Chandra Storrusten will guide attendees through the process of finding the opportunities for enhanced client experience

Ida Cheinman – Substance 151 Principal

Brand vs. Client Dilemma: Finding the Right Balance for Better Experience

As the lines between products, services, environments and industry categories continue to blur, leading professional services firms are looking to transcend traditional B2B boundaries in the service of creating a better experience. To compete and win, firms must balance their brand’s needs with those of their clients. This includes creating more B2C-like experiences that today’s professional services clients expect and demand and often means incorporating new, cross-disciplined approaches and looking to other industries for best practices.

This presentation shows how to bring together both sides of the brand-client equation to enable your firm to create unmatched client experiences where every interaction not only addresses clients’ needs but also amplifies the value of the firm’s brand.

Kristi Weierbach – Stambaugh Ness

MASHUP –  Client Experience and Employee Experience

Some believe that clients are a firm’s most valuable asset, while others argue that employees are more valuable. Did the chicken or the egg come first?

The truth is they are equally important. And, the experience they each have with your firm is connected. In this workshop, we will explore the needs of both groups to gain a deeper understanding of how their experience impacts their loyalty. Learn to identify the experience crossover points between clients and employees, and ways that you can elevate the level of service provided to both groups leading to increased engagement and profitability.

Karl Feldman – Hinge Marketing

Creating a Research-Based CX Strategy

Hinge’s research on professional services firms indicates that firms that conduct frequent research realize higher growth. In this presentation Karl will take a deeper look into how this research helps firms grow and improve relationships with their clients. In addition to an exploration of the critical components of client-centered research, he will provide attendees with the practical information they need to conduct their own research including key considerations in conducting client satisfaction research and how to apply your findings to your CX Strategy. Regardless of firm size, attendees will learn strategies they can implement to begin gathering and analyzing this type of data.