CXps 2020 Workshops

The Workshop Experience

CXps Workshops give you a chance to roll up your sleeves and go deeper on specific CX and/or EX topics. Past attendees rate our workshops as one of the most valuable benefits of attending each year. Because of the nature of the workshops, attendance is LIMITED to 30 people per workshop. Click the link below to sign up today for the workshop of your choice.

The Making of a Great Client Meeting

Wednesday, May 13 – 9:00-11:00 am
Speaker: Mike Phillips

We meet with our clients (and others) all the time. Structured, scheduled meetings fill our calendars on a daily basis. Poor meetings leave us feeling anxious and hurried. Good meetings get things done, clarify and confirm. Great meetings change our relationships for the better. We experience greater peace of mind and mutual commitment. So why don’t we have more great meetings? In this workshop, Mike will share the anatomy of a great client meetings, strategies and tactics you can implement with your team, and the pitfalls you’ll want to avoid.

2020 Next Big Thing: Service Metamorphosis 2.0 – What Clients Want

Wednesday, May 13 – 9:00-11:00 am
Deb McMurray

In 2020, we are doubling-down on “Driving Performance Improvement,” and are focusing on “What Clients Want.” The only way for service to drive law firm performance improvement is to rethink, redesign and restructure the delivery of legal services based on how clients want them delivered. The solution-finding and pathway to improvement must be collaborative or the universal areas of difficulty for law firms will impede your progress and potentially sabotage your client relationships.

Transform Your Client & Employee Experience through Hospitality Best Practices 

Wednesday, May 13 – 3:15 – 5:15 pm
Speaker: Ann Ashley

This workshop will be structured in two parts: a focus on the new client experience, followed by a focus on the new employee experience.  Attendees will have a traction plan to accompany the workshop, noting small steps they can put into action upon their return to the workplace.  Focusing on creating a welcoming and credible first impression, participants will identify opportunities for improvement in their client/employee experience, and develop a plan to build momentum toward change.

 

Leaders Guide to Healthy & Affirming Workplace Culture 

Thursday, May 14 – 9:45 – 11:45 am
Speaker: Michele Rochon

Once you have equitable salaries, benefits, flexible hours, and recognition in place, a world of difference can be made in the daily lives of employees. Friendship is said to be a million little things – so is employee experience! This session approaches employee experience culturally and behaviorally. We examine the little behaviors leaders can foster that transform a workplace from cubicles and occupants to a joyful and uplifting community of people who love life and love work.

The Human Experience – 2nd Session

Thursday, May 14 – 9:45 – 11:45 am
Speaker: Deb Knupp

Much has been said about the Experience Economy and how CX (client experience), EX (employee experience) and BX (brand experience) drive high performing cultures and strategic growth. There is growing empirical data that reinforces the inarguable economic value of client loyalty and employee loyalty. There continues to be growing attraction and receptivity by progressive professional services firm leaders who wish to re-imagine their business models to more overtly prioritize the “How” and the “What” of their sales and delivery engines through CX, EX and BX. And the best of the best in professional services firms are measuring the success of their strategies using Triple Bottom Line metrics for Profit, People and Planet.

Building the Business Case for CX in Your Firm

Wednesday, May 13 – 9:00-11:00 am
Speaker: Blake Godwin

Learn a consistent process to diagnose and solve real business challenges. Attendees will receive a one-page “solution chart” template to guide your application of the technique at your office. We will also spend time practicing the technique together, reinforcing the methods to ensure you will be ready to take your team through the process. Attendees will also learn how Client Experience management can solve many problems at once, creating an easy path for business improvement.

The [Top Secret] Link between CX and Next Gen Leadership

Wednesday, May 13 – 3:15 – 5:15 pm
Speaker: John Doehring

All successful firms get the importance of clients, and most do a good job of pushing projects out the door.  Fewer firms understand the direct (and causal) link between employee experience (EX) and client experience (CX), and fewer still appreciate the untapped power of next generation leaders in delivering client wow. In this fast paced, high engagement workshop we’ll explicitly connect these ideas; share our proven, seven-step approach for igniting the next generation; and leave all attendee-participants with an action-focused agenda for winning big in the experience game.

The Human Experience – 1st Session

Wednesday, May 13 – 3:15 – 5:15 pm
Speaker: Deb Knupp

Much has been said about the Experience Economy and how CX (client experience), EX (employee experience) and BX (brand experience) drive high performing cultures and strategic growth. There is growing empirical data that reinforces the inarguable economic value of client loyalty and employee loyalty. There continues to be growing attraction and receptivity by progressive professional services firm leaders who wish to re-imagine their business models to more overtly prioritize the “How” and the “What” of their sales and delivery engines through CX, EX and BX. And the best of the best in professional services firms are measuring the success of their strategies using Triple Bottom Line metrics for Profit, People and Planet.

Transform Your Client Experience through Storytelling

Thursday, May 14 – 9:45 – 11:45 am
Speaker: Alan Hoffler

Whether you are a hesitant speaker or a communicator who wants to be GREAT, this workshop will teach you an valuable and easy-to-learn technique that will make your audience WANT to listen to what you say, create a movie in the listener’s mind, and create anticipation to hear your message. During this workshop, you will have the chance to practice and apply it to your message whether it’s at a networking event, work presentation, or online content marketing.