Welcome to the CXps knowledge library

CX-Cellence Roundtable Discussion | Marcum LLP

Jennifer Carro, Director of Client Experience at Marcum LLP, joins us to discuss how her firm’s commitment to the client experience and the employee experience depend on each other; and how empowering associates across the organization has impacted client relationships.

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  Jennifer Carro

CX-cellence Roundtable Discussion | WithersRavenel

Eddie Staley, Chief Client Experience & Innovation Officer at WithersRavenel, discusses his firm’s CX-cellence 2022 submittal “Client Communication in the Age of COVID.”

Hear from Eddie how the firm improved communications with their clients and continued to exceed expectations during the pandemic and discuss where the program stands today, what aspects have evolved in recent months, and the impact this award-winning initiative has had on the firm’s business outcomes.

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  L. Eddie Staley

  WithersRavenel | CXIO

CX-cellence Roundtable Discussion | Green International Affiliates, Inc.

Hear from Jasmine Strout, Marketing & Engagement Coordinator at Green International Affiliates, Inc., about the organization’s award-winning #CX-cellence submittal, “Reimagining the Possible.”

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  Jasmine Strout

  Green International Affiliates, Inc. | Marketing & Engagement Coordinator

CX-cellence Roundtable Discussion | DAHLIN Group Architecture | Planning

During our conversation, we hear Vanessa Pelletier discuss the implementation of DAHLIN’s “Client Relationships Champions”, where this initiative stands today, and the impact this award-winning submission currently has on the firm’s business outcomes.

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  Vanessa Pelletier

  DAHLIN Group | Senior Director- Branding

CXps 2022 | What Talent War!? This is How to Conquer It and How We Did It!

In today’s climate, it’s not finding the work that is so difficult, it is finding the people to do it….and the right people! We work so hard at trying to differentiate ourselves from our competitors, yet we often hire just because we need to- creating the wrong fit for both us and our clients! This can, and has, created damage to our reputations and pipelines which takes a tremendous amount of time to adjust and repair.

During this session, we will discuss how using non-traditional thinking will allow you to proactively win the talent war while improving your CX/EX! We will discuss the tools and initiatives you can put into place at your firm and discuss exactly what Withers Ravenel has done to embrace these opportunities and use them as differentiators. We will also discuss how to measure the results of these efforts, discuss potential blind spots, and help you develop a plan to create win-win-win solutions! Come find out what other firms are doing to dominate and become a preferred partner and destination employer!

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  Blake Godwin

  Client Savvy | President & Partner

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  Brock Storrusten

  WithersRavenel | Chief Strategy Officer

CXps 2022 | Content Marketing & CX

In 2021, the seventh year of our CX Journey, Neumann Monson Architects renewed our business plan and sharpened our focus toward a holistic approach to sales and marketing, led by client-centered content generation. Join us as we share our strategies, successes, and failures for dedicated written and video content generation that addresses every part of the sales funnel.

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  Denise Schmitz

  Neumann Monson | Marketing Manager

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  Sally Obernolte

  Neumann Monson| Architect

CXps 2022: Surprise and Delight: Enhancing CX through Low Budget and Low Effort Gifting Initiatives

This session will provide three real-world examples of low-budget and low-effort gifting initiatives Bartlett & West undertook to enhance our client experience. First was a holiday donation email that “went viral” and earned an SMPS Kansas City 2019 Award of Excellent, Holiday Piece. Second was a 2021 client gifting and donation effort that worked so well, we saw an improvement to the company’s client feedback metrics (NPS). Lastly, we will discuss a few examples of gifting and virtual events for key clients in the “new normal.” Built into the session will be time for discussion and framing up attendees’ own gifting initiatives.

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  Amber Larson

  Bartlett & West | Senior Marketing Manager

CXps 2022 | Commoditization: The Self-Fulfilling Prophecy for AEC Firms

Commoditization can be a self-fulfilling prophecy in the AEC industry. Leaders must understand that if they continue to say the same thing everyone else is saying, not work hard to select the right clients, and continue working for clients where they can’t be profitable – they commoditize themselves. This session will explore the tremendous opportunity to create unique and compelling brands in this industry through CX and EX approaches.

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  Chad Clinehens

  Zweig Group | President & CEO

CXps 2022 | Smart Onboarding: Getting CX, EX, & UX Aligned

During this panel session, Jen Hertzig, Mitch Reno, and Gabriel Tevrizian will discuss how they are actively engaged in improving their new client onboarding protocol. Moderated by Laura Meherg, you’ll hear how three different firms approach the challenge of creating better client experiences at the moment new clients are optimally engaged and enthused about working with you. The panelists will share the science behind how they approached the innovation efforts and how the operational components of smart onboarding impact clients and associates. Technology will also play a starring role in this session as we look at how UX is the foundation of next-generation CX/EX. Don’t miss this session if you consistently see challenges in your service delivery that could be corrected and improved with better onboarding.

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  Gabriel Tevrizian

  REDW LLC. | Director of Marketing

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  Jen Hertzig

  Kcoe Isom| Brand & Experience Leader

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  Laura Meherg

  Wicker Park Group | Founder & Partner

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  Mitch Reno

  Rehmann | Principal & Director of Client Experience

CXps 2022 | Client Sentiment & Sales Success

Intuitively, we “know” that we perform better with our raving fan clients. But how much better? In this case study, hear how CDM Smith used client insights (NPS data plus proposal win rates) to quantify the impact client sentiment has on sales success. Amongst our findings, we’ll share how the presence of even one “detractor” in a client organization reduced revenue capture by 37%. Armed with these insights, our BD team can be more targeted in pursuing the highest probability work, and is able to increase revenue forecast accuracy.

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  Doug Updike

  CDM Smith | Chief Quality Officer

CXps 2022 | Retaining Top Talent through Succession Planning

Beyond providing a roadmap for the strategic and financial future of an organization, succession planning is an opportunity to foster a firmwide shift around transparency and engagement. Join Neumann Monson Architects for insight into how they leveraged a decade of planning and discovery to develop a 40-year succession plan offering diversified ownership to over half of their 40-person staff. Their open and inclusive process has laid the foundation for increased transparency, changed staff perception and alignment, and shifted the organizational mindset. With their 40-year plan, they’ve built a financially sustainable model for succession as well as a culture of engagement and ownership.

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  Tim Schroeder

  Neumann Monson Architects | President, Principal

CXps 2022 | Equity & EX- A Personal Story on How to Recruit and Retain Diverse Talent

Keynote speaker Leslie Miley joins us at CXps to discuss his experiences as a Black engineer in a predominantly white, male-led industry and why “diversity, equity, and inclusion” in the workplace is not another buzz term. Moderated by Vanessa Pelletier, we’ll hear firsthand why, at the height of his career, Miley walked away from some of the most prestigious names in tech, and why it is important for him to continue to speak out against the barriers, systems, and preconceived notions in place that make racial, gender, and educational diversity within companies subpar and what can be done to improve inequity within the workplace.

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  Leslie Miley

  Executive Engineer & Entrepreneurial Advisor

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  Vanessa Pelletier

  DAHLIN Group | Senior Director- Branding

CXps 2022 | The Hidden Opportunity in Your CX Program? Talent Retention

Rates of burnout – – a feeling of overwhelm and constant stress that if left unchecked may cause employees to seek another job – – have risen in the past year. A 2021 survey by Indeed found that 54% of employees suffer from burnout-up from 43% from a year ago. Companies are taking steps to mitigate burnout and reduce turnover, but there’s one surprising tool many have not considered: their CX program. CX feedback can be one of the most powerful tools in helping employees feel empowered, valued. This session explores the hidden opportunity in CX to promote a healthier workplace for employees, reduce burnout, and curb turnover. Learn the strategy behind making your CX program a significant contributor to retention, the pitfalls to avoid, and the critical mindset shift leaders must employ to drive success.

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  Carrie Steffen

  The Whetstone Group| President

CXps 2022 | Leveraging the Power of X to WOW During Client & Employee Onboarding

This video contains portions of the 2.5-hour workshop, “Leveraging the Power of X to WOW During Client & Employee Onboarding”, that was conducted during the general session of CXps 2022. This workshop helped participants learn how the “Power of X” can drive the creation of a successful onboarding program for both clients and employees that leave them CONSISTENTLY WOWED.

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  Blake Godwin

  Client Savvy | President & Partner

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  Chandra Storrusten

  Visible Value | CEO & Chief Value Creation Officer

CXps 2022 | 3 Pillars of a Successful CX Program

When starting a new CX program it can often be confusing on where to start. This session will break down the 3 pillars of a successful CX program and how to incorporate those into your business. The outcomes and focus for each company may be unique, but the process can be broken down into three focus areas.

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  Jen Hertzig

  Kcoe Isom| Brand & Experience Leader

CXps 2022 | Client Relationship Report Card

Maya Angelou wrote that “If you don’t know where you’ve come from, you don’t know where you’re going.” The same sentiment holds with client relationships. Having a great handle and understanding of the history of a client relationship can often inform the forward-looking strategy. Learn how a Client Relationship Report Card can be structured to highlight the important aspects of a client relationship while also providing areas for improvement. Completing this exercise with a client team can allow for great collaboration to bring the team together and create a strategic plan for servicing the client more deeply in the coming year.

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  Matt Kocanda

  BDF LLC | Partner

CXps 2022 | Making Delight Intentional for Measurable Payoff

Companies view avoiding complaints and dissatisfaction as table stakes and a key objective of quality and operation. On the other hand, customer delight is seldom a clear objective and is viewed as a serendipitous event, especially in B2B environments. In fact, delight CAN be implemented systematically at a very low cost. During this session, John Goodman, Vice Chairman of Customer Care Measurement and Consulting, will present rigorous consumer research on types of delight and their payoff as well as a recent proof of concept. For example, customer education and onboarding, as well as cross-selling, can create delight while reducing problems and generating extra revenue. Goodman will then suggest how delight applies to B2B environments, including preliminary data gathered in business services and industrial settings.

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  John Goodman

  Customer Care Measurement and Consulting | Vice Chair

CXps 2022 | CX Peer Panel Discussion

Join Tammi Nagucki, Principal – Marketing and Client Experience with Environmental Design Group, and John Rinehart, Chief Customer Officer with FastBridge Fiber, to discuss where they are in their firm’s CX journey, what trials and tribulations they’ve experienced recently within their firm’s CX life cycle, what keeps them motivated to ensure their clients receive the best experience possible, and the nugget of wisdom they wish they had when they started on the crazy journey that is CX!

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  John Rinehart

  FastBridge Fiber | Chief Customer Officer

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  Tammi Nagucki

  Environmental Design Group | Principal- Marketing and Client Experience

CXps 2022: The State of CX in the Industry

This opening keynote address to CXps 2022 will set the tone for the rest of the conference by discussing the evolution of CX over the past ten years and underscoring the increasing effects a successful CX strategy plays in creating loyal, revenue-generating clients.

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  Ryan Suydam

  Client Savvy | Chief Experience Officer

CXps 2021 | Winning Hearts

On Day 2 of our CXps 2021 Virtual Conference, Andrea Mac from Prequal discusses “Winning Hearts”, and how the power of storytelling impacts your Client Experience culture within your firm. What’s the story you use to spread awareness among your colleagues for increasing CX initiatives?

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  Andrea Mac

  Prequal | Growth Strategist & Partner

CXps 2021 | Winning Heads

Day 1 of the 3-day Business of CX conference features Ryan Suydam, creator of the Client Feedback Tool and founder of Client Savvy. Ryan presents the business side of Client Experience and how to effectively formulate ways to uncover the value of CX initiatives.

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  Ryan Suydam

  Client Savvy | Chief Experience Officer

KSM | How To Hire, Promote, or Become a CX Leader: Eight Critical Behaviors Revealed

Talent Matters, a behavioral research and coaching organization, partnered with Client Savvy to perform original research into what makes award-winning CX Champions so good at what they do.

Join Talent Matters President, Reid Tolley, as he shares the critical behaviors these recognized CX leaders lean on for their success in transforming their organizations. You will learn the methods used for the research, the findings, and practical applications including a hiring guide and interview questions to help assure you identify the best candidate to lead YOUR firm’s CX journey.

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  Reid Tolley

  Talent Matters | President

KSM | Applying the 80/20 Principle to Your CX Initiative

Alex Merbach from Faith Technologies shares how they used the Ideal Client Profile and the Pareto Principle to focus on their top 20% of clients and double revenue in three years.

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  Alex Merbach

  Faith Technologies | Business Development Manager

KSM | Aligning Your Brand with CX & EX

Aligning Your Brand with CX & EX- Presented by Ida Cheinman

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  Ida Cheinman

  Substance 151| Principal & Creative Director

KSM | Making “Client Success” Part of your CX Strategy

Is your organization still talking about client service or have you progressed to talking about client success? Do you want to know the difference between the two, and how it relates to the overall client experience? Or more importantly, the effect it can have on business, revenue growth, and client retention?

Join us as we present Danny McPhaul, Client Success Manager at Transloc, for the next installment of our ongoing knowledge sharing module series.

In this engaging discussion, Danny shares how he helped Transloc re-invent their client service model from the traditional “account management” to a modern “Client Success Management” model.

In the 18 months since their CSM team:

• Reinvigorated relationships
• Increased client satisfaction by 35%
• Grew revenues with key accounts by 29%
• Doubled the yearly account revenue in a couple of cases

We also explore what makes Client Success different from account management and provide clear steps you can take to implement a Client Success strategy in your firm.

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  Danny McPhaul

  Ford Pro| Manager of Client Experience

KSM | The Ecosystem of Experience

We all know how hard it can be to teach and equip our staff about client experience, employee experience, and all the experiences. Michele Rochon, Creative Director at The Workplace Culture Store, helps bring it together with one unifying, comprehensive approach that makes it easy for our teams to move forward.

Michele shares the concept of the “experience ecosystem,” where we no longer need to look at client and employee experience as separate and different, or one initiative vs. the other. Instead, she encourages taking a holistic approach, by creating an overarching “experience” culture which then influences the client, employee, and other company experience initiatives. This culture is created by strategically defining sets of unifying values, beliefs, norms, and languages to be used internally and externally in all interactions with your company and brand.

By doing this, your company can:

• Save time and resources
• Create a workplace culture that mirrors the ideal client experience
• Minimize employee confusion on “which language to speak” at any given time
• Improve return on investment with “experience” initiatives
• Organically improve the experience of your clients by improving the experience of your employees
• Create a reliable and sustainable approach to improving employee engagement and adaptation of experience initiatives

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  Michele Rochon

  The Workplace Culture Store | Creative Director

KSM | How Marketers Can Use Client Feedback

In the competitive world of the professional services industry, marketers have to find ways to better understand their firm’s clients. Since marketers generally have limited interactions with clients, it’s difficult for them to identify how clients really feel about the experience their firm is providing.

By using a tool to capture feedback, marketers have the ability to pinpoint clients that are extremely happy clients and clients that are difficult to please. Additionally, marketers are an integral part of building and maintaining a positive brand experience. Therefore, asking prospects and clients for feedback on the marketing materials they create can ensure clients are garnering the information they are seeking.

During the KSM session, Ryan Felkel, Marketing Manager at Full Sail Partners, will explain how feedback can be used to improve proposals and to help generate new marketing content. He will also explain the importance of having a consistent client feedback survey process.

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  Ryan Felkel

  Full Sail Partners | Marketing Manager

KSM | Transform Your Client Experience through Storytelling

Join us as we present Alan Hoffler, Executive Director at MillsWyck Communications for the next installment of our ongoing Knowledge Sharing Module(KSM) series.

Storytelling is known as the silver bullet of communication and is used by the masters of the stage and the pen in just about every forum imaginable.

Enhance your Client Experience with storytelling by taking your clients on a journey. You’ll find ways to immediately put this weapon in your toolbox and WOW your audiences and readers and have them ready to listen to your pitch or presentation.

During the KSM session, Alan shares:

• The power of connection and how to create it How stories help guide and enhance the client experience
• The importance of knowing what clients think, feel, and want so you can better connect with them
• How stories and shared experiences build trust Three tips to tell better stories The “power phrases of persuasion”

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  Alan Hoffler

  MillsWyck Communications | Executive Director

KSM | Leveraging Cross-Organizational Benefits of CX & EX Post-COVID

SMPS interviewed over 400 C-level executives in the A/E/C space and learned that they believe Client Experience will be the number one reason why clients choose you by 2021, not price. Client and Employee Experience Management have become even more of an imperative post-COVID as the needs and wants of clients change rapidly….and so does their anxiety. This is the key to differentiation and better business outcomes for our industry. It is an operational discipline, not a one-year initiative, and every interaction you have with your clients and employees can impact your firm in a positive or negative way.

In this session, we will cover what CX and EX actually are and how each silo and division of your firm benefits from formalizing CX and EX. You will learn who is impacted and how to quantify the impacts and begin to understand how much time and money you should be investing into this strategy. We will cover industry statistics regarding the firms who are already doing this, as well as industry stats for those who are not. You will also learn how leveraging this approach will help you and your firm overcome current and future economic challenges.

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  Blake Godwin

  Client Savvy | President & Partner

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  Chandra Storrusten

  Visible Value | CEO & Chief Value Creation Officer

KSM | The Role of Pricing, Budgeting, & Billing in Your CX Program

Pricing, budgeting, fees and billing are arguably the most critical components of Client Experience (CX) – yet they’re the most underdeveloped and evaded, often misunderstood as a back-office problem. However, herein lies an opportunity to engender loyalty, develop trust and provide the foundation needed for your CX program to thrive. This session covers the six pillars of CX to depict best practices, ideas and deliberate ways to approach pricing, fees and billing to positively impact your CX programs.

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  Andrea Mac

  Prequal | Growth Strategist & Partner

KSM | Get Paid Faster: Strategies for Improving Invoicing, AR, and the Intersection of CX

Lucas Hayden, Director of Product Marketing at Unanet A/E, addresses the common billing and accounts receivable (AR) challenges AEC firms face today. This session will explore the benefits of optimized AR, the AR optimization journey, strategies for reducing work in process (WIP), and technologies that can help.

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  Lucas Hayden

  Unanet | Director, AEC Strategy