CXps 2018 Speakers
Owner, Evan Carroll and Associates
Evan Carroll is an author, speaker, and experience architect. In his Opening Keynote, Evan will tell you how to combine big data trends and small data insights to fuel your client-centric approach to marketing and client experience. He will give attendees a full toolbox of strategies, tactics, and practical advice to create win-win-win experiences that are better for clients, better for your brand, and better for the bottom line.
Evan is the author of two books and has appeared in major news outlets including The New York Times, CBS Sunday Morning, NPR’s Fresh Air, The Atlantic, and Popular Science. He specializes in helping companies stay relevant in an increasingly digital and connected world.
Owner, Purple Goldfish
Stan Phelps inspires brands and businesses to be remark-able. Traditional marketing is fixated on the eyes and ears of the prospect. According to Stan’s research, it is the client and employee experience that drives referrals. He believes you can’t have happy enthused clients without happy engaged employees. Culture is an ongoing commitment, not a campaign. In his Closing Keynote, Stan will share the nine key drivers of overall performance from the Golden Goldfish project.
Stan Phelps is a Forbes Contributor, IBM Futurist and TEDx Speaker. His keynotes and workshops offered at PurpleGoldfish.com focus on how to create meaningful differentiation to win the hearts of both employees and customers.
Executive Director, MillsWyck Communications
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 our audience to INFER from our content or implications. The outcome: misunderstanding, loss of buy-in, and missed opportunity. This is a highly interactive session, Alan Hoffler gives attendees the chance to demonstrate how small changes can have a BIG impact on the reception of our message.
Alan is the founder and director of MillsWyck Communications, is an accomplished keynote speaker. Alan shows audiences how communication opens doors and how YOU can be an insanely great communicator!
Founder and Chief Experience Officer, Red-Carpet Learning Systems
In today’s marketplace, client experience is king. Your clients have more choices and louder voices than ever before, and providing a seamless red-carpet client experience is your competitive advantage. However, you can’t provide that experience unless your team is on board. In Donna’s workshop, you will take away actionable tools you can use in your firm immediately. You’ll learn how to: create clear expectations and a vision for your client experience initiative, engage your team to buy-in to the vision, and empower your team with tools, training and decision-making ability.
Donna Cutting, CSP is the author of two books on customer service. Her most recent book, “501 Ways to Roll Out the Red Carpet for Your Customers,” was named by Forbes columnist Shep Hyken as one of the best business books of 2015. Donna leads a team that train organizational leaders on how to turn prospects into delighted customers; and delighted customers into raving fans.
Patricia Ellard & Dan Pulka
Pepper Hamilton, LLP
Patricia Ellard and Dan Pulka join us from Pepper Hamilton, LLP as CX innovators from legal professional services. In their session, Dan and Patricia will present a case study on how their firm built a strong CX initiative as part of their implementation of a client feedback program. You will learn how they achieved their results through a discussion of best practices, communication strategies, and tips for overcoming roadblocks like strong personalities and hesitant clients.
Patricia is a competitive intelligence professional with a strong focus on client service. She uses competitive intelligence sources and tactics to identify gaps in clients’ legal needs and to recommend opportunities. Dan is the chief marketing officer and, as a key resource and leading influence, has led the firm’s marketing and business development efforts since 2014.
Language Analyst & Consultant, KDL Consulting
Kate Lucey‘s workshop at CXps 2017 was a huge hit. Evaluations after her session overwhelming told us to bring her back to CXps2018. According to one attendee, “I actually was completely slammed with work and almost didn’t come back for the second day of the conference but I really wanted to see this presentation and it was well worth it!!” Applying linguistic theory to every day business communication, Kate helps companies and individuals strengthen their relationships, establish their brand, and hone their message.
Kate is a Sociolinguist and language analyst consultant. She earned her Master’s degree in Language and Communication from Georgetown University, and her Bachelor’s in Linguistics from Boston College.
Director of Digital Innovation, Circle S studio
Tim Asimos is a fan favorite who will join us at CXps 2018. A recognized marketing thought leader and catalyst for change, Tim provides keen insights on modern marketing principles and an uncommon perspective gleaned from 15 years of experience both inside and outside the AEC industry. Hear Tim’s insights on how to deliver on your firm’s brand promise through an engaged client-centered culture. Discover a framework to align Client Experience (CX), Employee Experience (EX) and your brand. Learn how each of these areas support and strengthen one another to deliver on your brand promise and amplify your impact.
As Vice President and Director of Digital Innovation at circle S studio, a strategic marketing agency, Tim leads the digital team to develop innovative strategies in web development, content marketing, social media and online lead generation.
President, A&E Engineering
Wright Sullivan lives the reality of building a client-centric firm while still watching the bottom line. In this session, Wright will share the practical approaches he has used for balancing client-centricity efforts and the day-to-day realities of running a business. He has found that becoming a truly client-focused firm does not mean asking your team to do “one more thing.” Instead, it requires an evolution in thinking about “how” your team does business.
Wright is President of A&E Engineering located in Greenville, South Carolina. He is also a member of the Client Experience Mastermind Group which meets quarterly to learn from each other and move the professional services industry forward on its CX initiatives.
Customer Experience Advisor - CX Pilots
Steven Keith leads two sessions this year at CXps 2018. An ardent systems thinker, Steven is passionate about helping executives and managers solve their most complex business problems in Marketing, Sales and Operations, His first session is a CX Mini Clinic designed for those new to building a CX initiative in their firms. Attendees will brainstorm on a CX pilot they would like to try in their firm, vote, and then work with Steven to create an implementation strategy. In his Advanced (or Master) Workshop, Steven will focus on how to build and execute modern client experience programs. He will provide insight into how to think about and build a CX governance model ensuring program success and methods to measure performance to keep it all on track.
Over the past 15 years, Steven has focused on advising companies in the services sector to wrap their minds around their entire value delivery ecosystems to find their best path forward in the age of digital/social/and customer experience.
Principal - Substance 151
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 create a better experience. In the past, professional services marketing was focused on achieving visibility and consistency of brand message and design. Today, the focus has shifted. Firms are seeking to find the right balance between the brand’s and the clients’ needs understanding their ability to do so will impact firm growth in the decade ahead.
Ida Cheinman uses her 20+ years of experience as a brand strategist, designer, marketer and educator to help professional services firms position their firms for success in this extremely competitive marketplace.
Professional Services Marketer - Hinge
Karl Feldman will take a deeper look into professional service firms’ research and how using research can help your firm grow, and improve relationships with your clients. Hinge’s research on professional services firms indicates that firms that conduct frequent research realize higher growth. Karl will share the critical components of client-centered research and provide attendees with the practical tools they need to conduct their own research regardless of firm size.
Karl is a Professional Services Marketer and Nerd Whisperer at Hinge. According to Karl, his Nerd-Whisperer title is earned as he enjoys translating the complex and tech-y nitty gritty into “human” speak because not everyone speaks geek!
Founding Partner, Phillips Architecture
Mike Phillips is the president and founder of Phillips Architecture PA, a 27 year-old multidisciplinary design firm in Raleigh, NC. Mike spoke to a standing-room only crowd at PSMJ Thrive in 2017. During his session at CXps 2018, Mike will tell you how to win the race for talent by creating superstars within your firm. He has used these techniques and assessments in his own firm driving unprecedented employee satisfaction and profitability. Mike is a powerful speaker who holds nothing back. You won’t want to miss this session.
Phillips Architecture has been awarded the “Leading by Example” Premier Award for Client Satisfaction, Best Architectural Workplace and Best Collaborative Firm awards and was named to the PSMJ Circle of Excellence.
Chief Value Creation Officer, Visible Value
Chandra Storrusten is recognized for propelling performance to unprecedented levels while ensuring the continued achievement of stakeholder goals. To achieve this success, she believes it is critical to understand that clients select the firm that best demonstrates an understanding of them, their needs, and their situation. In the Client Empathy Mapping workshop, Chandra gives attendees a clear framework they can duplicate in their own firms. This process enables firms to quickly recognize opportunities for differentiation with uniquely tailored service while addressing the exact concerns of their clients.
Chandra is Managing Director and Chief Value Creation Officer of Visible Value, a member of the Content Evolution global federation of companies helping clients ask better questions to pursue purposeful growth and success.