Seeing 2020: Setting your Sights on Extraordinary Client Experience

Domain: Client Services

According to Walker, a customer experience consulting firm, “by the year 2020 [client] experience will overtake price and product as the key brand differentiator.”

In this session, you will look at the differences between client service/feedback and client experience. Plus, you will see how other organizations are building their building their customer experience (CX) programs and creating initiatives that you can readily implement within your own firm. Get ready to envision a future of extraordinary CX.

Topics include:

  • What CX is and who in your firm should be involved
  • What other organizations are doing to promote and execute CX programs
  • Ideas for creating and/or implementing CX programs within your firm
  • Outcomes from successful CX initiatives

Heather McCullough, Partner, Society 54
Richard Bracken, Director of Coaching, Society 54 


Member Price: $59
Prospective Member Price: $79

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Video-Recorded Session

This session includes video, audio and synced presentations for an enhanced virtual learning experience.