LeChase Client Experience Manager Jennifer Bills-Standard recently took part in a panel discussion focused on customer experience (CX) programs. Panelists represented firms in the architecture, engineering and construction (AEC) industry.
Firms employ CX programs – like the Customer Care program Bills-Standard manages for LeChase – to better understand how clients view the company’s services and teams. Panelists discussed why CX is valuable and shared their experiences on starting a CX program. They also discussed the types of client feedback and how it’s used to strengthen their firms’ offerings.
In addition to Bills-Standard the panel included Anjali MacDonald, client strategy director and principal consultant at TRC Companies, and Kathy Nanowski, vice president and director of marketing and business development at Fuss & O’Neill. Ryan Suydam, chief experience officer of Client Savvy, moderated the event.
The Society for Marketing Professional Services (SMPS) held the panel as part of its Northeast Regional Conference.
