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Why CX, Why Now?

In the A/E/C industry, technical expertise is expected. What differentiates firms today is Client Experience (CX).

CX is more than a buzzword — it is a proven growth strategy. Firms that intentionally design and manage the client experience build stronger relationships, increase loyalty, win repeat business, and become the partner of choice in their markets.

Many firms understand CX is important but struggle with:

• Defining what CX means in the A/E/C environment
• Measuring the impact of client experience initiatives
• Demonstrating return on investment (ROI)
• Turning client feedback into meaningful action

The SMPS CX Experience Workshop, developed in partnership with SMPS HQ and informed by SMPS Foundation research, provides practical tools to help professionals lead CX efforts within their firms.

What You’ll Gain

This one-day, hands-on program is designed for A/E/C marketers, business developers, and firm leaders ready to elevate their approach to client experience.

Participants will walk away with:

• A draft CX Charter to help align internal teams
• A Voice of Client framework to gather meaningful insights
• An ROI approach to demonstrate the value of CX initiatives
• Practical tools that can be applied immediately
• A peer network of professionals focused on improving client experience

How the Program Works

Pre-Workshop Virtual Session (90 minutes)
Participants are introduced to foundational CX concepts and help tailor focus areas for the workshop.

In-Person Workshop (6 hours)
An interactive experience combining facilitated discussion, collaboration, and real-world application. Approximately 30% of the workshop is hands-on working time.

Post-Workshop Virtual Session (90 minutes)
Participants reconnect to reinforce learning, share progress, and receive additional guidance.

The Experience

This is not a lecture-based program. The CX Experience Workshop is designed to be interactive and action-oriented.

Participants will:

• Assess their firm’s CX maturity
• Map client journeys and identify improvement opportunities
• Explore governance approaches that embed CX into firm culture
• Learn how to translate client feedback into loyalty and growth
• Gain tools to demonstrate measurable business impact

Who Should Attend

AEC marketers, business developers, project managers, and firm leaders who want to strengthen client relationships and position themselves as strategic contributors to firm growth.

Why Attend

Clients expect more than technical excellence — they expect a thoughtful, consistent experience.

After completing the CX Experience Workshop, participants will have the tools and confidence to:

✔ Lead CX conversations within their firm
✔ Demonstrate the value of experience-driven strategies
✔ Strengthen client relationships and retention
✔ Contribute to long-term firm growth

Event Pricing

Member: $75
Non-Member: $150