Are you measuring client experience (CX) in a way that actually reflects reality, or just relying on outdated metrics?

In this episode, Tim Asimos, Head of Growth at Client Savvy, explores what professional service firms get wrong about CX and how to build a client-centric culture that actually drives growth.

From keynote insights at CXPS 2025 to new research with SMPS Foundation, Tim shares:

• How CX is gaining traction across AEC, especially through culture and leadership. (01:00)
• The difference between CX as a tactic vs. a firm-wide cultural mindset. (05:30)
• Why top-down buy-in is critical for sustainable CX success. (08:30)
• Shifting from technical delivery to differentiated client experience. (12:00)
• Creating internal alignment and empathy to improve client delivery. (16:30)
• Innovation as a leadership mindset and the barriers that hold firms back. (21:00)
• Embedding CX through dedicated roles, pilot programs, and empowered teams. (26:00)
• Connecting brand, employee experience, and client experience through culture. (30:30)
• Why journey-based client feedback outperforms single-point surveys. (35:00)
• How to get started: small steps for launching a CX practice. (40:00)
  
  

Guest Bio: Tim Asimos leads growth and marketing at Client Savvy, a consulting firm that helps organizations elevate client experience through culture, process, and feedback.

Connect with Tim

Resources Mentioned:
🔗 Client Savvy

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