Client Experience (CX) is a hot buzzword in A/E/C today. In layman’s terms, CX is the experience a client has while working with you—looking beyond the products or services you provide.
Caring about the experience, versus just the technical work, is often a mind shift for many firms. After all, we’re hired to provide a service, whether it’s engineering, architecture, or building. CX asks, “What’s it like to work with us? What’s the client experience with the entire project, not just our service?”
When we take a step back and look at how our roles can make the experience better, we elevate our work. We move from being a commodity to a trusted partner.
I had participated in project success planning at a past firm, Lend Lease. Their program was a facilitated discussion that engaged all major stakeholders in an honest dialogue throughout the life of the project to promote engagement. Based on some of these concepts, plus information gleaned from empathy mapping, I crafted a pilot program for my current firm, which we dubbed, “The Client Experience Workshop.”
This two-part program first collects client data and feedback, then brings it to an employee workshop. Both technical and nontechnical staff look at all the data and brainstorm ways to better deliver client-focused service.
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Article, written by Janki DePalma, LEED AP, CPSM, first appeared in the June 2020 issue of Marketer.
