Addressing The Client's Pathway & Client Experience

In May 2019, I joined Lynette Nixon Innovation Director at PwC to address the CXPS: Client Experience in Professional Services Conference in Durham, North Carolina.

Our inter-active half-day session looked at how to Build client journey maps to drive action and deliver smart revenue.

We introduced a five stage framework to understand a client’s engagement with a firm - known as the 5Es - and illustrated how, at each stage, professionals could:

  • Diagnose client needs

  • Build empathy

  • Know what types of questions to ask

  • Identify ‘listening posts’ that can help you manage the total client experience.

We encouraged everyone to apply the 5Es at their firm and to explore how client feedback can be used to make smarter client choices.

Want this session for your firm?

Contact Sue-Ella sueella@prodonovich.com

Sue-Ella Prodonovich

Sue-Ella Prodonovich

Sue-Ella is the Principal of Prodonovich Advisory, a business dedicated to helping professional services firms sharpen their business development practices, and attract and retain good clients.


Public Workshops, Business Development SkillsSue-Ella ProdonovichProdonovich AdvisoryClient Experience, CX