Ep 4 – The Truth About CX in Professional Services | Tim Asimos

The Intangible Brand

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Are you measuring client experience (CX) in a way that actually reflects reality, or just relying on outdated metrics?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, A ClearlyRated Company, explores what professional service firms get wrong about CX and how to build a client-centric culture that actually drives growth.

In this Episode

• 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

Tim Asimos leads growth and marketing at Client Savvy. Client Savvy has helped more than 700 AEC firms design, deliver, and measure exceptional client experiences. Their CX software transforms client feedback into actionable insights that elevate client experiences, and drive revenue growth, client retention, and overall firm performance.

Resources
Client Savvy, A ClearlyRated Company

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