PILOTING YOUR OWN CLIENT EXPERIENCE PROGRAM

Client Experience (CX) is one the latest industry buzz words.  Following the steps of top retail and service providers, CX can help you focus on your best clients, keep them happy, and get more repeat business.  If you’ve been intrigued by CX but have few resources, limited buy-in, and no clue where to start- a Pilot CX program may be right for you. 

This program will cover the basics of defining client experience, understanding why it’s one of the single most important things a firm can focus on, and help you determine how you can start including CX into your world.  AEC firms are slow to change, but together we can inch forward towards better client care and service steeped in empathy.  It’s all about progress, not perfection.  Let’s get started!

Associate, Director of Business Development | Kirksey Architecture

Janki DePalma, LEED AP, CPSM is a connector at heart.  She loves bringing people together and firmly believes that the circle can always be widened.  She’s an unrepentant nerd who loves learning and is constantly exploring new ways to do things better.  She’s a vocal proponent of thought diversity and loves to pilot new ways to improve our industry.   

As Director of Business Development at Kirksey architecture, Janki helps make connections and develop relationships that bring new work to her firm.  Janki has been in the AEC world for nearly 20 years, starting her career as many did, falling into the role of marketing coordinator.  Her career has taken many turns but always focuses on helping deepen relationships and build trust.  A few years ago, Janki was bitten by the Client Experience bug and wanted to see how to build CX into her role.  She piloted what she dubbed “The Client Experience Workshop” as a way to help build empathy and collect qualitative data from clients. 

Janki is the President- Elect of SMPS Austin. She is also an AIA Austin Board member, ACE Mentors Associate Board Member and active with many local organizations.  In between listening to podcasts and audiobooks, Janki dreams of writing a novel.  Somehow, she has managed to stay sane with two kids distance learning from home.