Addressing the 5Es at CXPS

In May, I joined Lynette Nixon Innovation Director at PWC to address the CXPS: Client Experience in Professional Services Conference in Durham, North Carolina. Together, we spoke on ‘Building client journey maps to drive action and deliver smart revenue’.  

This interactive session introduced the 5 stages of a client journey - known as the 5Es - and illustrated how, at each stage, to:

  • Diagnose client needs

  • Build empathy

  • Know what type of questions to ask

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

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