Much like space exploration, client experience can be daunting and overwhelming. CX is hard to define and wildly complex, with implications on talent, business development, M&A, billing and fee care, and more. So, how to get started?

In this fun and fast-paced session, learn how Marcum LLP designed its CX strategy and launched its CX program. You’ll hear how they created a business case, built a team, set realistic goals and priorities for the program including a 2-year roadmap, and launched the program. Discover the firm’s initial outcomes and see how the firm continues to invest in longer-term client-centric initiatives.

Speaker:

Alyson Fieldman
Chief Marketing Officer
Marcum LLP