A/E/C Client Experience Summit
- CX Fundamentals + Maturity Model
Where does your firm actually stand? We introduce the CX management framework and score your organization across five dimensions of maturity - from ad hoc to enculturated. Participants leave with an honest benchmark and a clear picture of what may be holding their firm back.
- Building the Business Case for CX
Client experience doesn't get funded because it feels good. This session connects CX directly to the business challenges leasers already care about - finding work, winning work, retaining clients, and protecting margin. We explore the problem diagnostic model and the ROI conversation that helps move CX onto the leadership agenda.
- Voice of Client Essentials
Annual surveys are not a listening strategy. This chapter explores the architecture of a meaningful Voice of Client program -who asks, who's asked, when, and why - and how to turn client feedback into actionable business intelligence that drives retention, referrals, and growth.
- CX Charter + Governance
Strategy without governance is a PowerPoint. We include with a framework for building a CX Charter - the internal declaration that defines what your firm stands for, how it will behave, and how success will be measured. Participants will leave with a starter draft and practical next steps.
Following the CX Immersion Experience, 3:30-4:30PM, we will transition into a Client Panel, developed by SMPS Hawaii, providing attendees with direct insights from owners and industry clients. The day will conclude with networking 4:30-6:00PM designed to foster meaningful connections among attendees, speakers, and clients.
CPSM CEI: 1.0 Credit
* Lunch will not be provided. This program is a Lunch & Learn. Please bring your lunch to enjoy during the presentation.
**Cancellation/No-Show Policy: If you are unable to attend, you may 1) transfer your ticket to another member of your firm or 2) notify SMPS Hawaii 48 hours prior to the event so we can refund you. NO REFUNDS will be issued after the event has taken place.
Please contact [email protected] for any cancellation/transfer requests.
2026 Sponsorship Opportunities Available! Contact [email protected]
Mahalo to our sponsors:
Platinum Sponsors
Gold Sponsors
Sliver Sponsors
CONTACT
For more information, please contact [email protected]
ABOUT SMPS
Founded in 1973, SMPS represents a dynamic network of 6,000+ marketing and business development professionals from architectural, engineering, planning, interior design, construction, and specialty consulting firms located throughout the United States and Canada. The Society and its chapters benefit from the support of 3,700 design and building firms, encompassing 80% of the Engineering News-Record Top 500 Design Firms and Top 400 Contractors. SMPS' mission is to advocate for, educate, and connect leaders in the building industry. SMPS' vision is for premier professional service firms to recognize SMPS as their most trusted resource for building business and achieving success. Follow us on Instagram @SMPSHawaii and Like us on Facebook at www.facebook.com/smpshawaii.
