We all know the profession is shifting faster than ever. The pace of change isn’t slowing down, the expectations aren’t easing up and the tools we’re using today barely resemble what we used five years ago.
And honestly? I love it.
Because where most people see chaos, I see opportunity. Big opportunity.
Especially around something firms talk about constantly but rarely operationalize: client experience.
On December 9, I’m teaming up with CPA.com, Jitasa and Progress ShareFile for a panel conversation about turning client experience into a real, sustainable growth strategy without losing the human touch that makes advisory work matter.
Here’s what I’ll be digging into.
CX Isn’t Email Volume or Portal Design
Client experience is not more emails, prettier portals or a longer checklist of things clients “have to” do. Client experience is connection. It’s how easy you make it for clients to work with you. It’s how supported they feel in every interaction. It’s how much certainty and clarity they walk away with.
And when you get that right, something powerful happens:
Clients stay longer
Clients buy more
Clients refer more
Not because you asked them to. Because the experience made it obvious that you’re the partner they want beside them. That is the growth strategy most firms are missing.
The Shift No One Is Talking About
Our teams are stretched. Our clients are more demanding. And technology is rewriting the rules faster than anyone can document them.
But this isn’t a threat. It’s a gift.
If you know how to design human-centered experiences that are powered — not replaced — by tech, you can scale trust, streamline delivery and create consistency without burning out your team.
FinTech can support that. But FinTech can’t replace the human connection that makes your advice valuable.
CX is where the robots end and the humans win.
Where Firms Accidentally Create Friction
It’s not that firms don’t care. Problems stem from the fact that they’ve built processes from the firm’s perspective, not the client’s.
During the panel, we’re diving into:
The micro-moments where you introduce friction without realizing it
Why “we’ve always done it this way” is the biggest CX red flag of all
How your tech stack can amplify the human experience
What clients actually expect today (hint: not what most firms think)
And we’ll talk real examples, real tactics and real talk.
If You Want a Firm Clients Love…
Show them, through your actions, that working with you is easy, clear and supportive. That’s what creates loyalty, drives advisory and builds a modern firm.
And when your team feels proud of the experience they deliver? That’s when culture clicks into place.
Join Us December 9
This conversation is going to hit the things every firm is wrestling with right now from expectations to efficiency to how the profession is evolving in real time. If you’re ready to build a firm that clients love and one your team is excited to be part of, you’re going to want to be in this discussion.
Let’s go build the future of our profession together.
Register here 👉 https://bit.ly/4oghiHp
