The CX Catalyst

Stephen Banbury

The CX Catalyst is a leadership podcast hosted by Stephen Banbury that explores how professional services firms turn client experience into measurable growth. Each episode features candid conversations with executives across Staffing, Accounting, and AEC who are operationalizing CX, elevating service delivery, and driving retention and revenue. Focused on practical insight over theory, the show highlights real strategies, real metrics, and real business impact.

Episodes

  1. How One Conversation Turned a Client Relationship From a 6 to a 10 | Stacie DeJesus from RKL LLP

    May 26

    How One Conversation Turned a Client Relationship From a 6 to a 10 | Stacie DeJesus from RKL LLP

    Ever wondered how one conversation can turn a client relationship from a 6 to a 10? Here’s the real story behind that transformation. In this episode of The CX Catalyst, Stephen Banbury sits down with Stacie DeJesus from RKL LLP to break down how one client conversation completely changed a relationship and what it reveals about client experience, client feedback, and client retention in professional services. Four years ago, Stacie’s role didn’t even exist. As RKL grew through expansion and acquisitions, it became clear that informal check-ins and partner-level feedback weren’t enough. Clients were leaving quietly, and the firm didn’t always know why. Everything shifted when RKL moved from individual feedback to a firm-wide client experience strategy. That’s when the team started uncovering the insights that actually mattered. But the real impact came from what they did next. Instead of ignoring negative feedback, they leaned into it. They reached out, listened closely, and made meaningful changes. One client relationship went from a score of 6 to a 10 through intentional follow-up, accountability, and a more structured approach to customer experience. This episode explores how turning client feedback into action can strengthen client relationships, improve retention, and drive measurable business growth. Podcast Production Sheet Podcast Production Sheet 100% 10 H2 #CXCatalyst #ClientExperience #CX #CustomerExperience #BusinessGrowth #CXCatalyst #ClientExperience #CX #CustomerExperience #BusinessGrowth Turn on screen reader support To enable screen reader support, press ⌘+Option+Z To learn about keyboard shortcuts, press ⌘slash

    39 min
  2. Intro

    May 18

    Intro

    The CX Catalyst is a leadership podcast hosted by Stephen Banbury that explores how professional services firms turn client experience into measurable growth. Each episode features candid conversations with executives across Staffing, Accounting, and AEC who are operationalizing CX, elevating service delivery, and driving retention and revenue. Focused on practical insight over theory, the show highlights real strategies, real metrics, and real business impact.

    1 min
  • 2 Episodes

About

The CX Catalyst is a leadership podcast hosted by Stephen Banbury that explores how professional services firms turn client experience into measurable growth. Each episode features candid conversations with executives across Staffing, Accounting, and AEC who are operationalizing CX, elevating service delivery, and driving retention and revenue. Focused on practical insight over theory, the show highlights real strategies, real metrics, and real business impact.

Information

  • Creator
    Stephen Banbury
  • Years Active
    2K
  • Episodes
    2
  • Rating
    Clean
  • Copyright
    © 2026 ClearlyRated
  • Show Website
    The CX Catalyst