The CX Catalyst

Stephen Banbury
  • 5.0(2개의 평가)
  • 비즈니스

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.

에피소드

  1. How This CPA Firm Built Client Experience From Scratch | Betsy Robb from BMF

    6월 23일

    How This CPA Firm Built Client Experience From Scratch | Betsy Robb from BMF

    What does it actually take to build client experience inside a CPA firm from the ground up? In this episode of The CX Catalyst, Stephen Banbury sits down with Betsy Robb, who leads client experience at BMF, to break down how client experience evolved from a new idea into a core part of the firm’s strategy. Betsy shares how her role didn’t exist at first, how client experience became its own function alongside marketing and business development, and why leadership buy-in is critical to making CX work inside professional services firms. They also explore what it’s like building client experience in the accounting industry, where benchmarks are limited, why starting with client feedback is essential, and how even small improvements can create meaningful impact across the business. You’ll also hear how client experience shows up beyond one department, from onboarding and client communication to internal alignment and firm-wide processes, and why CX requires change across the entire organization, not just one team. This episode shows how building client experience from the ground up can transform how a firm operates, aligns internally, and grows over time. #ClientExperience #CX #Accounting #ProfessionalServices #BusinessGrowth

    27분
  2. How One Conversation Turned a Client Relationship From a 6 to a 10 | Stacie DeJesus from RKL LLP

    5월 26일

    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

    39분
  3. Intro

    5월 18일

    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.

    1분
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소개

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.

정보

  • 제작진
    Stephen Banbury
  • 방송 연도
    2026년
  • 에피소드
    3
  • 등급
    전체 연령 사용가
  • 저작권
    © 2026 ClearlyRated
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    The CX Catalyst