Most firms say they listen to clients. Few can prove it. This fireside chat brings together two leaders who can, from opposite ends of the maturity curve.

CDM Smith started building its Client Experience program in 2016. A decade later, it stands among the most mature CX programs in the AEC industry, earning back-to-back Platinum Client Experience Awards that place the firm in the top 2% nationally. Hensel Phelps launched its program in 2024 and saw the needle move within months: feedback turned into action, skeptics turned into champions, and leadership took notice.

Different starting points, but same conclusion: structured client listening changes how a firm wins, delivers, and grows.

Join moderator Ryan Suydam, Founder and CX Architect at ClearlyRated, in conversation with Graham Campbell, Chief Project Delivery Officer at CDM Smith, and Brian Skipper, Corporate Director of Project Development at Hensel Phelps. You'll hear what it takes to get a program off the ground, what it takes to sustain one for a decade, what they'd each do differently, and what you can take back to your own firm no matter where you're starting from.

This isn't theory. This is two firms, ten years apart on the journey, proving the same point.

This program is brought to you by the SMPS Colorado Education Committee by way of the SMPS Foundation and CX research partner, ClearlyRated. SMPS Colorado’s long-time support of the SMPS Foundation has fueled A/E/C research and insights to give firms a competitive edge in a challenging marketing place.

Moderator:

Ryan Suydam
Founder and CX Architect 
ClearlyRated
Ryan Suydam | LinkedIn

Speakers:

Graham Campbell
Chief Project Delivery Officer 
CDM Smith
Graham Campbell | LinkedIn

Brian Skipper
Corporate Director of Project Development 
Hensel Phelps
Brian Skipper | LinkedIn

Location and Lunch Sponsor:

REGISTER

Note: Only SMPS Members may register at member pricing. All ticket prices increase $20 on Sept 5.
The Colorado Believes program is rooted in our core values of learning, commitment, and community through charitable giving, membership scholarships, and industry engagement. This program is part of our efforts to diversify membership and help provide opportunities for small and diverse firms to access educational programs. Please email SMPS Colorado’s admin for scholarship and reduced pricing opportunities.
Refunds are available if submitted to the admin one week prior to the event.