Client Experience is at the heart of everything we do in the agency world but we often silo the responsibility of just a few, specific team members. How do you make everyone in your agency a Client Experience expert? Enter: Client Experience Academy (CXA) an internal training program that goes beyond technical skills to build the professional competencies that make client relationships thrive.

This session will take you behind the scenes of creating, implementing, and iterating on a structured professional development program. You'll learn how we designed content that bridges the gap between internal team dynamics and external client success, the challenges we faced running it with both producers/project managers and engineers, and the measurable impacts on our client relationships and team culture.

Whether you're leading a small development team or managing client services at scale, you'll walk away with practical frameworks, discussion prompts, and implementation strategies you can adapt for your own organization.