Most firms talk about client experience. Fewer embed it.
That shift comes down to influence, not ownership.
Building on his work with firms globally, Strategy, Leadership and Transformation Consultant Peter Johnston will explore how practitioners can shape how people work so that client experience shows up in day-to-day actions across the firm.
This is part of ICON’s broader CX series, focused on how professional services firms are embedding client experience into the way they work. This session will cover:
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Embedding CX as a shared responsibility beyond marketing and BD
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Moving from good intentions to consistent, repeatable behaviours
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Practical ways to build CX accountability into daily practice
Speaker:
Peter Johnston
Strategy, Leadership and Transformation Consultant
Peter Johnston works with organisations to achieve cultural and behavioural shifts to become client-centred. He's run professional consulting teams across Europe, the UK, US, Australia and New Zealand, and now helps founders, owners and CEO's reinvent their organisations. After starting his career as an organisational psychologist, Peter applies behavioural science and research to help senior leaders tackle complex CX problems. Peter's day-to-day work involves collaborative co-design techniques such as client and experience journey mapping to achieve behavioural change.
Coming up in the series:
Session 2: Designing Moments That Matter (July)
Session 3: Views from the Trenches: A CX Leaders Panel (August)
If you would like to build your thinking ahead of this session, Peter’s earlier ICON webinars Client Centric Leadership: The Driving Force Behind Outstanding CX in Professional Services and 5 Surprising Truths about CX in the Professional Service Industry are available in the ICON rewatch library.
Event Details:
Date: 19 May 2026
Times:
1:00 pm - 2:00 pm: Sydney, Melbourne, Brisbane
12:30 pm - 1:30 pm: Adelaide
3:00 pm - 4:00 pm: New Zealand
11:00 am - 12:00 pm: Perth, Hong Kong, Singapore
Price:
Members: Free | Non-Members: AUD90.00.
PM Forum Members: Activate your reciprocal membership to register.