ICON WA: CRM & AI – Enhancing Client Experience & Business Development

CRM & AI – Enhancing Client Experience & Business Development

Are you confident in your client experience (CX) strategy?

Client experience is more than a buzzword – it can be a true differentiator in a competitive market.  However, delivering a standout CX is not just about technology; it requires a cultural internal shift, deep client listening, and alignment with firm values and employee experience.

Firms that get CX right see tangible benefits:

• Higher client retention and long-term relationships
• Increased referrals and word-of-mouth growth
• Greater opportunities for cross-selling and repeat work
• Stronger pricing power – clients will pay for a great service
• More efficient operations that improve profitability

As a BD and marketing professional, you are in a unique position to lead this change—driving firm-wide buy-in, leveraging the right tools, and helping create a seamless client journey that delivers commercial results.

Join us for an engaging discussion on CX that drives revenue.

Our panel features experienced Client Managers, an CRM software Account Director and an expert CRM Advisor.  Together they will be unpacking the good, the bad, and the untapped potential of CRM and Tools in enhancing client relationships.

However, technology alone will not drive change.  A firm’s ability to harness data and insights hinges on creating a culture of consistent, high-quality data collection – one where both fee earners and business services see the value in smarter commercial decision-making.

What you will gain:

• Insights on how firms are using CRM and AI to elevate the client experience
• Practical ways to overcome internal CRM challenges and resistance
• Tactics to engage stakeholders and secure buy-in across the firm
• Commercial decision-making ideas to add value for existing clients – and attract new ones.

Book your ticket now to see how you can refine your approach to CX and gain actionable takeaways for 2025.

Speakers:

	Melanie Pitulej  Client and Markets Business Partner, GHD
	Amy Green  Strategic Account Director,  Digital Transformation, Salesforce
	Jody Williams  CRM Adviser, RSM
	Zoe de Reus (moderator)  Marketing & Business Development Advisor,  Corporate   Services, RSM

Event Details:

Date:	8 May 2025
Times:	12 pm - 1.30 pm AWST
Location:	RSM Australia, Level 32 Exchange Tower, 2 The Esplanade Perth
Price:	Members:  $30.00 and their guests Non-Members: $60.00

Proudly sponsored by RSM – Assurance, Tax and full-service Consultancy firm.  

We’re looking forward to seeing you!

Please feel free to send this invitation on to any colleagues who are keen to join.