This session will focus on creating meaningful client experiences through a combination of insight, data, technology and human connection. Including:
- Uncovering insight to understand the client journey
- Using data and feedback to refine experiences
- Balancing digital efficiency with the human touch
Speakers:
Samantha Knopp
Grant Thornton
Samantha Knopp believes that sustainable growth starts with truly understanding your clients and their business. Every client interaction is a chance to demonstrate understanding, deliver value, and shape what comes next.
With more than 15 years' experience in business development and client growth, Sam works with partners at Grant Thornton Australia to sharpen client understanding, ask better questions, and turn every interaction into an opportunity to add value.
Her expertise spans client experience, retention and growth, with a focus on equipping teams to listen deeply, uncover unspoken needs, and translate insight into value. Passionate about innovation, Sam is also exploring how AI and emerging technologies can help teams understand clients faster, personalise every interaction, and unlock smarter, more meaningful growth.
Kristie Clarke
Ashurst Perkins Coie
Kristie Clarke believes that creating better client experiences is human-centred, but that scale requires the right systems and technology.
With more than 20 years’ experience in professional services, Kristie leads the Voice of Client programme at Ashurst Perkins Coie, helping the firm to understand what matters most to clients and turning those insights into sustainable change.
Passionate about client centricity, Kristie works with colleagues across the business to build a relentless client focus, channelling curiosity through quality client conversations to ensure the voice of the client shapes strategy and service delivery. She is a strong advocate for supporting the firm to deliver differentiated value by listening, learning and continually improving the client experience.
Moderator:
Emma Hansen
PKF
Emma Hansen is Head of Marketing, Sydney and Newcastle at PKF, where she helps shape the firm’s brand, reputation and growth through strategic marketing and communications.
With more than 15 years’ experience across professional services and B2B organisations, Emma is passionate about turning complex ideas into compelling stories that connect with clients and deliver commercial impact. Her expertise spans brand strategy, thought leadership, stakeholder engagement and integrated campaigns.
Known for asking thoughtful questions and bringing people together around ideas, Emma is a skilled facilitator who enjoys creating conversations that challenge thinking and deliver practical insights.
Event Details:
Date: Wednesday 29 July
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
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