AAM MINUTE
August 2026: Client Experience (CX)
Seasoned Marketer: Client experience (CX) is easiest to manage when nothing is changing. That, of course, is not the reality at most accounting firms. In this month’s Seasoned Marketer article, learn how marketing and BD professionals can help their firms navigate CX during some of the most common times of change: M&A, partner transitions, staff turnover, new technology and fee increases.
Beginner’s Guide: If you’ve ever been told, “We need to focus on client experience,” and wondered where to begin, you’re not alone. The good news is that a few intentional changes can go a long way toward creating a better experience for your clients. These five quick wins will help you take meaningful steps without waiting for a formal program or additional resources.
Business Development: Many accounting firms focus on delivering a great client experience. But are they delivering the experience clients expect? This article explores how the gap between client expectations and client experience can quietly weaken relationships, and how client feedback can become one of your firm’s most valuable business development assets.
Resources of Interest: This month, we’re spotlighting Books of Interest over articles! Grab our recommended reads for elevating your Client Experience as you head into end-of-year planning and 2027 budgeting season. Strike those big ideas and begin road mapping your CX plan with these must-reads!
Meet a Member: For Ryen Salo, Client Experience Manager at Cherry Bekaert, exceptional client experience starts with kindness, empathy, respect and listening. In this article, she shares how a purposeful client experience strategy helps firms attract and retain clients and discusses an innovative client health dashboard designed to leverage data and enhance every stage of the client journey.
July New Members
Ally Cattoni, Mauldin & Jenkins, LLC
Cameron Dodd, Resound Creative
Doug Hidalgo, Mauldin & Jenkins
Jack Tompkins, Pineapple Consulting Firm
Richard Francis, Coldlytics
Tony King, Mole Street
