Most firms say they listen to clients. Few can prove it. This fireside chat brings together two leaders who can, from opposite ends of the maturity curve.

CDM Smith started building its Client Experience program in 2016. A decade later, it stands among the most mature CX programs in the AEC industry, earning back-to-back Platinum Client Experience Awards that place the firm in the top 2% nationally. Hensel Phelps launched its program in 2024 and saw the needle move within months: feedback turned into action, skeptics turned into champions, and leadership took notice.

Different starting points, but same conclusion: structured client listening changes how a firm wins, delivers, and grows.

Join moderator Ryan Suydam, Founder and CX Architect at ClearlyRated, in conversation with Graham Campbell, Chief Project Delivery Officer at CDM Smith, and Brian Skipper, Corporate Director of Project Development at Hensel Phelps. You'll hear what it takes to get a program off the ground, what it takes to sustain one for a decade, what they'd each do differently, and what you can take back to your own firm no matter where you're starting from.

This isn't theory. This is two firms, ten years apart on the journey, proving the same point.

This program is brought to you by the SMPS Colorado Education Committee by way of the SMPS Foundation and CX research partner, ClearlyRated. SMPS Colorado’s long-time support of the SMPS Foundation has fueled A/E/C research and insights to give firms a competitive edge in a challenging marketing place.

Moderator:

Ryan Suydam
Founder and CX Architect 
ClearlyRated
Ryan Suydam | LinkedIn

Ryan Suydam co-founded Client Savvy, now part of ClearlyRated, in 2004, to help firms create fierce client loyalty by designing, implementing, and measuring client experiences. He has coached over 650 organizations and over 30,000 professionals on the skills required to be “client savvy.” His clients are twice as likely to be recommended by their clients, three times as likely to realize above-average financial returns, and consistently attract and retain better employees. Ryan also founded and emcee’s the annual CX in Professional Services conference, bringing together hundreds of CX leaders across legal, accounting, AEC, and other professional services firms. Now a part of ClearlyRated, Ryan serves as CX Architect and evangelist for transforming our industry. Based outside Raleigh, NC, he welcomes your questions at [email protected].

Speakers:

Graham Campbell
Chief Project Delivery Officer 
CDM Smith
Graham Campbell | LinkedIn

Graham Campbell is the Chief Project Delivery Officer at CDM Smith, where he leads the firm's efforts to advance project delivery excellence across its global operations. In this role, he oversees initiatives focused on client experience, project performance, quality, project controls, digital innovation, governance, and continuous improvement, helping ensure consistent, high-quality outcomes for clients and communities served worldwide.

A recognized leader in project delivery, Graham is passionate about leveraging data, analytics, artificial intelligence, and modern project management practices to improve project performance and strengthen client relationships. He works closely with business and operational leaders across CDM Smith to enhance project management capabilities, drive organizational effectiveness, and support the firm's strategic growth objectives. 

Based in Denver, Colorado, Graham brings extensive experience leading enterprise-wide initiatives focused on project delivery, organizational change, and operational excellence. He is a strong advocate for combining technology, process improvement, and human-centered leadership to deliver exceptional client experiences and sustainable infrastructure outcomes.

Brian Skipper
Corporate Director of Project Development 
Hensel Phelps
Brian Skipper | LinkedIn

Brian Skipper serves as the Corporate Director of Project Development at Hensel Phelps, where he leads enterprise-wide strategies that drive growth, elevate client experience, and strengthen competitive positioning. With a focus on innovation and alignment, Brian oversees national pursuit initiatives, market intelligence, and standardized practices that empower teams to deliver exceptional results. His forward-thinking approach ensures Hensel Phelps remains at the forefront of the industry—transforming challenges into opportunities for sustained success.

Location and Lunch Sponsor:

REGISTER

Note: Only SMPS Members may register at member pricing. All ticket prices increase $20 on Sept 5.
The Colorado Believes program is rooted in our core values of learning, commitment, and community through charitable giving, membership scholarships, and industry engagement. This program is part of our efforts to diversify membership and help provide opportunities for small and diverse firms to access educational programs. Please email SMPS Colorado’s admin for scholarship and reduced pricing opportunities.
Refunds are available if submitted to the admin one week prior to the event.