Steven Keith

About Steven Keith

I lead the provocateur CX firm the professional services industry needs. I challenge how we think about client experience and growth. While others chase NPS scores and feedback forms, I drive 3.5X revenue growth through relationship science and behavioral engagement.Here\'s my controversial truth: Professional services firms are missing their biggest growth opportunity by obsessing over the wrong purpose, outcome, and metrics. The real gold isn\'t in satisfaction surveys - it\'s in the science of professional relationships and trust-building that makes the whole firm a net-retention-driving force.My approach transforms- Regrettable churn into account expansion (selling more of the firm)- Traditional CX metrics into revenue drivers- Partner and Employee engagement into client growth catalysts- High-cost acquisition into relationship-driven salesI partner with client success and growth leaders who are ready to challenge conventional wisdom and capitalize on the massive opportunity before them.The professional services landscape is changing. The winners will be those who embrace relationship science over reactive feedback loops.Want to challenge the status quo together to get more done, faster?

Experience

1. Founder, Innovator and Client Experience Transformation Advisor to Professional Services Firms

   Cx Pilots

   Mar 2016 — Present · Raleigh-Durham, NC, US

   Pioneering a relationship science approach that challenges traditional CX thinking in professional services. Transforming how firms measure and monetize client relationships.Key Results- Led 45 enterprise CX transformations- 700% avg. ROI from revolutionary CX programs- Transformed client engagement models for [# of clients] professional services firms- Developed proprietary relationship science framework that outperforms traditional NPS-based approaches

Education

• University of Iowa

  BA Literature, Science & the Arts, Multi/Interdisciplinary Studies

  1988 — 1993

• University of Chicago

  Strategic Marketing Management Certificate, Executive Management Strategy

  2015 — 2016

• Northwestern University

  Psycholinguistics

  1994 — 1995

Skills

• Crm
• Brand Development
• Marketing
• Integrated Marketing
• Customer Experience Management
• Social Media Marketing
• Digital Strategy
• Client Focus
• Online Marketing
• User Experience
• Content Strategy
• Customer Experience
• Marketing Strategy
• Management
• Interactive Marketing
• Change Management
• Marketing Communications
• Strategy
• Consulting
• Thought Leadership
• Management Consulting
• Cxo Level Engagement
• Social Media
• Business Development
• Creative Strategy
• Digital Marketing
• Leadership
• Digital Storytelling
• Strategic Communications
• Analytics
• Strategic Planning
• Customer Relationship Management (Crm)
• Executive Coaching
• Digital Transformation
• Entrepreneurship