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CX Experience

Thursday, May 6th, 2021

CX: The Next Frontier in AEC Marketing

Zoom meeting. Link to be sent prior to event.


9:00 am - 10:00 am

Signature Series

Domain 1: Marketing Research

Domain 2: Marketing Planning


Principals Round Table

You’re likely noticing that new competition is entering your geographic and market sectors every day. So how can you position your firm to stand the test of time and hold strong to your market share? AEC firms are increasingly investing in powerful client experience-led methods (CX). Senior marketers and firm principals are invited to join a conversation about the case for differentiating through experience management.

What You'll Learn

With increasing options, buyers are shifting towards parity (in price, methods, reputation, talent, etc.). Savvy firms see that differentiation is the key and differentiating based on the experiences they offer is quickly becoming the next big trend. These firms realize the next long string of battles for work, talent, and market share will be done on in what economists are now calling the “Experience Economy.”

Steven Keith, the founder of CX Pilots, is an expert in customer experience transformations. He’ll provide an overview on the case for experience management and lead a conversation with two of his recent clients: Ashley Campbell, Senior Vice President at HITT, and Tim Schroeder, President of Neumann Monson Architects.

What It Costs
  • Member: $15
  • Board Member: $10
  • CPSM: $10
  • Student: $10
  • Non-Member: $25
Additional Details
  • Agenda/timeframe: 15-minute presentation by Steven Keith, 30 minute discussion amongst panelists, 15 minutes of Q+A
  • AIA credits: Yes
  • CEU credits: 1
  • Questions? Contact Ashley Campbell,

Event Speakers

Steven Keith, CX Pilots

Founder / Advisor


Steven Keith is the founder of CX Pilots, an experience management consulting firm that specializes in client experience consulting, employee engagement, and leadership development programs for AEC firms. Steven is a veteran CX advisor in the AEC space and has worked successfully as a CX futurist, innovator, and advisor to dozens of recognizable brands over the past two decades. He understands the internal and external axis shifts organizations need to make to differentiate and succeed, and the role change management and content operations play in mastering CX.

Ashley Campbell

Senior Vice President


Ashley Campbell leads the strategic vision for the brand experience at HITT. Her role includes oversight of the marketing, communications, creative, corporate business development, and human resources teams. She believes there is a powerful connection between the client and employee experience that defines the brand and company culture. A member of the firm’s Enterprise Governance Committee, she often leads corporate task forces to deliver company-wide initiatives. Known for her vision, creativity, and ability to inspire, Ashley has helped elevate the HITT brand since joining the firm in 2014. She has more than 16 years of construction marketing experience and is a member of the board of directors for SMPS Washington, DC.

Tim Schroeder, AIA, CDT, LEED AP, Neumann Monson Architects



Tim Schroeder has led the transformation of Neumann Monson Architects into a state and regional design leader while nurturing a progressive, purposeful, and human-centered practice that is advancing design, community impact, and stewardship of both employees and clients. He joined the firm in 1994, became a principal and studio leader in 2000, and president in 2018. Under Tim’s leadership, NM has distinguished itself for the quality of its design work, raising expectations, and attracting talent. His balance of compassion and drive toward excellence has been echoed in his policies and practices designed to build empathy and align the firm around purposeful goals. He is a recipient of the AIA National Young Architect Award (2008) and the AIA Iowa Medal of Honor (2020).