Why AEC Firms Keep Getting Client Experience Wrong and How to Fix It

Episode notes

Why AEC Firms Keep Getting Client Experience Wrong and How to Fix It In this episode of "Spill the Ink," Steven Gallo sits down with Jerry Gennaria, president and CEO of TOKY, a full-service branding and design consultancy, to unpack why most AEC firms treat client experience and culture as separate problems - and what that disconnect is actually costing them. They dig into how to make the business case for investing in both employee and client experience, what it looks like to start measuring something that feels intangible, and why culture will override process every single time.

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