Introducing CXINLAW


CXINLAW is a service insight and development consultancy. We assist law firms and legal providers to deliver outstanding customer and client experience that attracts and retains more business.

Following changes in the legal sector, many legal providers are looking for ways to successfully differentiate and provide their clients with real value. CXINLAW is ideally placed to help achieve this by providing client feedback, expert advice, training and development.


The ‘Customer Experience in Law’ report

In the first study of its kind, the ‘Customer Experience in Law’ report reveals how prospective clients’ front-end customer experience is a key differentiator to law firm success. We asked our secret shoppers ‘Would you engage and recommend the firms you called?’ The results are “...a real wake up call to the industry” (Prof. Stephen Mayson).

Get your copy of the Customer Experience in Law Report Here or listen to a podcast about it first

Free Multi-point Service Evaluation

Have you ever wondered what your prospective clients think of your firm when they first make contact? And how this affects their inclination to engage your services? Using CXINLAW’s market research technology we pose as a prospective client and evaluate your front-end service experience. We then meet you for an informal presentation of our findings. If you are convinced by the results, we can talk about what could be possible at your firm and how you can achieve it.

Read more/receive a free Service Evaluation

Insight and Strategy

Determine how your clients perceive you

  • Secret Shopping assessments
  • Voice of the Client programmes
  • Service benchmarking and analysis
  • Identification of service competencies
  • Define the Client Experience Vision

Lead the Client Experience Strategy

Engage and Develop

Activate your people

  • Design the Client Experience
  • Engage all roles and functions
  • Flexible service skills development
  • Identify and educate Champions
  • Client-friendly process upgrades

Improve your firm’s capabilities

Drive Performance

Embed the new service culture

  • Client Experience monitoring
  • Manage Conduct Risk
  • Service performance coaching
  • Operationalise improvement
  • Results measurement

Perfect the Client Experience

Introducing CXINLAW

Following key changes in the legal landscape many law firms are looking for new ways to successfully differentiate and deliver real client value. CXINLAW assists legal providers with perfecting the client experience offered in order to attract, retain and build client share in a new and demanding environment.

We help legal providers:

  • Understand what clients value most
  • Identify the key challenges involved in client experience development
  • Execute client-centric strategies and tools to improve
  • Deliver outstanding service performance and increase profitability

"At a time of increasing pressure and competition, the stark reality is that too many firms are in fact their own competitors. They are effectively turning work away and into the arms of others, often without realising that they are doing so. The good news is that CXINLAW show exactly what needs to be worked on."

Stephen Mayson, Professor of Strategy, Director of Legal Services Institute at The College of Law

Latest CXINLAW Report 

Previewed in September at the ALPMA Summit 2015 our new Australasian report delivers Mystery Shopping insight and positions Client Experience Excellence as the defining advantage for law firms today. Access a copy here.

CXINLAW Australia Report 2015 - click to access


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