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

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

What Champions Eat for Breakfast

Leading a Client Experience Excellence Programme at your Firm

Join us for a FREE webinar
on Thursday May 18, 2017
1:00 PM AEST.

CXINLAW News

Businessman giving the thumbs up

Four ways to bring your service promise to life

What is on every law firm’s website? A promise of client service excellence. Yet, does your firm have a program in place to train teams to deliver exceptional client service? After findings revealed by a joint ALPMA/CXINLAW survey, No Second Chances,…

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Mystery shopping first impressions – 5 common weaknesses

To acquire new clients in a cluttered marketplace you need to invest in both online and traditional marketing – you already know this. Yet, what happens when a prospect contacts your firm? Are your firm’s first impressions letting you down? In…

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Woman in conversation with clients

4 keys to convert more incoming enquiries

In Legal Futures’ recent survey, only three in ten people who have a legal issue seek advice. Of those, just over half go to a lawyer. The most common reason cited by 8,192 people was an assumption that legal services would…

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CXINLAW Tweets

"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

CXinLAW logo

 

 

Level 10, 555 Lonsdale St.
Melbourne, Victoria, 3000, Australia

CXINLAW is a trading style of CXE City Limited
Headquarters: Suite 17, 30-38 Dock Street, Leeds, LS10 1JF