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.

Perfect Your Client Experience

Organisations that place customers and clients at the heart of their legal business have a leading driver for success.

Putting heart into CX
Insight and Strategy

Determine how clients perceive you to develop and lead your firm's Client Experience strategy.

Putting heart into CX
Engage and Develop

Activate and engage your people in designing Client Experiences that grow your firm’s capabilities.

Putting heart into CX
Drive Performance

Embed the new CX excellence service culture in your firm to leverage its competitive advantage.

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, College of Law

Introducing CXINLAW's
Client Success Program

Everything you need to become a Client Experience Champion.


CX assessment and insights with client listening tools and exercises for ongoing use.


Develop champions and a strategic program with our expert support and consultation.


Employee engagement and service training to embed new skills and capabilities.


Brilliant service design for your firm for effortless delivery and client delight at every touch-point.


'First Impressions Convert - Increasing Profitability from the First Touch Point'

All the data is in.
What do you think we found?

Get your copy of our 2018 CX Benchmark report:

News and Events

9 in 10 law firms fail the ‘First Impression Test’ in 2018

That’s one of the many significant findings revealed in the 2018 research report by Client Experience specialists CXINLAW. ‘First Impressions Convert: Increasing Law Firm Profitability From the First Touch-point’, supported by the Australasian Legal Practice Management Association (ALPMA), found that; 88% of initial enquiry contact with law firms did not deliver a very positive result for…
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2018 Client Experience in Law Benchmark Report due for release in February

CXINLAW, in collaboration with ALPMA, will soon release our ‘First Impressions Convert – Increasing Profitability from the First Touch Point‘ – 2018 Benchmark Report. Assessing 50 Australian law firms using our 2018 Mystery Shopping benchmark, we measured how likely prospective clients would be to engage and recommend the providers they spoke with.  Our 2015 report highlighted…
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Professional Services Awards 2017 Winners Announced

The NAB and Beaton Research Professional Services Awards have announced their winners for 2017. These awards celebrate the best medium-to-small law, accounting, bookkeeping, and conveyancing firms – as judged by those who matter most – your clients. “Winners were chosen through a rigorous analysis of real clients’ opinions. A weighted average of performance ratings from both business…
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Are you ready to lead your industry?

Call us to have a confidential, obligation-free, talk with one of our Client Experience experts today.

Some of our Associates:

College of Law
Legal Practitioner' Liability Committee
Law Society of NSW