Did you know 9 out of 10 law firms fail the First Impression Test?

Based on research by CXINLAW in association with Australasian Legal Practice Management Association (ALPMA).
In our 2018 CX Benchmark Report, you'll find out;

How 88% of Australian law firms drive prospective clients to their competitors

The common mistakes that lead to poor service experience for 'first contact' clients

Practical steps you can take to convert more enquiries into profitable work with greater ease, speed and confidence

2018 Client Experience Benchmark
2018 Client Experience Benchmark

After you've read this report you'll know how to...


Appreciate the indicators of CX service excellence that potential clients now look for


Recognise the service 'hotspots' that influence client purchasing behaviour


Outperform your competitors and stop haemorrhaging quality legal work and referrals


Build a commercial business case for CX improvements at your firm


About the author

Carl White
Director CXINLAW

Passionate about the clients' experience of professional services, Carl White entered the legal sector with Ashurst in 2002. He is the UK founding director of CXINLAW in 2012 and Australasia in 2014.

As an influencer and champion of Client Experience in the law sector, Carl has written and presented extensively on the subject in Australia and overseas.

Currently a faculty member of the Centre for Legal Innovation, he is recognised in both Australia and the UK as the industry's Chief Experience Officer.

Carl has a clear perspective on what it takes to successfully differentiate a legal firm in today’s world.


Start your firm's Client Experience Journey