Mapping the client journey – taking the guesswork out of client expectations

This video was recorded as part of the Innovation in Legal Practice Summit (Aug 2019) produced by the Centre for Legal Innovation.

In this video, Carl White introduces client journey mapping, a method to help law firms gain empathy and insight to their client’s experience as they seek legal advice and navigate the firm. This helps firms develop practical and impactful business development and client service programs.

This content is reproduced in full with permission from the Centre for Legal Innovation.