Carl White

Carl White

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Director and Chief Experience Officer

Director and Chief Experience Officer

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.


CXINLAW is a forerunner and recognised partner in client insight, service education and development for law firms in Australasia and the UK.


Carl has a background in theatre practice, retail operations and law with expertise in customer experience management, learning and development and employee engagement. He co-authored the highly-regarded Customer Experience in Law report in 2012 endorsed by the UK College of Law. Carl also led the market-leading Australian CXINLAW research in 2015 and 2018 that examines the Client Experience Advantage for law firms, supported Australasian Legal Practice Management Association (ALPMA).


In 2018 Carl was invited to become a faculty member of the Centre for Legal Innovation at the College of Law. He has presented on Client Experience to Australia and New Zealand law societies, Law Institute of Victoria (LIV), and ALPMA. He is the former Vice President of the Continuing Legal Education Association Australasia (CLEAA) and faculty member of Queensland Law Society teaching client care and Client Experience on the Practice Management Course (PMC). Carl is acknowledged as a Client Experience champion and influencer in the legal sector.



  • Founder CXINLAW in UK and AU
  • Recognised “CX” champion and influencer within law
  • Faculty member of Centre for Legal Innovation, College of Law, Australia
  • Lead author of three Client Experience in Law market reports


  • Net Promoter System
  • Client and employee experience
  • Instructional design
  • Learning and organisational development
  • Design thinking and innovation


  • Certificate in Training Practice, Chartered Institute of Professional Development (CiPD)
  • Dip. Theatre Arts and Stagecraft, Royal Academy of Dramatic Art (RADA)
  • BA(hons) Drama and Theatre Arts, The University of Manchester