In this space you will find a range of resources and articles to help you build on your firm's culture of Client Experience Excellence.

CX Reports

No Second Chance
2015 Report
Customer Experience in Law
2011 Report (Abridged)
CX IN LAW - What do clients really want B2B and B2C

What do clients really want? Centre for Legal Innovation webinar

CXINLAW Director, Carl White, joined a panel discussion hosted by the Centre for Legal Innovation on what clients really want. The session covered: How the client experience is different in ...
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How to Create an Innovative Service Culture that Clients Value

In this video, Carl White explains why it's important for law firms to create a culture of excellence around the client experience by engaging the whole firm to consistently exceed ...
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Why client experience is the big differentiator for law firms

This article first appeared in full on the Legal Innovation & Tech Fest website. Here is a summary of the key takeaways. CX is good for business We know from ...
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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 ...
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Legal Innovation & the Client Experience podcast

CXINLAW Director, Carl White, was a guest on the Future of Law podcast. It was a great discussion about how the client experience must be at the centre of legal ...
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CXINLAW - What do law firm clients really need and want webinar

“What do law firm clients REALLY need (and want)?” – Centre for Legal Innovation webinar

CXINLAW Director, Carl White, took part in an international panel discussion hosted by the Centre for Legal Innovation on the importance of customer experience brought to light through data-led insights. ...
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CXINLAW-Why delivering exceptional CX is the future for law 2

Why delivering exceptional CX is the only future for law

In a recent Forbes article, What Recent Axiom, Deloitte, And UnitedLex Announcements Reveal About Law’s Future, Axiom’s new CEO, David McVeigh, says he intends to focus on Axiom’s clients in a ...
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The Laws of Conversation

At CXINLAW, we look beyond providing CX consulting services to law firms and aim to play an active role in the legal sector, advocating for client-centricity, service quality, access to ...
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Engage your team to create a remarkable client experience

Is your aim to bring care beyond legal advice and have your clients rave about every member of your team? Law firms invariably answer ‘yes’, but must do more - ...
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5 ways to improve your firm’s client experience in 5 minutes

Looking for inspiration for improve your client experience? Watch this 5 minute video to learn 5 ways to improve your firm's client experience. This content is published with permission of ...
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5 ways to use data-led insights to make a client-centric plan for FY21

Is your firm making client plans for FY21? It’s shaping up to be a year like no other. At this time, it’s very hard to predict how this global pandemic ...
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3 steps to Building Client and Team Loyalty in a Crisis

Years ago, a friend engaged lawyers to assist him during a personal and business crisis. At the time he was stressed, exhausted, confused and upset. Throughout his ordeal, his lawyers ...
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The Butterfly Effect with CX

The Butterfly Effect with CX

After working in client experience for decades now, the CXINLAW team has seen first-hand how small changes and improvements in the first touch-point have seen big improvements across a firm ...
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How to turn satisfied clients into evangelists for your firm

Most firms aim to achieve client ‘satisfaction’. Yet in a world where the bar of client experience is being rapidly raised, firms should be aiming for client service excellence. Why? ...
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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? ...
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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 ...
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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 ...
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Why Partners Should Share Client Relationships

Why partners should share client relationships

A key finding of PWC’s 2017 CEO survey was that 79% of CEO’s are concerned about evolving customer behaviours and went on to highlight that ‘customers want an experience where empathy ...
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