CX
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
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 ...
Read More 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 ...
Read More 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 ...
Read More 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 ...
Read More 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 ...
Read More “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. ...
Read More 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 ...
Read More 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 ...
Read More 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 - ...
Read More 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 ...
Read More 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 ...
Read More 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 ...
Read More 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 ...
Read More 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? ...
Read More 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? ...
Read More 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 ...
Read More 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 ...
Read More 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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