Recording Date: 20-Jul-2017
Recording Type: Live Streamed Event
Carl White, Director, CXINLAW
Carl White, Director, CXINLAW
Passionate about the impact of Client Experience Excellence in professional services, Carl White co-authored the highly-regarded ‘Customer Experience in Law’ report in 2012 and led the market-leading Australian research in 2015 that examines the Client Experience Advantage for law firms, in association with ALPMA. As a founding director of CXINLAW (Australasia) Carl has a background in employee engagement, customer experience and organisational design. In 2015 Carl was invited to become a Faculty Member of the Queensland Law Society tutoring client service and in 2017 he was elected as Vice President of the Continuing Legal Education Association of Australasia (CLEAA). CXINLAW helps professional service providers with client insight and the development of Client Experience Excellence for market advantage.
Overview: This session focuses on how to bring your firm’s service aspiration to life at every touchpoint with clients and prospective clients. Gain insights into a change program that is driven by Client Experience (CX) Champions within your firm, not by the partners. Learn how to develop CX champions to grow your firm and create an empowered, engaged culture which will foster future leaders and build happier more loyal clients (in an increasingly commoditised, price driven legal marketplace).
Watch this seminar if:
This session focuses on how to bring your firm’s service aspiration to life at every touchpoint with clients and prospective clients. Gain insights into a change program that is driven by Client Experience (CX) Champions within your firm, not by the partners. Learn how to develop CX champions to grow your firm and create an empowered, engaged culture which will foster future leaders and build happier more loyal clients (in an increasingly commoditised, price driven legal marketplace).
Watch this seminar if:
CPD: Practice Management and Business Skills - claim 1 CPD unit/ 1 NZ hour
1. ABOUT THESE TERMS
1.1 These terms govern your access to recordings of presentations, seminars and programs (Recordings) made available online by the Australasian Legal Practice Management Association (ALPMA).
1.2 By accessing any Recordings, you are taken to agree to these terms and a binding agreement is formed between ALPMA and you incorporating these terms. You may also agree to these terms by indicating your agreement when asking ALPMA for access to Recordings.
2. ACCESSING RECORDINGS
2.1 You may only access Recordings for your own personal use.
2.2 ALPMA’s provides access to Recordings as an online service. You may only access Recordings using ALPMA’s nominated online access facilities.
2.3 You must keep secret and secure any unique links (including URLs) that ALPMA provides you for accessing Recordings. You must notify ALPMA immediately if you become aware of any breach of security in relation to the unique links ALPMA provides you.
2.4 You acknowledge that ALPMA and its licensors retain ownership of all intellectual property rights (including copyright) in all Recordings at all times.
2.5 ALPMA reserves the right at any time to delete and/or disable access to any Recordings without notice.
3.1 You agree to pay any applicable fees for accessing Recordings.
3.2 The fees for accessing Recordings shall be displayed on the ALPMA website from time to time, and are subject to change. Fees are displayed in Australian dollars and include GST.
3.3 Fees are payable on a “pay per view” basis, or as otherwise specified by ALPMA from time to time. You must pay all fees to ALPMA at the time specified by ALPMA and by ALPMA’s nominated payment method.
4. GENERAL RESTRICTIONS
4.1 You must not do or attempt any of the following:
(a) allow other persons to access or view
Recordings, unless they are authorised
under these terms to do so;
(b) rent, lease, lend, sell, redistribute, sublicense or on-supply any Recordings;
(c) copy, download or otherwise store or record the whole or part of any Recordings;
(d) circumvent any technical measures put in place by ALPMA designed to prevent improper or unlawful access to Recordings;
(e) remove, obscure or alter any trade marks or legal notices displayed in or on Recordings;
(f) damage, disable, overburden or impair ALPMA’s website or any networks connected to it;
(g) access Recordings using any automated process or service (such as a bot or spider).
5. DISCLAIMER AND LIABILITY
5.1 You acknowledge that, to the extent permitted by applicable law, access to Recordings is provided by ALPMA on an "as is" and "as available" basis and that information in Recordings does not constitute, and is not intended by ALPMA to be, advice to you. ALPMA does not guarantee or warrant the accuracy, currency or completeness of any information contained in Recordings.
5.2 To the extent permitted by applicable law, ALPMA excludes all liability to you under these terms, including for incidental, special, indirect or consequential losses, arising out of or related to your access or inability to access Recordings however caused, regardless of the basis of liability (contract, tort or otherwise) and even if ALPMA has been advised of the possibility of such losses.. To the extent that ALPMA cannot lawfully exclude its liability to you, ALPMA’s total liability to you shall be capped to the total amount of any fees paid by you to ALPMA.
7. GENERAL LEGAL TERMS
7.1 ALPMA may vary these terms at any time without notice. Invalidity of any provisions in these terms does not affect any other provisions.
7.2 These terms are governed by the laws in force in Victoria, Australia and the parties submit to the non-exclusive jurisdiction of the courts in Victoria, Australia.