What CX Champions Eat for Breakfast - Leading a Client Experience Excellence Programme at your Firm

What CX Champions Eat for Breakfast - Leading a Client Experience Excellence Programme at your Firm

  Free Seminar

Recording Date: 20-Jul-2017

Recording Type: Live Streamed Event

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.


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:

  • You think your clients are satisfied but you’re not certain if that’s enough
  • You want to gain a commercial advantage with a strong service culture, a.k.a convert more incoming new enquiries.
  • You would like to build capabilities of staff but you’re not sure how to empower, give ownership and create accountability.
  • You want CX internal leaders to enable staff and team members to champion service
  • You’re looking for strategies to embed and continually improve Client Excellence

CPD: Practice Management and Business Skills - claim 1 CPD unit/ 1 NZ hour

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