Passle CMO Series Podcast

Episode 10 - CMO Series Digital Masterclass: Gareth Osborne and John Riley on How to Build Seamless Client Experiences

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Top-tier client experience is essential for law firms to stand out in a busy market. By prioritising usability and aligning with client needs, firms can showcase expertise, simplify engagement, and build trust, driving inquiries and conversions in a digital-first landscape.

In this episode of CMO Series Digital Masterclass, Charlie Knight is joined by Gareth Osborne, Managing Director at MRM UK, and John Riley, Head of Strategy. Together, they delve into the critical role of client experience, exploring how firms can unlock value by deeply understanding their clients' needs and motivations.

Gareth, John and Charlie Cover:

  • The biggest considerations for law firms embarking on a website project, and where most go wrong 
  • Guidance on how firms can identify when client experience should be a key focus 
  • The "Discover, Define, Deliver" framework and how it helps to understand a firm’s unique challenges and opportunities to shape a website project
  • How to assess both digital and human interactions within a firm and ensure these touchpoints are integrated throughout a website overhaul
  • How to leverage digital platforms to drive sustainable growth by aligning technology decisions with long-term business goals
  • Advice for CMOs who may need to focus on client experience when starting a website project 

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