We spoke with Carl White about how BD and marketing teams can help transform their firm’s client experience. In this session, we identified some proven tips and tools that keep clients happy and improve referrals.

Carl is the founder of CXINLAW, a consultancy that specializes in client and customer experience development within the legal sector. He is also a Director at PWC Newlaw and Distinguished Fellow at the Centre for Legal Innovation, College of Law (Australia).

Download the CXINLAW report: First Impressions Convert: Increasing Profitability from the First Touchpoint

Interview Covers

What is client experience?When do firms ask for help?BD Teams getting startedMapping the client's journeyCommon issues at first contactHow to make changes stick

Roundtable Session Covers

Dealing with sensitivitiesWhat the mystery shopping process looks likeCommon ways firms drop the ballWays lawyers can improve the first interactionWhy BD teams should be in client intro meetingsClient experience after you've billedMotivating lawyers to focus on client experienceMapping the client journeyTips for improving the billing processNo 1 thing firms are doing wrong