How to create an innovative service culture that clients reward

In this video, internationally recognised “CX” (client experience) expert, Chief Experience Officer with CXINLAW and CLI Distinguished Fellow, Carl White, focused on the legal industry and discussed how to build a mandate among leaders and staff for service development; the four key building blocks of driving Client Experience innovation; and how to embed the new service culture with motivated staff that consistently “wows” clients. Carl also identified, analysed and discussed world-class practises in customer service and proven techniques – specific to law – that make a clients’ experience remarkable. This practical session was informed by the work of CXINLAW and is part of the project he is undertaking as a CLI Distinguished Fellow.