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.
