Client Experience
01 January 2021

Client Experience Series

Published on 01 January 2021

The legal ecosystem has taken concepts from design thinking and created a legal subset that has encouraged us to design legal services and products with the client in the forefront of our minds.

Client experience takes that a step further. It’s more than just asking a client, typically at the end of their journey, if they were satisfied. It’s about understanding from the client perspective and building a multi-faceted, user-friendly path from first contact to last (and hopefully back again, many times) where every human contact, every digital asset, process and system, exceeds the client’s expectations. It also means being focussed on feedback – human and data – analysing it and making mid-course corrections that not only realise a high level of adaptability and flexibility, but also support the customisation of the client journey along the way.

As client expectations evolve and legal services and products do too, it’s also about continuous improvement, change and innovation in the design of a legal business. And, with that comes the deployment of new and different skills sets too. In part, client experience means reacting to demand but, to be able to differentiate in an increasingly competitive market, it’s even more about working collaboratively with clients to proactively anticipate and deliver when it is still a “nice to have” and not a necessity.

CLI recognised the importance of this topic a while back and appointed Carl White, Director and Chief Experience Officer, CXINLAW as a Distinguished Fellow. Carl’s work has focussed on creating practical resources for legal practitioners. You’ll find those here together with a bunch of others too.

This series will continue to evolve and, we welcome your thoughts and suggestions on topics you would find helpful - please contact us at

Date Topic Presenter
11 February 2021  The Dos and Don’ts of social media marketing
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Kaitlyn Gillies and Hayley Peters, Co-Founders, Oh My Digital Agency;
Adriana Giometti, Chief Marketing & Client Relations Officer, Holman Webb Lawyers and Rizwana McDonald, Founder and Director, Foundd Legal
11 February 2021  What do clients really want (B2B and B2C)?
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Howard Wilbury, Managing Director, Dutch Uncle
Justine Lamond, National Marketing and Business Manager, Nexus Law Group
Melissa Scott, Senior Legal Counsel (Global), Megaport
Carl White, Chief Experience Officer and Director, CXINLAW
11 February 2021 Roundtable discussion: The Next legal services/products client is…?
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Melissa Lyon, Executive Director and Experience Designer, Hive Legal
Debra Filippin, Head of Business Development Asia Pacific, Pinsent Masons
Michael Morrissey, Managing Director, Founder, Principal, Morrissey Law + Advisory
Marlo Osborne-Smith, Director, NewLaw, PwC
Carolyn Reynolds, General Counsel, Vicinity Centres
1 February 2021  Client driven-evaluation platforms and tech tools – Stuff you need to know…now!
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If you would like to see a demo of the FirmChecker platform, please click here 
Kim Wiegand, Founder, Julip Advisory and Ben Farrow, CEO & Co- Founder, FirmChecker
1 February 2021 Business Development for law firms in the next decade
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Silvia Coulter, Principal, and Mark Medice, Principal, LawVision Group LLC
16 November 2020
Client Experience Success - A New Toolkit for Legal Transformation
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Carl White, Director and Chief Experience Officer, CXINLAW
30 September 2020
Client Experience – what “CX” is, why it matters and how to get started
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Carl White, Director and Chief Experience Officer, CXINLAW
27 August 2020 What do law firm clients REALLY need (and want)?
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Facilitated by Terri Mottershead, Executive Director, Centre for Legal Innovation (Australia, New Zealand and Asia-Pacific) 


* Marcie Borgal Shunk, President and Founder, The Tilt Institute, Inc. (USA)

* Silvia Coulter, Principal, Client Development and Growth Practice, LawVision Group LLC (USA)

* Ben Farrow, Managing Director, FirmChecker (Australia)

* Carl White, Chief Experience Officer and Director, CXINLAW (Australia)

9 August 2020 Mapping the Client Journey – Taking the guess work out of client expectations!
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Carl White, Director and Chief Experience Officer, CXINLAW
2 August 2020  How to Create an Innovative Service Culture that Clients Reward
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Carl White, Director and Chief Experience Officer, CXINLAW