Client Experience Excellence

Client Experience Excellence


Client Experience Excellence

Date: 20-Mar-2018


Client Experience Excellence


Tuesday 20 March

Start Time


End Time


Event Location


Host Venue Details

Mills Oakley
Level 6, 530 Collins Street

Event Overview

This session will highlight results of the recent law firm Mystery Shopping research completed by CXINLAW in conjunction with ALPMA

Companies who want to lead know they need to understand their clients and ask the question: "how do we want our clients to feel?" These companies are more differentiated, profitable and sustainable than others. 

During the presentation, Carl will: 
• Outline dominant consumer trends impacting client expectations
• Identify key aspects of perceived service, quality and value
• Present the benefits of a client-experience strategic focus
• Show how your firm's service may currently look and feel by clients 
• Inspire you to assess your client engagement, affinity and profitability

Event Sponsors

Presented By

Carl White, Director | CXINLAW

Passionate about the impact of Client Experience Excellence in professional services, Carl White entered the legal sector with Ashurst (UK and Europe) in 2002. He co-authored the highly-regarded ‘Customer Experience in Law' report in 2012 and led the market-leading Australian research in 2015 that examines the Client Experience Advantage for law firms, in association with ALPMA. 

In 2015 Carl was invited to become a Faculty Member of the Queensland Law Society tutoring client service. He has also taught and presented at Leo Cussen Centre for Law, New South Wales Law Society, LIV, NZLS, the 2015 ALPMA Summit and regional forums in 2016.  

Carl is a former Vice President of the Continuing Legal Education Association of Australasia (CLEAA). As a founding director of CXINLAW in the UK and Australasia, Carl has a background in employee engagement, customer experience management, organisational development and training within law, and 15 years experience in retail operations.

Professional Development

Earn 1 CPD Unit/1 NZ Hour, Practice Management and Business Skills

Event Costs

ALPMA Members: FREE - login to register

ALPMA Associates: $49.50

Non Members*: $99.00 - *Non Members must be eligible to join ALPMA

Bookings for this event have closed.