Understanding Your Customers' Experience

Understanding Your Customers' Experience - QLD

Differentiating your firm through a better understanding of your clients' experience

  Free Seminar

Recording Date: 21-Feb-2018

Recording Type: Live Streamed Event

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.


Organisations that seek to lead today recognise the need to understand clients deeply and break the mould by answering: "how do we want our clients too feel?" In doing so, they are more differentiated, profitable and sustainable than others. 

In this engaging session, Carl will: 

  • Review the dominant consumer trends impacting client expectations and instructions
  • Identify key aspects of service quality and value as perceived by today's clients
  • Present the benefits of a strategic focus on client experience excellence
  • Investigate how your firm's service may currently look and feel if assessed by clients and; 
  • Consider your approach to improving client engagement, affinity and profitability. 
This session will be informed by CXINLAW Mystery Shopping research conducted with the support of ALPMA in 2017/18.   The session was recorded in QLD.

CPD: Practice Management CPD 1 unit/NZ 1 hour

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