CX (Client Experience) in legal firms is different. If your legal firm is looking into CX, we can confidently say—congratulations, you’re already on the leading edge.
CX Pilots helps legal firms become more competitive through client-centricity. In a nutshell, we do this by zeroing in on critical moments of truth that impact the staff/lawyer/client relationship over the long term. We do this through a collaborative methodology to map discreet interactions that can adversely impact the course of a professional relationship. These methodologies help lawyers pinpoint underdeveloped service innovation opportunities and overlooked areas of service-delivery friction. These tools and methodologies help to embed deeper awareness of the tensions that exist between client expectations and client experience. This creates consistency in client experience planning and delivery, unified across the entire firm. It also leads to increased competitiveness that legal firms can use to differentiate.
The outcomes and deliverables are produced in the form of assessments, training, immersive workshops, client interaction maps (client experience journey maps) and analyses that are embedded into workflows and client facing staff processes.
At the heart of our work with legal firms is a framework that raises the firm’s collective awareness. We help firms journey map client expectations and support teams in unifying service approaches to improve relationship experience, quality, and duration.