Designing for optimal Customer Experience (CX) starts with understanding how the customer perceives every interaction they have with you and the services you provide. Customers might be prospective clients, existing clients, or the lawyers themselves. Learn how firms are using personas and customer journey maps to identify opportunities to drive process improvement, retain clients, and enhance the customer experience at every touchpoint.
- Understand how the customer experience is impacted at every stage of their relationship with your firm or company.
- Hear practical examples where this has been used in the legal environment.
- Learn how to apply CX methodologies to your work.