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B3. Your Buyers' Journey

Carl White
48 Minutes
Audio and Video


In this presentation we'll take a look at arguably one of the few remaining differentiators and an important commercial driver for the legal sector: the legal experience that law firms, legal providers and suppliers deliver to clients and customers. Join us to understand why a focus on Client Experience (CX) represents a defining opportunity for your legal services business and how your organisation can leverage CX from the very first impression it has with legal buyers.



Carl White's Profile

Carl White Related seminars and products


Carl White is the founder of CXINLAW, a consulting firm that helps legal providers grow with a focus on their service culture and clients’ experience. He has led a passionate team of legal people and experience makers at CXINLAW since its origins in the UK in 2011, and more recently in Australasia since 2015. Carl entered the legal profession with Ashurst (UK) in 2002 and he is currently a faculty member and Distinguished Fellow at the Centre for Legal Innovation in Australia. He has authored market-leading research that examines the Client Experience advantage for law firms, in partnership with the UK College of Law and Australian Legal Practice Management Association (ALPMA) in Australasia. Carl has expertise in L&D and employee experience, OD and service design. He studied theatre arts and practice at the Royal Academy of Dramatic Art (RADA) in London before forging a unique career path in the services sector and law. The work of CXINLAW has been recognised by the College of Law, law societies and regulatory bodies for its positive impact in the sector.

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