Do we know what our clients really want from us? Is it the same as what it used to be and if not, how do we know and what’s changed? Should the client experience of our legal practices differ in the B2B or B2C market or, are there some things that every client wants? Are we providing legal services and products that best suit lawyers or those that truly cater to clients? What have we learnt from working with clients differently during COVID-19? What can we learn and emulate in the world of client experience from other industries?

In this session, Howard Wilbury, Managing Director, Dutch Uncle, facilitated a discussion with those who “walk” this “talk” every day in the legal world of client experience:

• Justine Lamond, National Marketing and Business Manager, Nexus Law Group
• Melissa Scott, Senior Legal Counsel (Global), Megaport
• Carl White, Chief Experience Officer and Director, CXINLAW

This session was part of the CLI-ALPMA Innovation and Legaltech Week 2021 Live program on 11 February 2021.

If you would prefer to listen rather than watch, the session is also available as a podcast in CLI’s The Legalpreneurs Sandbox podcast series.