Client Experience Monthly

Recession Proofing Your Business with CX

This thought leadership from CX Pilots explores how client experience (CX) can help businesses navigate economic downturns. It emphasizes that focusing on CX is more effective than cost-cutting alone, as CX leaders outperform laggards during recessions. The document outlines ten principles for building a best-practice CX program, emphasizing the importance of understanding customer needs, optimizing services, and engaging employees in creating a positive customer experience. By implementing these principles, businesses can increase resilience, maintain revenue, and position themselves for growth even in challenging economic times. Download the white paper here.
 

Organizing and Leading Your Firm's CX Governance

The guide provides a comprehensive explanation of how to create and lead a customer experience (CX) governance program within professional services firms. It outlines a step-by-step process for building a CX Governance cohort, defining goals, establishing key roles and responsibilities, and implementing a robust framework for measuring and managing the client experience. The source emphasizes the importance of a holistic approach to CX that integrates feedback from various stakeholders, prioritizes client journeys, and drives innovation across the organization. Ultimately, the text aims to equip firms with the knowledge and tools necessary to achieve sustained success in delivering exceptional client experiences.

How Client Experience Can Differentiate Your Legal Practice

This white paper argues that client experience (CX) is the new competitive battlefield for law firms and that firms need to shift from a client-service-centric approach to a client-experience-centric approach. The paper explores the reasons for this shift, including the rise of new technologies, the changing expectations of clients, and the increasing competition from alternative legal service providers (ALSPs). The authors provide seven recommendations for law firms to improve their client experience, including mapping client experiences, investing in analytics to understand clients, prioritizing the employee experience (EX), adopting a strategic approach to CX transformation, building closer client relationships through co-created services, ensuring that legal processes are fit for purpose, and engaging in flexible pricing. The paper concludes by emphasizing the importance of embracing CX as a means for differentiating oneself in the legal market. 

The Chief Customer Officer CXO Handbook

We asked Chief Customer Executives and CX leaders about their greatest challenges in establishing or optimizing their companies’ Customer Experience (CX) programs. Our research uncovered the core elements of stress, friction, and success in setting up, managing, and optimizing CX management programs. We discovered three surprising patterns that distinguish outperforming from under-performing enterprises. CX Reset challenges — One of the biggest execution challenges is for coalitions to decide what infrastructure is necessary to move the firm from stagnant to stellar. This handbook shows how.

What is a CX Solution - Demystifying What CX Really Is

CX Pilots discusses the importance of customer experience (CX) in today's business environment. It defines CX as a customer's overall perception of their interactions with a company, encompassing both emotional and logical aspects. CX Pilots highlights the need for companies to understand their customers' needs and expectations to improve their CX and outlines various CX solutions that can be implemented to achieve this. These solutions include CX assessments, customer journey mapping, and CX governance. The text differentiates CX from customer service, emphasizing that CX encompasses the entire customer journey, not just interactions with customer service representatives. It also emphasizes the importance of developing a CX culture within a company, one that is focused on delivering value and exceeding customer expectations.

10 Reasons Law Firms Will Struggle with CX in 2025

As we barrel toward 2025, the legal industry finds itself, once again, at a crossroads. Many see it and acknowledge it openly—others are comfortable kicking the can down the road for one more year. Find article here.
While client experience (CX) has become a cornerstone of success in every other sector, law firms continue to grapple with finding space for it in the firm’s already full initiative agenda. This reluctance isn't just a minor setback—it's a potential crisis waiting to unfold. For Chief Marketing Officers, business development leaders, and growth specialists in law firms, understanding these challenges is crucial to staying competitive in an evolving market.
CX Pilots' CX in law firm experts dive into the top 10 reasons why law firms will struggle to harness the differentiating power of CX in 2025, and what it means for your firm's future.

The Benefits and Pitfalls of Using NPS

Net Promoter Score (NPS) is a metric commonly used across CX programs. In fact, companies seldomly mature their CX management programs without NPS. However, NPS leaves value on the table and tends to focus the business too much on efficiency and not enough on advocacy, or other experience gains. Steven Walden of CX Pilots and John Dawes of the Ehrenberg-Bass Institute discuss the latest research on the benefits and pitfalls of using NPS.