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.