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CLIENT EXPERIENCE IMPROVEMENT
LegalCX applies a structured, scalable methodology for continuous improvement across the client journey—building on each firm’s institutional expertise, resources, and client intelligence to implement measurable improvements that fit the firm and evolve with changing needs, expectations, and technology.
We also bring together legal industry peers to exchange insight, develop best practices, and advance the practice of Client Experience Improvement across the profession.
How We Think About
Client Experience Improvement (CXI)
We Make CX Work for the Firm
Client Experience Improvement (CXI) uses client and stakeholder experience as a lens for focused, measurable continuous improvement.
You Already Have Data
Data is a critical tool in CXI, but more is not always better. What matters is what you do with it. LegalCX helps firms make better use of the data they have and identify the data they need.
CXI Is a Competency
Once you learn to see CX procedurally, you can't unsee it. Learning to see operations through the client and stakeholder lens is a learned competency. Even low stakes, focused CXI exercises build the ability to recognize gaps, clogs, and opportunities for improvement—and apply that thinking elsewhere (the ripple effect). Think Mr. Miagi from the Karate Kid.
Build CXI Into the Work
Meaningful improvement requires stakeholder input and engagement, but CXI should not become another burdensome initiative. Participation should be focused and respectful of people’s time, while building a scalable process that becomes easier to repeat and facilitate until continuous improvement is simply part of how the firm works.
The Client Experience Collaborative
A Peer Community
The Client Experience Collaborative is a forum for legal industry peers to connect, share thought leadership, examine emerging challenges, and develop and advance CXI best practices for the legal industry.
A meaningful improvement at one point can change what happens far beyond it.
Where LegalCX Can Help
LegalCX can step in when a firm sees an opportunity for improvement but needs structure to move from observation to action.
Make feedback more actionable. Increase stakeholder engagement. Identify opportunities to improve adoption, effectiveness, or demonstrate ROI.
Start with a single point of contact, pain point, or process—or a focused series—and turn it into a measurable improvement opportunity. CXI exercises can be contained within a department or client team and scaled to fit the firm's needs.
Contract facilitation and program delivery for consulting firms, professional organizations, and other partners with established training, workshops, or methodologies.
Apply a CXI lens before, during, or after a change in technology, process, roles, or ways of working. A new CRM, for example, creates an opportunity to examine the client record itself—not just the technology that houses it.
Build the internal capability to practice and facilitate CXI throughout the firm. LegalCX can help structure a pilot or program, coach the person responsible for CX, or serve as a thought partner as you develop your own approach and internal expertise.
Bring people together around applied CXI exercises during retreats—or through service projects in the community. LegalCX can develop training and facilitated programs around the needs of a team, function, or firm.
Connect with legal industry peers through The Client Experience Collaborative to exchange insight, explore emerging practices, and contribute to the development of CXI across the profession. The CXC is not a lead-generation space. It is a peer-driven community for collaboration, thought leadership, and advancing legal CX.