Advancing Client Experience: Strategic Expansion and Refinement of Your CX Program

Sponsored by: Client Value SIG
Domain: Client Services
BoK Competency: External Client Communication and Feedback

Delving deeper into the realm of client experience (CX), this webinar aims to equip legal marketers with the knowledge and tools necessary to effectively create, expand and refine their CX programs. 

Jennifer Carro, Director of Client Experience at Marcum LLP, a leading national accounting firm, will share her experiences and insights on:

• Implementing a CX program
• Scaling and refining the program as it matures
• Key considerations for fueling CX efforts within your firm
• Lessons learned along the way

Learning Outcomes:

• Reflect and Refine: Understand the importance of continuous evaluation and refinement in your CX program, using Marcum's experience as a case study.
• Scale Strategically: Learn how to scale your CX program while maintaining its objectives and integrity and managing its complexity.
• Lessons Learned: Gain insights into the potential challenges and pitfalls in implementing a CX program and how to navigate them.
• Crucial Considerations: Discover the key factors to consider when implementing a CX program, from aligning with firm objectives to securing buy-in from stakeholders.
• Adapting to Firm Size: Understand the nuances of implementing a CX program in a small firm versus a large firm, and how to adapt your program accordingly.

Presenter: Jennifer Carro, Director of Client Experience, Marcum LLP