Following the release of the groundbreaking CXINLAW ‘Customer Experience in Law Report 2012’, Partners Club and CXINLAW invite you to attend a thought provoking evening which will explore the impact that ‘Customer Experience’ has on client retention, satisfaction and revenue within the legal sector.
Taking place at Russell Jones and Walker (London) from 18:30pm on the 17th May 2012, this exclusive event is limited to the first 40 registrations and will feature a lively panel discussion which will examining the challenges and advantages of developing a proactive approach to client service, while offering advice on how to implement a client focused strategy within your firm or department.
This ‘must attend’ CPD accredited event will get to the heart of ‘customer experience’ in law while debating the potential for developing competitive advantage in a rapidly changing legal market.
Following the event, a networking reception will take place where attendees will be offered refreshments, canapés and an opportunity to network with the panel of experts.
FREE REPORT – All attendees of this event will receive a complimentary hard copy of the ‘CXINLAW Customer Experience in Law’ report and a multi-point service check and assessment for their firm, chambers and corporate (value £500)
Please Note – This exclusive event is strictly limited to the first 40 registrations.
Perfecting Customer Experience within the Legal Sector – 17th May 2012 – London.
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Location: |
Russell Jones & Walker, 50-52 Chancery Lane, London, WC2A 1HL |
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Date: |
Thursday, 17th May 2012 |
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Time: |
18:00pm – 20:30pm |
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Maximum Attendance: |
This Event Has Now Reached Capacity |
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Cost: |
Free |
Would you like to Attend the ‘Perfecting Customer Experience within the Legal Sector’ event? – Register by Clicking Here.
Speakers and Panellists
Carl White
Partner, CXINLAW
For the last 10 years Carl has worked with some of the most successful law firms in the UK and abroad. His focus is service insight, development and performance within the legal sector, supported by expertise gained from the retail and hospitality arena.
A background in theatre practice, customer management and employee engagement has enabled Carl to work with a clear understanding of the benefits that outstanding service delivers in law. He has brought service strategy and innovation to executive levels within companies and worked with all roles and functions of law firms on service principles and application.
Carl is passionate about the experience clients receive in a changing legal environment, one that demands the gap be closed between a firms service aspiration and exceptional delivery. Carl White is a founding Partner in CXINLAW, a legal services consultancy perfecting the ‘customer experience’ firms offer their clients.
Beverly Landais
CEO, Devereux Chambers
Beverly Landais is a brand champion and business developer with over 25 years’ experience in professional services marketing. Her sector experience spans insurance, banking, financial and legal services. Beverly’s career includes posts as Head of Marketing at Lloyd’s of London, Head of Brand and Communication at Lombard Asset Finance and Director of Business Development at Baker & McKenzie. She is currently CEO of Devereux, one of the UK’s top civil and commercial barristers sets.
Beverly is a Fellow of the Chartered Institute of Marketing, Fellow of the Chartered Management Institute and an Associate member of the Chartered Institute of Personnel and Development.
In May 2008, Beverly was named ‘City / National BD & Marketing Director of the Year’ by Legal Marketing Awards.
Darren Hackett
Head of Premises & Facilities Management, Russell Jones & Walker
Darren Hackett has worked in the legal profession for 20 years both as a fee earner and a support manager and therefore, has a unique view of the operations of law firms. Having previously worked for legal providers in Birmingham, London and Cardiff, Darren has held the position of Head of Premises & Facilities Management in the UK at Russell Jones & Walker, a recognised leader in personal and consumer law, for 13 years.
Darren’s role at RJW, now part of Slater & Gordon Lawyers, has focused on maximising the efficiency of the workplace to benefit the business, staff and clients through Facilities Management. He has a passion for workplace design and, allied to this, supporting the firm’s service excellence objective. Darren has been instrumental in developing a client orientated approach to ‘front of house’ at the firm, both face-to-face and on the phone and is building a strategy across his teams to continually improve and innovate the experience clients receive.
Darren has achieved academic awards in Architectural Technology and post-graduate studies in Facilities Management. He has been awarded the BIFM Prize for Best Overall Achievement in the post-graduate Diploma and has Certified Member status with BIFM.
Patrick Hurley
Senior Director of Operations, Elite, a Thomson Reuters business
Patrick Hurley is currently Senior Director of Operations, for Elite, a Thomson Reuters business. In that role he is responsible for the successful integrations of the company’s most recent acquisitions of FWBS and Pilgrim, and the global rollout of the MatterSphere and Lawsoft product lines.
Having started his career as an administrator in a mid-sized litigation law firm in Los Angeles, California where he spent 7 years, he joined Elite in 1993 and has served various roles in Product Management, Development, Consulting and Client Services. He spent 4 years as a Director of Technology at Thomson Reuters Global Resources in Zug, Switzerland, working on Elite’s 3E Financial and Practice Management System, and was most recently responsible for Elite’s 3E and Enterprise operations in EMEA.
He served a 3 year stint as the Vice President of the LEDES (Legal Electronic Data Exchange Standards) Oversight Committee, has had various speaking engagements at conferences and seminars including the Law Firm CIO Forum, International Legal Technology Association Conference, and European Law Firm Market Seminar, and has authored numerous articles and white papers in publications such as Law Technology News and MSSMart.
Tracy Baumfield
Board Director, Reed & Mackay
Tracy has over 25 years’ experience in Business Travel Management. Promoted to Board Director in 1994 at Reed & Mackay and a graduate of the Institute of Directors Company Direction Programme, Tracy holds ultimate responsibility for all client business. Tracy manages a team of 20, comprised of Sales, Account Management and Marketing and leads the charge in developing strategic client relationships and driving service level agreements.
Reed & Mackay has provided an industry leading service since 1962 and is the specialist Travel Management Company for the Legal Sector. This positioning has been achieved through an understanding that Lawyers are different. They have unique skills, work long hours and to very tight deadlines. Corporate travel experts providing a service to a law firm need to be exacting, understand the importance of attention to detail and think laterally.
Service is at the forefront of everything that R&M does. R&M’s travel consultants are the best in the business with an average industry experience of 18 years. Their talent is developed continually through employee development such as The Legal Travel Training Programme© to keep teams in tune with developments in the law industry and the challenges faced. From new destinations to new technology, R&M delivers service excellence, experience and knowledge every step of the way.
Free Registration – Register to Attend ‘Customer Experience in the Legal Sector’
Terms & Conditions of Registration
Upon receipt of registration, a confirmation email will be sent to the email address provided. Admittance to the event will be granted to pre-event registered attendees only. Under no circumstances will admittance be granted on the evening of the event for attendees who have not pre-registered. Netlaw Media Ltd / CXINLAW reserves the right to reject or cancel any registration at its discretion and without explanation. Netlaw Media Ltd / CXINLAW reserves the right to refuse entry or eject any attendee before or during the event at its discretion and without explanation. Netlaw Media Ltd / CXINLAW reserves the right to change, amend or re-schedule this event at its own discretion. Netlaw Media Ltd / CXINLAW will not accept liability for any claims resulting from a change, amendment or re-scheduling of this event. Netlaw Media Ltd / CXINLAW will not be held responsible for any attendees travel or accommodation requirements.
Photography and filming may take place during this event. As photos and footage may include the image of the attendee, the attendee offers Netlaw Media / CXINLAW the right to use any image or footage taken at the event for future promotion of Netlaw Media / CXINLAW and Partners Club events.
Important Notice – During this event, alcoholic beverages will be served for attendee’s enjoyment. Netlaw Media /CXINLAW strongly advises attendees to keep within the UK legal drink driving alcohol limits. By agreeing to the terms & conditions of registration, the attendee accepts full responsibility for his or her actions and acknowledges that Netlaw Media Ltd / CXINLAW and the event sponsors and partners will not be held responsible for any attendee’s actions following the consumption of alcohol, or from any related or non related circumstances which may occur during or following the event.
Data Protection
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