Client experience (CX) has been labelled the “single most powerful and sustainable market diffentiator” for professional services firms. In a consumer-focused market where clients are empowered with many choices for service delivery, there has never been a greater need to offer outstanding CX.
Join Beaton partner Paul Hugh-Jones on 17 February in Sydney discussing CX at the 2023 Smokeball Spark Conference. Paul will speak to the latest research and insights on CX for law firms, sharing what it takes to build client loyalty. Beaton is at the forefront of research into this emerging field, having conducted the first major survey and publishing the insights in a report titled The State of Client Experience in Professional Services 2022.
During his presentation, Paul will examine:
- The CX pathway
- How the client journey can be transformed via technology
- How to differentiate your firm through CX
- What it takes to build client loyalty
- How to transform your clients into life-long brand advocates.
The Smokeball Spark Conference is Australia’s premier small-law conference, specifically designed for legal practitioners of small law firms.
Paul Hugh-Jones has 20 years’ experience in international sales and marketing director roles in both B2B and B2C, including Ashurst, Mallesons, Mars, British Airways and Bacardi. Paul has a BSc (Hons) from Reading University, UK and an executive MBA from Darden business school, West Virginia