Elevating Client Experience in a Post-Pandemic World

Elevating Client Experience in a Post-Pandemic World

Sponsored by: Client Value SIG
Domains: Client Services & Marketing Management and Leadership
BoK Competencies: Process Improvement & Change Management

Join the LMA Client Value SIG as we explore the hallmarks of high-value Client Experience programs. As the world emerges from the pandemic, it is more important than ever for law firms to reevaluate the way they create value for clients. This session is an opportunity for LMA member firms to help our community re-imagine CX standards and behaviors to elevate client relationships in a post-pandemic world. After our presenters share their knowledge on successful client experience programs, we will go into breakout rooms to further discuss how these models will fit in with your firm.

This fast-paced 60-minute program will provide you an opportunity to:

  • Benchmark your firm’s CX approach against best practices in professional services
  • Capture “wins” and “watch-outs” from like-minded LMA members
  • Leave with a framework for building or expanding your firm’s CX program

Learning Outcomes:

  • Understand the fundamentals of client experience and its implications in a law firm environment
  • Assess the current state of your own firm’s approach to client experience and how it compares to peers
  • Identify practical opportunities for improvement and tactics to drive meaningful progress 

Simone Hughes, Director of Business Development & Marketing, Gowling WLG
Simone Hughes has focused her career on optimizing client and employee experience to drive value-based results for complex professional services organizations. She is currently co-leading business development and marketing for Gowling WLG, a global law firm of over 1400 lawyers and 19 offices. Simone has worked in most areas of an organization from front-line sales and service to back office operations to branding and strategic planning. This broad and deep experience allows her to cut across silos and uncover what differentiates, unites, attracts and influences growth. Continuous disruption and change have influenced Simone’s more than 20 years of leadership to be purpose-led, agile, empathetic and resilient. Music, athletics, Board work for affordable housing and volunteering at rodeos, laid the foundation for excellence, creativity, governance and a strong work ethic. Simone loves to give back to emerging generations. She spent eight years as an adjunct professor of Communications at Niagara University (NY) and will start her fourth year as a sessional lecturer at University of Calgary's Law School (AB).

Debra Baker, Managing Director, GrowthPlay
Debra Baker is a journalist turned lawyer focused on helping law firms drive growth and expand client relationships in a profession undergoing dramatic change. At GrowthPlay, she brings more than 20 years of experience to developing strategic growth initiatives focused around revenue generation, client experience and talent development. Debra’s blend of journalism, legal, and business experience provides her with a distinct perspective when it comes to introducing new approaches and helping clients navigate change. Clients appreciate her willingness to tailor projects and programs to meet the unique needs, personalities and interests. Prior to GrowthPlay, she founded Law Leaders Lab, served as head of business development for an AmLaw 100 firm, and led the marketing group for a legal technology company. She also was a senior writer for the ABA Journal, where she received numerous awards for her coverage of issues related to law firm management, women in the law, and talent management.

 Complimentary for Members

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