LegalCX 2019 - East of England

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Imperial War Museum


CB22 4QR

United Kingdom

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Refund Policy

No Refunds

Event description


Legal CX East of England


Wednesday 8th May 2019, 9.00am - 4.45 pm

Join us for the inaugural LegalCX event in 2019 which is taking place at the iconic Imperial War Museum in Duxford, Cambridgeshire. With extensive facilities and state of the art equipment it is an inspiring venue and is therefore the perfect location for LegalCX East of England.

This one-day conference has been created specifically for, and is focused on, regional law firms. Learn from some of the best speakers and experts in the UK about the importance of getting the client experience, AKA the client journey ‘right’.

What will we be covering

  • Leveraging the client voice to generate more fees
  • A practical case study from a leading law firm on their client journey experience
  • Show us the money: Measuring engagement, impact and ROI
  • Put together a client experience programme for your firm (complete a plan during the day)
  • Streamlined, optimised digital touchpoints and AI

Who is the event for?

The event is for all regional law firms and is particularly convenient for those firms based in the East of England and the Midlands. The conference will focus on the practical challenges, opportunities and issues facing regional law firms. Solutions will be provided, including real examples and case studies.
This event will be of value specifically for people in the following roles in law firms:

  • Marketers
  • Managing partners
  • Lawyers
  • HR
  • Operations
  • Finance
  • All people tasked with client journey / experience

What will you get from attending?

In addition to helping you understand what clients want and how you can deliver a great experience every time, this event will provide you with the know-how, skills and confidence to put in place a winning client experience programme in your regional law firm.

Where and when?

Conveniently located at the Imperial War Museum in Duxford, near Cambridge, this event is taking place on Wednesday 8th May, starting at 9.00 am with registration and refreshments, followed by a comprehensive full programme.

Lunch and refreshments throughout the day will be provided, as will the opportunity to network with your peers and our expert speakers and sponsors. The day will wrap up at 4pm.

What will you leave with?

At the end of the day, not only will you be armed with a wealth of information, you will also leave with:

  • A specific action plan tailored to your firm (you will complete this throughout the day, with input from our speakers and experts). The action plan will include:
    • Steps you can quickly and easily take with little or no cost to improve your client journey; and
    • Specific Longer-term initiatives you can plan to define and implement.
  • A full pack of all the presentations, research and slides shared on the day.
  • A choice of a specific package of support that you will select at the end of the event.
  • CPD points. Due to the high-quality conference agenda and expert speakers, the conference has been CPD certified. All attendees will receive a CPD certificate following the event.

Agenda (subject to change)

09.00 Registration, refreshments & networking.

09.30 Welcome, Chair’s opening remarks & objectives setting – Chair

Clare Fanner & Jonathan Winchester will co-chair the conference.

09.45 One Conversation – Faran Johnson, Engage for Success

Hear how a 17,000 people organisation got employee engagement across 350 locations; with key takeaways and lessons that all law firms can apply.

10.30 How employee ownership improves client service – Antony Sloan, Ashtons Legal

Hear from Ashtons Legal, a leading law firm in the region, as they share their client experience journey.

11.00 Empowering your workforce to be the best they can be. Looking after your people will result in them looking after your clients – Moneypenny, Claire Smith

How to drive an ethos of client satisfaction and upskill staff to deliver optimal experiences.

11.30 Break, networking and visit sponsor partner stands

11.55 CX – Customer Experience v Customer Journey - Conscious Solutions, Rich Dibbins

Rich will explain the difference between customer experience and customer journey with a focus on your website and digital presence.

12.25 Ask the experts – Q&A – Chair (Clare Fanner) Panel discussion and Q&A.

Panel to be announced.

13.00 Lunch & networking

13:30 Optional tour around Concorde

14:00 The ultimate client journey: From enquiry to sign up, how to maximise conversion - insight6, Judy Randon & Paul Saunders

Interactive, structured session on the value on client mapping and how it helps you convert more opportunities into clients

15.30 Break, networking and visit sponsor partner stands

15.45 How well are you handling new business enquiries? - tm group, Clare Yates

Clare will explore the different techniques and ways that law firms handle enquiries and will share best practice approaches from law firms across the UK

16.20 Roundup - Chair

Finalise your plan with a reminder of the key points from the day.

16.45 Close

Presented by:


Find Get Grow

Sponsored by:

LegalCX Sponsors

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Date and Time


Imperial War Museum


CB22 4QR

United Kingdom

View Map

Refund Policy

No Refunds

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