Legal CX: Back to the Future

Yorkshire Sculpture Park, Wakefield, WF4 4LG

Wednesday 27th November 2019, 9.00am - 4.45 pm

Join us for the first LegalCX event to take place in Yorkshire at the iconic Yorkshire Sculpture Park, a place of inspiration and creativity, the perfect location for LegalCX: Back to the future.

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 and the client journey right and learn what steps your law firm needs to take.

What will we be covering?

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 and the client journey right and learn what steps your law firm needs to take.

What will we be covering?

Following the tried and tested formula of other regional LegalCX conferences, we will focus on the key challenges facing law firms in the future. The agenda will be structured to provide a strategic blueprint for law firms to take away and implement. Over the course of the day, through a mix of sessions and expert speakers, including interactive and Q&A sessions, we will cover:

• Exploring how clients' needs and wants are changing.
  
• Asking (and answering) the question: So, what changes do law firms need to make to meet clients' needs in the future?
• Helping law firms understand the clients they want and how to get more of them e.g. the profitable ones that deliver work that you want to undertake.
• Identifying and addressing the key things that law firms need to focus on in the areas of:
  - Processes;
  - People; and
  - Systems.
  
• As is usual for all LegalCX events, you will leave with a personalised action plan tailored to your law firm.

Who is the event for?

The event is for all law firms and 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.

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

09:55   Why are we all here? Why CX Matters – Jonathan Winchester, insight6

10.25  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.

11.20  Break, networking and visit sponsor partner stands

11.45   The art of handling new business enquiries? - tmgroup, 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.

12.15  3 Decades of Online: Web 2009, 2019 and 2029 - Conscious Solutions, Rich Dibbins
Rich will explore how the role of websites has evolved and what law firms need to be doing in the future to deliver an exceptional online experience to their clients and prospects.

12.45   Lunch & networking

13.45  It is a mistake to think you can solve any major problems just with potatoes - insight6
An interactive session where you will consider client experiences and then, crucially, you will learn how it feels to interact with your law firm. We will help you understand the potential emotions your clients are feeling and acquire the tools and know-how to develop a structured and repeatable approach to leave your clients feeling safe, supported, cared for and likely to recommend you to family, friends and colleagues.

15.15  Wigwam break

15.30  The importance of culture + people + processes in delivering an exceptional client experience -Moneypenny, Claire Smith
First impressions: Claire will look at the changing expectations of clients and will share her thoughts on how to deliver an exceptional first impression now and in the future.

16.00   Ask the CX experts – Q&A – Hosted by Jonathan Winchester

Panel discussion and Q&A.

-      TBC, insight6                                  - Stephen Pritchard, Matrix 247

-      Antony Sloan, Ashtons                   - Alex Barr, Third Bounce

16.45   Roundup – Clare Fanner

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

16.45   Close and further opportunity to network

Why should I attend?

Aside from the reasons already provided, we thought it would be helpful for you to hear from some of the delegates and partners from the LegalCX East conference that took place in May.  Please take a moment to watch this short video.