This thought leadership from CX Pilots explores how client experience (CX) can help businesses navigate economic downturns. It emphasizes that focusing on CX is more effective than cost-cutting alone, as CX leaders outperform laggards during recessions. The document outlines ten principles for building a best-practice CX program, emphasizing the importance of understanding customer needs, optimizing services, and engaging employees in creating a positive customer experience. By implementing these principles, businesses can increase resilience, maintain revenue, and position themselves for growth even in challenging economic times. Download the white paper here.

The guide provides a comprehensive explanation of how to create and lead a customer experience (CX) governance program within professional services firms. It outlines a step-by-step process for building a CX Governance cohort, defining goals, establishing key roles and responsibilities, and implementing a robust framework for measuring and managing the client experience. The source emphasizes the importance of a holistic approach to CX that integrates feedback from various stakeholders, prioritizes client journeys, and drives innovation across the organization. Ultimately, the text aims to equip firms with the knowledge and tools necessary to achieve sustained success in delivering exceptional client experiences.

This white paper argues that client experience (CX) is the new competitive battlefield for law firms and that firms need to shift from a client-service-centric approach to a client-experience-centric approach. The paper explores the reasons for this shift, including the rise of new technologies, the changing expectations of clients, and the increasing competition from alternative legal service providers (ALSPs). The authors provide seven recommendations for law firms to improve their client experience, including mapping client experiences, investing in analytics to understand clients, prioritizing the employee experience (EX), adopting a strategic approach to CX transformation, building closer client relationships through co-created services, ensuring that legal processes are fit for purpose, and engaging in flexible pricing. The paper concludes by emphasizing the importance of embracing CX as a means for differentiating oneself in the legal market.