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Like so many other professions, law is becoming increasingly
influenced by an overwhelming amount of disparate, fragmented and
complex data that can both help and hinder business. Data comes
from a wealth of different sources, both internal and external,
constantly changing, never still. Keeping control of all that data
is one challenge; leveraging it to the greater good much harder.
Despite the huge amount of data in the average law firm,
data-driven decision-making is relatively new and uncharted. With
the hugely disruptive changes that have occurred in our ways of
working over the last two years, the issue of data is now front and
centre. This second edition of Building the Data-Driven Law Firm
looks at how the use of data has become inextricably linked with
the practice of law; how it can be utilized to the good, and the
safeguards that must be put in place to mitigate the bad; how Big
Data will revolutionize the way lawyers work, and the cases they
will work on; and how new uses for data (including blockchain and
the Internet of Things) will influence the law firm of the future.
Bringing the book bang up to date, new content features how we can
keep data secure in the changing world of work, how data can be
used for business development and client satisfaction, the
implications of data bias and data theft, and whether the way we
use data is even useful anymore.
We all know that law is a people business. Clients buy from lawyers
whom they like, respect, and trust, and they judge those lawyers
and their firms on the quality of service that the firm provides,
the results achieved, and whether they receive value for money.
This applies to corporate, institutional, and private clients
alike. For their business plans to be connected to reality,
partners and law firm leaders must learn how they are perceived by
their clients and adapt accordingly. They do this by listening to
their clients. Historically this was through informal, fireside
chats. In recent years, many firms have devised formal client
listening programs and in recent years there has been an explosion
of review sites and social media channels enabling clients to leave
their unfiltered and public feedback, whether solicited or not.
Forward-looking firms are adopting multi-channel approaches to
taking feedback to maximize the intelligence they gather and to
adapt to clients' own preferences. As ever, the most nimble and
adaptable will reap the rewards. The Client Experience: How to
Optimize Client Service and Deliver Value looks at the client
experience from end-to-end, from client listening programs to
journey mapping, from customer audits to how legal tech can help
improve the way a client interacts with a law firm throughout its
relationship. A client-centric business model is essential for
future law firm success and the authors of this far-reaching title
utilize their own experience and real-life case studies to drill
down into the importance of maintaining the one thing no business
can do without: its client.
Client experience (CX) is by no means a new concept. Ever since the
service industry came into being, providing excellent customer
service has been a key concern, with particular focus on how the
client experiences the service they are receiving. Yet, client
experience is rarely delivered well. Inconsistencies, errors, and
an endlessly unanswered phone lead to frustration on the part of
the client, and a feeling that they are worth little more than a
signature on the monthly timesheet. So, how do law firms, and
individual lawyers, ensure they exceed expectations, and deliver
the best customer experience possible? And what benefits - tangible
and intangible - does this bring? Innovations in Client Experience
brings together a collection of global contributors, giving their
thoughts and advice on how the legal profession can up its game in
client experience, offering innovative strategies and pragmatic
advice to those law firms concerned they need to improve their CX.
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