13 November 2018

How to Build a Remarkable Service Culture - Alumni Event with Carl White

Published on 13 November 2018

In today’s legal market where differentiators are difficult to find and leverage, it’s never been more important to create a remarkable and profitable service culture that inspires staff, delights clients and makes your firm the provider and employer of choice.

Don’t miss this opportunity to join internationally recognised Client Experience (CX) expert Carl White for a practical session informed by the work of CXINLAW with legal providers in the UK and Australia.

His presentation will reveal:

  • The impact of customer service on your clients’ expectations of law
  • How to build a mandate among leaders and staff for achieving service goals together
  • The four key building blocks of driving Client Experience improvements
  • How to use design thinking and customer journey mapping to uplift the clients’ experience
  • How to embed the new service culture with motivated staff that consistently “wow” clients

Carl brings together world-class practices of customer service and proven techniques – specific to law – that makes your clients’ experience remarkable. Whether you have just begun your firm’s journey to client service excellence or simply want to aim higher, this session is for you.


Event details

Date: Tuesday 13 November

Registration starts from 5.15pm

Presentation: 5.30pm – 6.30pm

Refreshments: 6.30pm – 7.15pm


Location: The College of Law Western Australia, Ground Floor, Durack Centre, 263 Adelaide Terrace, Perth WA 6000

This event is free for all College alumni. Attendees will be able to claim 1 CPD point towards Practice Management.


Register your attendance


About Carl White

Carl is the founding director of CXINLAW and acknowledged as a Client Experience champion and influencer in the legal sector having entered law with Ashurst in 2002. He is a member of faculty at the Centre for Legal Innovation (College of Law) and has authored market-leading research that examines the Client Experience advantage for law firms, in partnership with ALPMA and the UK College of Law.

Carl is the former Vice President of the Continuing Legal Education Association Australasia (CLEAA) and faculty member of Queensland Law Society and speaks internationally. He has a background in theatre and retail operations and expertise in learning and development, employee engagement, organisational and service design.