Date & Time: October 1, 2026 | 12:00–12:55 PM ET
Virtual via Zoom | LSSO members only | Maximum 10 participants
A member-only peer roundtable on client experience (CX) in law firms.
Every firm says client experience (CX) is a priority, even when it is not, yet. Very few can tell you who really owns it, what it really is, what it can and should be doing, what it costs, or what it is worth.
This is an hour to talk candidly about experience management with people sitting in the same seat. No slides. No pitches. Your hosts keep time and keep the conversation moving. The room sets the agenda.
Before you come
During registration, include one CX question or one CX problem for which you really want solutions. That is what sets the agenda.
This meetup is open to LSSO members only and is limited to 10 participants. Registrations submitted without a question or problem may be skipped and the space offered to the next submission.
What we will get into
We will select topics based on what participants are encountering in firms and what registrants tell us matters most. Topics may include:
- Defining CX: What does client experience mean in your organization? Is it clearly defined, measured, and owned?
- The client journey: Where are the moments that matter, and where does friction show up?
- Client feedback: How are firms collecting, interpreting, and acting on what clients tell them?
- Creating consistency: How do you create a strong client experience across attorneys, practices, offices, and touchpoints?
- Breaking down silos: How are marketing, business development, client teams, operations, and attorneys working together around CX?
- Small changes, meaningful impact: What simple improvements have made a difference for clients?
- Measuring CX: What are you measuring today, and what would you like to measure better?
- AI and CX: How is AI changing the client experience, and what new challenges does it create?
- What is on the horizon: What CX issues are keeping you thinking, experimenting, or planning for the future?
- Ownership: Who owns client experience at your firm, and do they have any real authority?
- Matter versus relationship: Winning the work and losing the client. What happens when the client experience wanes?
- What actually moved: The small change that made a real difference.
The ground rules
Chatham House Rule. Use what you see, hear, and learn without worrying about attributing it.
No recording. No transcript. No attendee list circulated. Cameras on. Firm and client names stay in the room.
Your hosts run a consultancy and an institute, and neither is selling anything here. Neither is anyone else in the room.
Bring a question. Bring a problem. Bring something that is working, or something that is not.
