CXps 2023 | Optimizing CX Through Client Assessments

For nearly two decades, Benesch has been effectively using client assessments to not only spot issues and improve experiences, but also to drive relationship expansion and grow revenue. In this session, we will discuss the process and outcomes of building out a formal client assessment program. We will cover the challenges of developing a consistent pipeline of clients to interview, securing attorney buy-in, and building a bench of quality assessors in-house. We will also discuss strategies to implement client feedback into business development efforts and to develop actionable insights at the client and firm levels.