CXINLAW develops the capability of law firms, chambers and corporates to deliver an outstanding client experience. We do this by delivering client insight, employee training and a platform of development options which serve to enhance the performance of the organisations we assist. Our ongoing secret shopping analysis in the legal sector, on behalf of CXINLAW clients, has underlined the degree to which law firms are potentially haemorrhaging client business at first contact. Far too often law firms are their own competitor. In contrast, our work highlights the cost-effective improvements that can be made through a consistent focus on client experience. Blending insight and expertise from work in retail, hospitality and the public sector, CXINLAW creates ‘moments of truth’ at every step of clients’ experience. In turn this ensures your firm becomes the provider of choice from the point of sale, to profitable long term relationships and recommendations. CXINLAW develop and evaluate improvements so that new service behaviours, systems and culture are operationalised and grow stronger over time.