Mapping the client journey is an eye-opening exercise that highlights inefficiencies and bottlenecks in your firm’s processes. By dissecting each stage of the client’s experience, from initial contact ...

James Loffler is the President of Loffler Companies, a leader in business technology services and solutions across the Upper Midwest. In the dynamic landscape of business and office technology, the ...

Understanding and implementing exceptional CX design is key to standing out in a crowded marketplace and building lasting relationships with one’s customers. Customer experience design (CX design) has ...

According to research from BTI Consulting, just over one in four corporate counsel would recommend their primary law firm to a peer. That’s a dramatic drop from 69% in 2020. The reason? It’s not a ...

Customer journey analytics software aims to help businesseses understand, optimize and personalize every step of the customer experience. By aggregating and analyzing data from touchpoints across both ...

“People will forget what you said, people will forget what you did, but people will never forget how you make them feel” (Maya Angelou). There is probably no other statement that expresses the ...

When we talk about customer experience (CX), the spotlight often falls on front-end interactions: the smiling voice on the phone, the helpful chatbot, the timely follow-up email. But what many don’t ...

For a moment, think about your favorite restaurant. If you frequent the location often, the waitstaff may know your name, your favorite dish and where you like to sit. All of these elements create an ...

When you look at what separates the leaders who thrive from those who merely survive, one thing stands out above anything else and that is customer experience (CX). The leaders that are standing out ...