Most clients begin their relationship with a law firm feeling impressed. Some of the strongest criticism, however, comes from those who say that warmth and attentiveness later give way to distance, inconsistency and...
Category - CX
New developments in Customer Experience (CX) as it relates to all services and businesses and those responsible for and involved in the handling of responses to unsolicited enquiries
Stephen Walters
Law Firms Don’t Have a Lead-Generation Problem. They Have a Reply Problem
Law firms invest heavily in generating new enquiries. They pay for search advertising, search engine optimisation, redesigned websites, directory listings, social media, referral networks and business-development teams...
Jonathan Friedman
The 42 Hour Paradox: Why We Keep Making Our Responses Slower
We are currently living through a bizarre operational paradox. In the last two decades, corporate technology stacks have evolved exponentially. We have transitioned from basic email servers to complex CRMs, intelligent...
Gabriel Fitzpatrick
What companies mean when they talk about “deflection”
In customer-service and customer-experience circles, deflection has a special meaning. It usually means a customer who might otherwise contact a human support agent is steered somewhere else first. That route might be a...
ComplianceCXEmailImpact of AIInsightsReachabilityRepliesReputational harmResponsivenessRevenue Leakage
The Perception Gap Is Really a Reply Gap
Why poor digital experiences are pushing customers away – and what responsiveness research tells us to do about it A third of customers switched brands in the past year because of poor digital experiences...
Peter Friedman
When AI Writes the Email, Who Is Really Replying?
What “Email in the Era of LLMs” reveals about the future of organisational responsiveness The most important change in email may not be that AI can write it faster. It may be that AI is beginning to decide what a “good”...
