A packed 1-day conference

9.00 AM

Registration, refreshments & networking.

9.30 AM

Welcome, Chair’s opening remarks & objectives setting – Chair

Clare Fanner & Jonathan Winchester will co-chair the conference.

9.45 AM

One Conversation – Faran Johnson, Engage for Success

Hear how a 17,000 people organisation got employee engagement across 350 locations; with key takeaways and lessons that all law firms can apply.


10.45 AM

How employee ownership improves client service – Antony Sloan, Ashtons Legal


Hear from Ashtons Legal, a leading law firm in the region, as they share their client experience journey.

11.15 AM

Break, networking and visit sponsor partner stands

11.40 AM

Empowering your workforce to be the best they can be.  Looking after your people will result in them looking after your clients – Moneypenny, Claire Smith


How to drive an ethos of client satisfaction and upskill staff to deliver optimal experiences.

12.10 AM

CX – Customer Experience v Customer Journey - Conscious Solutions, Rich Dibbins

Rich will explain the difference between customer experience and customer journey with a focus on your website and digital presence.

12.45 PM

Lunch & networking

1.45 PM

The ultimate client journey: From enquiry to sign up, how to maximise conversion - insight6, Judy Randon & Paul Saunders


Interactive, structured session on the value on client mapping and how it helps you convert more opportunities into clients.

3.20 PM

How well are you handling new business enquiries? - tmgroup, Clare Yates


Clare will explore the different techniques and ways that law firms handle enquiries and will share best practice approaches from law firms across the UK.

3.50 PM

Ask the experts – Q&A – Hosted by Jonathan Winchester


Panel discussion and Q&A.

Judy or Paul, insight6
Alex Barr, Third Bounce
Antony Sloan, Ashtons
Lara Squires, Consortium Business Solutions

4.20 PM

Roundup – Clare Fanner

Finalise your plan with a reminder of the key points from the day.

4.30 PM

Close and refreshments ‘to go’ or further opportunity to network