Join us for the second LegalCX event in 2019 which is taking place at the Celtic Manor Resort, the home of the 2010 Ryder Cup in Newport, South Wales.
9.00 AM
Registration, refreshments & networking
9.30 AM
Welcome, Chair’s opening remarks & objectives setting - Chair (Clare Fanner)
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.
10.30 AM
How employee ownership improves client service – A leading regional law firm Hear from a leading law firm as they share their client experience journey.
10.40 AM
Empowering your workforce to be the very 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
11.15 AM
Break, networking and visit sponsor partner stands
11.40 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.
12.15 PM
Ask the experts – Q&A – Chair (Clare Fanner)
Panel discussion and Q&A. Panel to be announced.
1.00 PM
Lunch & networking
1.30 PM
Optional tour around Concorde!
2.00 PM
The ultimate client journey: From enquiry to sign up, how to maximise conversion -
insight6, Jonathan Winchester, Judy Randon & Paul Saunders
Interactive, structured session on the value on client mapping and how it helps you
convert more opportunities into clients
3.30 PM
Break, networking and visit sponsor partner stands
3.30 PM
How well are you handling new business enquiries? - tm group, 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
4.05 PM
Roundup - Chair
Finalise your plan with a reminder of the key points from the day.
FARAN JOHNSON
Engage For Success
Faran joined Engage for Success in May 2018 as Managing Director following the newly formed alliance with CIPD. Faran joined EFS on secondment from the civil service and brings experience of
large scale cultural transformation in the private and public sectors and in private equity.
As a Group HR or OD Director, Faran has worked within multinational, complex organisations undergoing significant change – HM Courts & Tribunals Service, Clear Channel Outdoor Holding Inc, Reed Elsevier plc, AXA plc, First Data Corporation and Viacom Inc.
Our expert speakers include
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
