The automation of legal services providing for faster, more accurate and cheaper legal services, has altered customer expectations regarding the delivery of legal services. The millennial age demands instant gratification in all service delivery at the lowest cost possible with the least amount of input from themselves.
This workshop, presented by an international, leading specialist in customer experience, focusses on customer experience for lawyers, and will equip legal professionals with the skills necessary to appeal to millennials, discussing and providing techniques and methods by which customer experience can be enhanced within the legal industry in this age of technological development and AI advancement.
Lunch and refreshments included.
Julia Ahlfeldt is a Strategic Leader with a keen interest on Customer Experience, Growth and Operational Analytics. Julia has over a decade ’s experience in collaborating with blue-chip companies in the United States and Southern Africa specialising in helping companies create profitable growth through improved customer experiences. Julia has knowledge and experience in global customer experience best practices and uses same to develop bespoke solutions that enable clients to consistently deliver on their brand promise and achieve market leadership.
Julia’s area’s of expertise include strategy development and implementation in the following areas, too mention a few: Strategic and operational alignment to customer-centricity; CX ROI and the business case for change; experience evaluation and improvement; CX maturity assessments; Performance management alignment to CX objectives (KPIs, training, etc.) and Organizational design and change management to support CX delivery, Customer insights, research and marketing analyses.