Workshop 2: Service Culture by Design: The Operational Path to Client Loyalty and Sustainable Growth
| Wednesday, September 9, 2026 |
| 8:30 AM - 10:00 AM |
| Banheep A |
Overview
The legal sector is at a genuine inflection point. As AI commoditises technical legal work, clients differentiate firms less on what they know and more on how it feels to work with them. Sustainable growth is no longer driven solely by individual rainmakers, but by the consistency and quality of a firm's everyday client experience.
This hands-on workshop is built for the operational and leadership roles at the centre of that experience. Drawing on Jordan Furlong's Advice, Advocacy and Accompaniment framework, the Trust Equation, and the principle of marginal gains, participants map the moments that matter most, from winning work and onboarding through to billing and matter close.
A practical Protect, Elevate, Design, Automate framework helps participants decide where human judgement should be protected and where process or technology should take over. Participants leave with a clear diagnostic of where their firm creates friction or value, a set of practical plus-one improvements to implement immediately, and a credible, operationally grounded way to make the case for service-culture improvement to partners and leadership.
Speaker
Mr Carl White
Founding Director
CXINLAW
Service Culture by Design: Operational Path to Client Loyalty and Sustainable Growth
Biography
Carl White is the founder of CXINLAW and a recognised pioneer in Client Experience and service transformation in the legal industry. A former Director at PwC Australia, Carl brings global consulting expertise to law firms navigating shifting client expectations and the commercial realities of a new service landscape. His work focuses on helping firms translate strategy and everyday operational decisions into high-value client experiences that drive loyalty, competitive advantage, and sustainable growth. Carl’s perspective is informed by cross-sector work in complex service environments beyond law, which includes Melbourne Airport, Virgin Australia, and Delaware North, at the leading edge of CX innovation and culture change.
