In today's competitive legal and advisory business world, delivering superior client experiences (CX) is vital. However, many organisations struggle with fragmented CX due to siloed decision-making, limited shared insights, and a lack of CX guidance. This results in inconsistent experiences, eroding brand trust.
Joanna's case study addresses this challenge by showcasing how to mobilise employees to consistently provide superior client experiences using practical collaborative design tools and a dynamic CX guidebook.
The key question is: How can legal firms and advisory businesses consistently deliver outstanding customer experiences and stand out from competitors?
Joanna's case study draws from a real-world example in a Norwegian legal firm. It demonstrates the strategic use of collaborative design tools, including personas, a CX-Hackathon, vision and customer promise templates, journey mapping, and future mapping. It also highlights the creation of a comprehensive CX guidebook as a central resource for ongoing CX improvement and learning.
This case study offers practical insights on how to Mobilise employees to deliver consistent superior client experiences, using a real-world example from a Norwegian Legal firm. Joanna explores the strategic use of collaborative design tools like personas, CX-Hackathon (workshop), vision & customer promise templates, and journey mapping. Additionally, she presents the creation of a dynamic CX guidebook for ongoing communication and learning regarding future CX actions.
By joining this masterclass you will learn:
How to Get Everyone on Board: Participants will learn how Joanna's team encouraged a "client-first" mindset throughout the firm.
How to Define a Clear CX Direction: The case study provides insights into the tools and approaches we used to define a clear direction for customer experience activities.
Practical Use of CX Guidebooks: Participants will be introduced to a highly practical CX guidebook that offers continued communication and direction.
About Joanna
Originally from the UK, Joanna spearheads Customer Experience Consulting at Allegro, a tech and communication bureau in Norway. Together with Allegro, she's been leveraging a Norwegian innovation grant to devise scalable CXM models, attuned to Norway's distinctive cultural nuances and the dominant SME landscape comprising 99% of its businesses.
Joanna's daily engagements see her guiding businesses with strategic CX direction, pioneering CX program development, and fine-tuning both B2B and B2C journey optimisation. Beyond these primary roles, she judges the ICXA Awards 2023. In addition, she is on the Advisory Board for Scandinavia's two-year higher education CX program at IHM Business School, Stockholm.
A dedicated advocate for CX, Joanna encourages and educates Nordic businesses by offering resources such as free e-books, co-hosting the 'CX_podden' podcast, delivering speaking engagements and co-managing the NCXN (Norwegian CX Network).
Away from the CX scene, Joanna's passion for human connection extends to the salsa dance floor 💃
Available exclusively to Women in CX community members.