Plotting each point of a client's interaction with your firm can help you improve the delivery of legal services and deepen key relationships, advises Adrienne Halladay Outside the legal industry, ...

Recently, at the Smokeball Spark 2023 conference, Talya Faigenbaum, director at Nest Legal, discussed how she uses human-centred design principles to build her firm. This content is available ...

As technology advances, customers become more demanding. I would even argue that today’s customers are far more demanding than they were just two or three years ago. The more connected we become, the ...

The past few years have dramatically changed much of how companies do business. Although many are still sorting out what those lasting impacts might be, it’s clear that a host of customer expectations ...

Mom and pop have an advantage. When it comes to delivering a great customer experience, the small family-run business has the natural DNA to organize around the customer: a tight-knit team, a shared ...

CIOs driving digital business strategy must master customer experience. That means working with marketing on a critical initiative: the customer journey map. The digital era has altered C-suite ...

Phil Goldstein is a former web editor of the CDW family of tech magazines and a veteran technology journalist. He lives in Washington, D.C., with his wife and their animals: a dog named Brenna and two ...