10 Reasons Law Firms Will Struggle with CX in 2025

In 2025, client experience (CX) will become crucial for law firms. The article highlights challenges, such as the service experience conflation trap and the need for effective communication and transparency. It emphasizes the importance of empathy, journey mapping, data responsibility, a culture shift, and hiring for empathy and tech savviness. Firms that prioritize CX can see significantly higher returns. Investing in CX can save time and money in the long run. Firms that ignore CX risk being left behind as clients prioritize firms that prioritize their experience. All right, so get this. We are diving deep into the future, like way out there in 2025. And before you think, oh, lawyers, boring, trust me, this is about to get interesting. We're talking about client experience or CX and how it's gonna rock the world, even courtrooms. You don't need a law degree to get there. Nope, not at all. We've got this article right here called 10 Reasons Law Firms Will Struggle With CX in 2025. Ooh, sounds juicy. It definitely is. And that's why you're here to break it down for us, especially for, you know, our listeners who might be thinking about hiring a lawyer someday or who knows, just love a good business trend. Always here to help. Because let's be real, understanding this whole client experience thing, it's kind of key for any business these days. And this article, it doesn't mess around. It jumps right into this thing they call the service experience conflation trap. Like they think just because they're amazing lawyers, clients will automatically love them. What do you think about that? Oh, I've seen this happen so many times. And not just in law firms. It's like that fancy hotel with a terrible check-in, you know, you might have a luxurious room. But the whole experience, the way they treat you, that's what really sticks. Yeah, it's that first impression that can make or break the whole thing. Exactly. And when you're talking about something as stressful as say, dealing with a legal issue, you need someone who's not just competent, but someone who actually makes you feel heard, you know. Like they get what you're going through. So it's about the whole package, not just the technical skills. Exactly. It's about building that relationship, making them feel like a person, not just a case file. Right, because nobody wants to feel like a number. Exactly. Okay, so we've established, it's not just about winning the case, it's the whole experience. But what else makes a difference for the client, besides obviously feeling heard? Communication. Huge. Are they keeping you in the loop, explaining things clearly, responding quickly? And then there's transparency. Nobody likes those surprise fees, right? The worst. It's like a punch in the gut after you've already been through so much. So communication and transparency. Got it. And this is just the tip of the iceberg. This article throws down a bunch more challenges, like proving that CX is worth the investment, figuring out this whole AI thing ethically. I mean, you can imagine the concerns there. Oh, absolutely. Especially with all the data privacy stuff these days, it's a minefield. It is. And then there's the whole issue of going beyond those basic feedback surveys. You mean those things they email you after, like every single interaction these days. Exactly. And don't get me wrong, feedback is important, but it's what you do with it that really matters. So it's more than just checking a box and calling it a day. Way more. It's about building a culture around the client, truly understanding their needs and pain points, and going above and beyond to exceed those expectations. So really stepping into their shoes, seeing the whole journey through their eyes. Exactly. It's about empathy. And you know what? It pays off, big time. We've got research that shows companies who prioritize CX, they see significantly higher returns in the long run. Oh, really? Do tell. Yeah, one of my consultants, they found that companies prioritizing CX had almost 50% higher returns over an 11-year period. Wow, 50%. Okay, now we're talking. That's a pretty compelling reason to pay attention. Even for the most, shall we say, profit-driven law firm, 50% higher returns. All right, you've definitely got the attention of any law firm partner with that stat, but I know what some of our listeners might be thinking because, well, I'm thinking it too. Lawyers, they're already working like crazy, right? So how are they supposed to add client experience to their never-ending to-do list? Plus, wouldn't all this fancy CX stuff cost a fortune? I hear you. Those are the big buts I hear all the time. Time and money, the classic constraints. Exactly. But this article, it actually addresses those concerns head-on. Okay, I am intrigued. What's their counter-argument? So what if, instead of adding time and money, investing in CX actually saved them both in the long run? Okay, now you're speaking my language. Tell me more. Well, think about it. Happy clients, they tend to be less demanding, right? They trust you, they understand what's going on. Less need for those panicked phone calls and emails. Oh yeah, those urgent just checking in emails. Exactly. So with this streamlined communication, it actually frees up more time for everyone. So it's about working smarter, not harder. Love it. Precisely. But what about the cost? Because you know, everyone's worried about the bottom line. Right, and that's where it gets interesting. Because a lot of these really impactful CX improvements, they're actually quite affordable. Some even free. Seriously? Yeah. The article talks about this idea of a client experience champion. Okay, I like the sound of that. Sounds kind of important, right? It is. It's not about like hiring some big shot consultant. It's about shifting the mindset within the firm. So you're fostering this client centric culture from within. Training, communication, small changes, they all add up. It's those little things that make people feel seen, you know, like you actually care. Absolutely. And speaking of seeing things, this article dives into this other challenge. Journey mapping skepticism. I'll be honest, when I hear journey mapping, I'm picturing like a road trip, not a law firm. Right, it sounds a lot more complicated than it actually is. So break it down for us. Basically, you map out every single interaction the client has with the firm. From that very first phone call, all the way to the final invoice, everything. Wow, that's pretty comprehensive. It is. And then you're looking for those like friction points. The parts of the process that are confusing, frustrating, or just plain inconvenient. So the moments where the client might be thinking, wait, what is going on? Exactly. Or even just like a simple form that's super confusing. Once you've found those pain points, you can start brainstorming ways to make the experience smoother. It's about getting into the client's head, seeing things from their perspective. Exactly. And the cool thing is, it actually works. The article talks about this law firm, Seafarth Shaw. They totally revamped their onboarding process using journey mapping. Ooh, tell me they've got rave reviews now. They do, because they listen to their clients. They streamline communication, clarified expectations, made the whole thing way less stressful. It's like taking a messy, confusing process and turning it into like a well-oiled machine. But of course, the article doesn't stop there. Three more challenges come our way. Data, culture, and talent. Am I sensing a theme here? You're good. These aren't just like standalone challenges. They're all connected. It's about this bigger shift that needs to happen within these firms. And the first one, data. That's huge. We're living in a data-driven world, but how do you balance getting those valuable insights while also respecting client confidentiality, especially in the legal field? Right, because that is super sensitive information. You can't just be throwing it around. Exactly. So it's about using data responsibly, being transparent with clients about what you're collecting, why, and making sure it's secure. Data with integrity, got it. What about this whole culture shift? Law firms aren't exactly known for like embracing change, right? True, that. It's a process, and it starts from the top. The article talks about this really interesting generational divide happening in law firms right now. The younger lawyers, those who've like grown up with amazing customer experiences everywhere. They just get it. It's like second nature to them. Exactly. They understand that client centricity isn't some bonus feature. It's essential. So they're shaking things up a bit in a good way. For sure. And as more and more of these digitally native lawyers enter the workforce, those firms stuck in the old ways, they're gonna have to adapt or get left behind. Adapt or die, as they say. Pretty much. And that brings us to the final challenge, and it's a big one, talent. Because delivering this amazing client experience, it requires a new kind of legal professional. Someone who can quote case law and like make you feel warm and fuzzy inside at the same time. It's a tall order, I know. Which is why the article emphasizes hiring for empathy. Okay, so we're talking about those soft skills that everyone always talks about. They're not so soft anymore. In this CX driven world, they're essential. And it's not just about empathy. Tech savviness is huge too. You need lawyers who can actually use technology to make things better for the client. Better communication, smoother processes, the whole nine yards. So the lawyer of the future, they've gotta be a legal expert, tech whiz, and like an empathy ninja, no big deal. It's a lot. But the firms that can find and cultivate this kind of talent, they're the ones who are gonna thrive in the years to come. It's like we're watching this whole profession transform right in front of our eyes. But for those firms that are, you know, dragging their feet, clinging to the old ways, what happens to them? What's the risk of ignoring this whole client experience thing? Well, the article's pretty blunt about it. Client experience, it's not going anywhere. If anything, it's only gonna get more important. It's the future. It is. And firms that don't get on board, they risk getting left behind. It's like Blockbuster all over again. Exactly. Clients have choices. And they're gonna choose the firm that makes them feel valued, heard, you know, not just like another case file. Because it's not just about winning those new clients. It's about keeping the ones you have happy, turning them into like raving fans. Absolutely. It's about building that loyalty that leads to repeat business, glowing referrals, all that good stuff. It's the holy grail. Yeah. But you know, it makes you wonder, if you were starting a law firm today, knowing everything we've talked about, how would you do things differently? Would you put client experience at the very heart of everything? It's a great question. And this article, it really makes you think. Imagine you're building your firm from the ground up. You're not just thinking about like the fanciest office space or the latest legal software. You're thinking about every single touch point a client has with your firm and how to make it amazing. From the first interaction, probably online these days, all the way through like resolving their case and beyond. If you're thinking about technology, but not just any technology, the kind that actually makes life easier for the client, better communication, easy to use portals, stuff that just makes sense. And it wouldn't just be about having the tech, it would be about using it effectively, training your team, making sure everyone's on the same page. And like you said, really leveraging it to build those strong relationships. And you'd probably be looking for a different kind of lawyer, right? Someone who gets it, who understands that empathy, emotional intelligence, that's not just some nice to have anymore. It's a must have, because at the end of the day, people wanna work with people they like and trust. Right. 100%. Yeah. It's about that human connection. Well, this has been a fascinating deep dive. We've covered a ton of ground from the challenges law firms face in this new world to the incredible opportunities out there for those who are willing to adapt. The future is client centric. It really is. And for those of you listening, we wanna hear from you. What are your thoughts on all of this? Have you had any, shall we say, memorable experiences with a company, good or bad, that really highlight the importance of client experience? Share your stories. Exactly. Head over to our website or find us on social media. We wanna keep this conversation going, because this is about more than just law firms. It's about every single business out there. And until next time, remember, keep exploring, keep asking questions, and keep diving deep.