How customer experience (CX) is driving competitive advantage for IP law firms

JEFF VAN HOOSEAR
Partner, Co-Chair of the Trademark Practice Group
Knobbe Martens
HARMONY MERWITZ
Chief Commercial Officer
Prime360
KERRI NELSON
Chief Strategy Officer
Clarivate

Intellectual property law firms face growing client expectations for speed, efficiency and value. This is forcing firms to reexamine every aspect of their client service—from how they handle client requests to how they bill for services.

During this webinar, Jeff Van Hoosear, Partner, Co-Chair of the Trademark Practice Group at Knobbe Martens, will examine this new landscape from the IP law firm perspective. Meanwhile, Harmony Merwitz, Chief Commercial Officer at Prime360 and Kerri Nelson, Chief Strategy Officer at Clarivate will share how a customer-first strategy can equip organizations to thrive in today’s demanding environment.

We will be covering the following topics:

  • Current IP legal industry trends and changing client demands
  • Why a customer-first business model is crucial for client retention
  • Strategies for managing the customer experience (CX) in IP law firms
  • How Customer Journey Mapping can help firms focus on the “Moments of Truth” that drive client satisfaction
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