BLTF Conversations Continued: How and Why Does Client Experience Impact the Balance Sheet?
March 31 @ 12:00 pm - 1:00 pm
At BLTF 2026, Legl hosted a panel discussion on The Connected Client, and we asked a simple question: if you believe your clients are your firm’s most valuable asset, why doesn’t your firm measure their experience? Most hands in the room went down. This webinar picks up that conversation and goes further – exploring the direct link between client experience and firm revenue, with real data from real law firms.
In 60 minutes, we’ll cover:
- The cost of friction – what 14 client touchpoints before a matter begins actually costs in drop-off, conversion, and time-to-revenue
- The revenue case for CX – how a 10% increase in referrals generated £1M in additional revenue, and what smart payment tools do to your cash flow (hint: 11-hour average settlement time)
- The ownership gap – what happens when no one in the firm owns client experience, and how to fix it
- Live Q&A
This session is for law firm leaders, COOs, heads of operations, and anyone responsible for growth, client relationships, or the firm’s commercial performance.
Continuing the conversation from BLTF – but you don’t need to have attended to get value from this.