Elevating Client Experience in a Post-Pandemic World

Elevating Client Experience in a Post-Pandemic World

By Debra Baker, Amber Bollman, Simone Hughes
October 05, 2021 | 32-minute episode
Client Services Process Improvement Content Type Podcast Additional Options Content Level: Essential
Marketing Management & Leadership
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Episode: 83

Series Name: LMA SIG Share-Out

Episode Description:
As the world emerges from the pandemic, it’s now more important than ever before for law firms to reevaluate how they create value for clients. In this episode of the LMA SIG Share-Out series, Debra Baker (GrowthPlay), Amber Bollman (Barnes & Thornburg, LMA Client Value SIG co-chair) and Simone Hughes (Gowling WLG) discuss client experience and what it looks like in a law firm environment.

Debra Baker, Managing Director, GrowthPlay
Amber Bollman, Director of Client Service Initiatives, Barnes & Thornburg LLP, LMA Client Value SIG Co-Chair (Moderator)
Simone Hughes, Director of Business Development & Marketing, Gowling WLG

Relevant Links:
Join the LMA Client Value SIG as they explore the hallmarks of high-value client service in the related webinar “Elevating Client Experience in a Post-Pandemic World.”

Series Description:
The LMA SIG Share-Out series spotlights episodes from one or more of LMA’s 10 Shared Interest Groups. This series features best practices, education and more on the hottest topics in legal marketing.

LMA Podcast · Elevating Client Experience in a Post-Pandemic World

Debra Baker

Debra Baker is a journalist turned lawyer focused on helping law firms drive growth and expand client relationships in a profession undergoing dramatic change. At GrowthPlay, she brings more than 20 years of experience to developing strategic growth initiatives focused around revenue generation, client experience and talent development.

Amber Bollman
Barnes & Thornburg LLP

Amber Bollman is the director of client service initiatives at Barnes and Thornburg LLP. She focuses her efforts on improving the experience of the firm’s clients at virtually every level and touch point. Working closely with lawyers and administrative teams, she strives to help deepen client relationships, ensuring that their voices are heard and amplified within our culture and day-to-day operations.

Simone Hughes
Gowling WLG

Simone Hughes has focused her career on optimizing client and employee experience to drive value-based results for complex professional services organizations. She is currently co-leading business development and marketing for Gowling WLG, a global law firm of over 1,400 lawyers and 19 offices.