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Why Focusing on Client Experience Is Critical and How to Get Started
You have probably heard countless stories about how the pandemic has forever changed the legal sector. From remote and hybrid working environments to desperately needed technology and security upgrades, things are undoubtedly different. One of the shifts with the most impact in the marketplace involves the way client expectations have drastically changed.
Client expectations have been changing for some time; however, like many things, the change accelerated over the last two years. In fact, Talkdesk reports that most customers have higher expectations than before the pandemic. Perhaps the intersection of the pandemic with the rise of digital natives as decisionmakers created the perfect recipe for increased client expectations. The shift could also be a result of clients becoming increasingly comfortable with digital technologies and self-service options in a remote world.
Whatever the hypothesis, today's clients expect service to be exceptional, tailored, immediate and — most importantly — simple.
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