client service delivery

What good service means to FCW’s managing director
Given the breadth of market change in recent years, lawyers whose service delivery does not evolve will not keep up....
04 June 2025
By Jerome Doraisamy
More than the performance: Why operational maturity is the missing link in client experience
In legal services, client experience (CX) has firmly taken its place as a critical business priority, but it is still...
08 May 2025
By Kim Wiegand
AI will breed deeper, smarter lawyer-client relationships
It is inevitable that relationships between law firms and in-house teams will evolve in the age of artificial...
07 May 2025
By Jerome Doraisamy
The billable hour’s enduring value in the age of AI
New technologies can and will force changes to practice methodologies, but – for some lawyers and firms – the...
08 April 2025
By Jerome Doraisamy
Are your clients in the firing line of ACCC’s annual priorities?
The ACCC has made its priorities clear. Now is the time for lawyers to help clients get ahead of potential...
28 February 2025
By Madelaine Holt
Declining marriage rates coincide with rise in ‘grey divorce’
An increase in the number of “grey divorces” means couples need to work with family lawyers to ensure equitable...
26 February 2025
By Harry Dunk
Dentons’ Aussie chair and global CEO on regional opportunities and doing ‘more than law’
In a recent sit-down with Lawyers Weekly, the new Australian chair and global chief executive of BigLaw firm Dentons...
25 February 2025
By Jerome Doraisamy
Client expectations for efficiency in the age of AI
The advent of artificial intelligence has led some clients to expect speedy turnarounds from their lawyers. This...
16 January 2025
By Jerome Doraisamy
Is client demand set to spawn an era of value pricing?
Evolving expectations from clients, together with the continued embrace of new technologies, will see non-traditional...
14 January 2025
By Jerome Doraisamy
Tech-inspired competition looms for small firms in 2025
In the new year, technology will “empower smaller firms to compete like never before”, one general manager...
09 January 2025
By Jerome Doraisamy
Report: Superior client service top priority for majority of midsize firms
For midsize law firms, key priorities for 2025 are talent retention and superior client service, new research from...
28 November 2024
By Lauren Croft
Can lawyers be too client-centric?
Being “client-centric” has almost become a cliché in the way firms describe themselves. However, some leading...
11 November 2024
By Andrew McKenzie
Arbitration preferable to slow and expensive court processes
The court system in Queensland is too slow, expensive, and unpredictable, with people seeking justice often better off...
25 September 2024
By Dan Creevey
Adapting your firm during periods of low client retention and cash flow
In times of low client retention and cash flow, law firms must adopt innovative and cost-effective strategies to boost...
22 July 2024
By Amanda Little
Firms that simply increase charge-out rates are selfish, fat, and lazy
Increasing prices is certainly one lever that can be used to help balance firm budgets, but I’d argue that law firms...
16 July 2024
By Travis Schultz
Understanding the vicious cycle: Representing DV offenders who are also the victims
I am often asked why I represent people that commit family violence. Here is my answer, writes Lauren...
12 July 2024
By Lauren Cassimatis
Balancing client demands and employee wellness
In today’s dynamic professional arena, the legal profession is undergoing a notable transformation in workplace...
23 May 2024
By Grace Robbie
How to tell firms what you need and like
Law departments that invest meaningful time in communicating processes, objectives, and outcomes with their external...
14 May 2024
By Jerome Doraisamy
Why practising law lends itself to being in an office
It is vital for legal professionals to deliver their services in person to clients and leverage workspaces to develop...
05 March 2024
By Malavika Santhebennur
Lawyers have ‘not been maximising the potential of technology to grow and advance’
In an era in which sectors across the board are rapidly embracing emerging technologies, the legal profession does not...
19 February 2024
By Jerome Doraisamy