Program Details
2026-09-17 10:00:00
Over 1,000+ webinars
Course Overview
2026-09-17 10:00:00
2.5h CLE Credits
Intermediate
2.5
10:00 am - 10:30 am ESTTools do not fail because they are bad; they fail because teams do not trust or adopt them. This session focuses on the change management side of client experience, showing how to move a firm from a handful of power users to genuine firm wide adoption of its CX tools. Attendees leave with practical steps to build trust, drive adoption, and make new processes stick.
Speakers: Brian Page
Brian Page 10:35 am - 11:05 am ESTThe biggest hidden tax on a firm is a firefighting culture. When every day is reactive, efficiency suffers, good people leave, and clients feel the strain. This session reframes culture as an outcome rather than a recipe: build the proactive habits and systems, and an elite client first culture follows. Attendees leave with practical ways to reset team habits, reduce turnover, and make gift giving proactivity the default.
Speakers: Travis Howard
Travis Howard 1:15 pm - 1:45 pm ESTMost firms do not track or measure client experience with any real discipline, while healthcare has built entire systems around the patient experience. This session brings those lessons across, showing how to design the client journey intentionally, measure it, and improve it. Attendees leave with concrete techniques, borrowed from healthcare, for building an experience around the client.
Speakers: Jeff Robbins
Jeff Robbins 1:50 pm - 2:20 pm ESTClient Intelligence and AI automation are powerful, yet most firms only scratch the surface at the individual level rather than the organizational one. This session lays out a real augmentation playbook: the policies, procedures, and habits that let a firm use Case Status automations and AI to engage clients consistently while keeping people in control. Attendees leave with a framework they can operationalize across teams.
Speakers: Erik Montaña
Erik Montaña 3:20 pm - 3:50 pm ESTWith so many legal tech vendors and so much overlap, it is genuinely hard to know how to build a stack. This session helps operators cut the noise and avoid the two common traps: the overpromising super provider and the cheap knock off. Attendees leave with a clear approach to evaluating vendors and assembling a stack that serves the firm and its clients.
Speakers: Patrick Iyampillai
Patrick IyampillaiBrian Page is the Chief Legal Officer of Trust Guss Injury Lawyers, and his practice focuses exclusively on personal injury.
Travis Lee Howard is a Partner and the Chief Operating Officer of CGH Injury Lawyers, a Denver-based trial firm serving clients across Colorado, and an entrepreneur, author, and leadership advisor who works with founders on building organizations where both people and performance thrive.
Jeff Robbins, MS, CPXP, is the Client Experience Officer at Poulin Willey Anastopoulo. He came to legal client experience from a background in patient and client experience leadership, and now leads the firm’s initiatives to elevate the client journey and strengthen relationships across the firm.
Erik Montaña is the Chief Strategy Officer of Smith Clinesmith LLP and a member of the firm’s executive leadership team. He spearheads the firm’s AI implementation and business process optimization, driving its vision across marketing, information technology, data analytics, and strategic business growth.
Patrick Iyampillai is a Co-Managing Partner of Hale Law who has devoted his entire legal career to representing injury victims — and only injury victims.
Brian Page is the Chief Legal Officer of Trust Guss Injury Lawyers, and his practice focuses exclusively on personal injury.
Travis Lee Howard is a Partner and the Chief Operating Officer of CGH Injury Lawyers, a Denver-based trial firm serving clients across Colorado, and an entrepreneur, author, and leadership advisor who works with founders on building organizations where both people and performance thrive.
Jeff Robbins, MS, CPXP, is the Client Experience Officer at Poulin Willey Anastopoulo. He came to legal client experience from a background in patient and client experience leadership, and now leads the firm’s initiatives to elevate the client journey and strengthen relationships across the firm.
Erik Montaña is the Chief Strategy Officer of Smith Clinesmith LLP and a member of the firm’s executive leadership team. He spearheads the firm’s AI implementation and business process optimization, driving its vision across marketing, information technology, data analytics, and strategic business growth.
Patrick Iyampillai is a Co-Managing Partner of Hale Law who has devoted his entire legal career to representing injury victims — and only injury victims.
Requirements
The Alabama State Bar MCLE Commission requires attorneys to complete 12 credits, including 1 ethics, by December 31 of each year. All credits must be reported by February 15 of the following year. A maximum of 12 credits, including 1 ethics credit, may be carried over for 1 year only.
Formats
