Last week we attended PI Futures – Where next for the market? Legal Futures, one of the legal sectors leading news resources, has organised the conference for the last 4 years to discuss the future of the personal injury sector.
This year‘s event was held in Liverpool for the first time at the Crowne Plaza, Princess Dock. Delegates were treated to a day jam packed with insightful talks from the biggest names in the personal injury world.
We were pleased to see that the event was a sell-out, with over 300 delegates turning up on the day to understand how the market will shape up in 2017 and beyond – and explore what they need to do to survive the oncoming wave of change.
As stakeholders in the legal market we have found the changes in the market over the last few years have made for interesting watching. The future insights and points of view shared on the day have definitely given us food for thought.
Most legal firms we spoke to on Thursday agree that law continues to have a communication problem as an industry. The rapid pace of modernisation, seen to an even more acute degree this year, means that lots of change is on the horizon. The programme last week included some engaging and interesting speakers (and an intense game of rock, paper, scissors!). Words of wisdom were shared about a range of subjects from marketing advice, changes in customer behaviours, the role of technology and mobile, to the threat of comparison websites for legal services.
Duncan Watts from Google, highlighted in his presentation how law firms could benefit from looking outside of their own sector at how service centred around the customer is delivered in other industries, to help them stay ahead of their competition. We were pleased to hear messages around the importance of ‘customer centric’ business practice repeated throughout the day. We identify strongly with this as our research has shown that there is still evidence of a culture where incoming client enquires are not as highly valued as they could be.
As event sponsors, we took the opportunity to catch up with some familiar faces and meet some new ones to discuss the results of our Legal Services Communication Report 2016 (and treat them to macaroons and fizz).
The report is based on Secret Shopper research commissioned by ourselves and carried out by Shoppers Anonymous. We called 30 leading law firms at three different times in the day to find out how well they responded to incoming calls requesting a quotation for a relatively simple legal service. We are now in the third year of this report and the findings continue to fascinate us.
Lean, technology based law firms who think from the customer’s point of view will make the new world work and Concert is in the perfect position to help firms to achieve these goals.
You can download a copy of our Legal Services Communication report for FREE here.
We will be attending Legal Futures Annual Innovation Conference on 8th November. The conference will showcase those at the forefront of changing the way legal services are organised and delivered. We are again sponsoring the event, showcasing how our cloud telephony technology can help firms sell more, serve better and grow faster. If you are attending then do let us know, lets grab a coffee on the day.