In December, Robyn Addis, Chief Revenue Officer at 9Sail, and 9Sail’s Client Success Manager, Jordanna Kalkhof, discussed how improving client experience can set law firms apart in a competitive market. Read on to hear their thoughts on how law firms can enhance client experience by reducing friction, leveraging technology and data, adopting service-minded processes, and implementing a 90-day roadmap for improvement as they look ahead to 2026.

Key Takeaways:

1. Enhancing client experience—especially by minimizing friction throughout the client journey—is critical for law firms aiming to stand out in a competitive marketplace.
2. Law firms should leverage data, feedback surveys, and analytics to identify and address pain points in their client intake and service processes.
3. Proactive communication, personalized service, and adopting best practices from leading B2C companies are essential strategies for meeting modern client expectations.
4. Implementing a structured 90-day action plan, beginning with audits and quick intake fixes and progressing to technology evaluation and ongoing measurement, can drive significant improvements in client experience.