Learning Package | Attract & Retain Clients

Carl White

Director at PwC Newlaw

Founding Director and Principal at CXINLAW

Carl entered the legal profession with Ashurst (UK) in 2002 and founded CXINLAW in 2012. Since that time he’s led a passionate team of legal people and experience makers who develop the service culture and client experience advantage of law firms. Carl has expertise in L&D and employee experience, OD and service design. He studied theatre arts and practice at the Royal Academy of Dramatic Art (RADA) in London before forging a unique career path in the services sector and law. In 2019 Carl became a faculty member and Distinguished Fellow at the Centre for Legal Innovation. Carl has authored market-leading research supported by the College of Law and ALPMA and is now a recognised expert in law for Client Experience.

Carl joined PwC NewLaw as a Director to scale CX and legal transformation on the global stage in 2021.

As a founding director of CXINLAW in the UK and Australasia, Carl has a background in employee engagement, customer experience management, organisational development and training within law and 15 years’ experience in retail operations.

Passionate about the impact of Client Experience Excellence in professional services, Carl White entered the legal sector with Ashurst (UK and Europe) in 2002. He co-authored the highly-regarded ‘Customer Experience in Law’ report in 2012 and led the market-leading Australian CXINLAW research in 2015 and 2018 that examines the Client Experience Advantage for law firms, in association with ALPMA.

In 2018 Carl was invited to become a faculty member of the Centre for Legal Innovation at the College of Law. He has presented on Client Experience to Australia and New Zealand law societies, Law Institute of Victoria (LIV), and ALPMA. He is the former Vice President of the Continuing Legal Education Association Australasia (CLEAA) and faculty member of Queensland Law Society teaching client care and Client Experience on the Practice Management Course (PMC). Carl is acknowledged as a Client Experience champion and influencer in the legal sector.

Tim Corcoran

Principal at Corcoran Consulting Group

Timothy B. Corcoran is a keynote speaker, consultant, author, and legal commentator. With deep experience spanning over two decades as a corporate executive, he guides law firm and law department leaders through the profitable disruption of outdated business models.

As a change agent, Tim’s focus is on helping law firms operationalise their strategy: profiting from experience through project management and process improvement; embracing profitable alternative fee arrangements; assessing and redesigning partner compensation plans; designing new financial metrics and dashboards; building or reorganising an effective ecosystem; training current and future leaders; succession planning; refining business development skills; and launching new technology tools. Tim helps law departments embrace performance analytics, better hire and manage outside counsel, and ultimately improve business velocity.

Tim is a member of the Legal Marketing Association Hall of Fame and served as its President, he’s a Fellow and Trustee of the College of Law Practice Management, active with the Association of Legal Administrators and ALPMA, and is a sought-after speaker and writer on topics related to the changing business of law. Tim also authors the widely read Corcoran’s Business of Law blog.