Law Firm CX Key Considerations for 2026

As the year gets underway I find my thoughts naturally gravitating to the crucial component of Client Experience (CX). 
 

The turn of the year and the advance to springtime is a natural time for reflection, gratitude, and forward-planning. So, let’s take a look at the current CX priorities for law firms and see what truly makes a memorable, engaging experience for 2026.

Three Core Priorities

If we look at what clients and market trends are demanding right now, three core priorities emerge that all law firms should be focusing on this December and beyond.
 

1. Effective Enquiry Follow-Up

A potential client's first interaction with your firm is perhaps the most critical moment in the entire CX journey. It sets the tone for everything that follows. Clients rate speed and responsiveness as paramount, and sadly, this is where many firms drop the ball.

• The 15-Minute Rule: Research consistently shows that the chance of qualifying a lead drops significantly after just 15 minutes. We must treat every initial enquiry, whether via phone, email, or website form, as an urgent, high-value opportunity. Implementing a strict internal protocol for acknowledgement and initial contact within minutes, not hours, is essential.
• A Personalised Approach: The follow-up shouldn't be a generic auto-reply. It must involve a human touch, ideally from a dedicated Client Relationship Specialist or an assigned fee-earner, acknowledging the specific nature of the enquiry and setting clear expectations for the next step. This immediate human connection stops the client from simply moving on to the next firm on their Google search list.
   

2. The Seamless Digital-Human Blend

The legal sector has successfully leveraged technology to enhance efficiency, but the real CX prize lies in using that tech to enable better human connection, not replace it.

• AI and automation are here to help our lawyers become super-lawyers. By automating repetitive administrative tasks, like initial client intake forms, basic document drafting, or even generating timesheets, we free up our fee-earners' most precious asset: time for high-value client interaction. This allows our teams to focus on the essential human aspects: judgement, emotional intelligence, and building trust.
• The Digital Gateway: A smooth, secure digital onboarding process, using electronic signatures and ID verification tools, is no longer a ‘nice to have’; it’s expected. This is the firm’s main entrance in the digital age. But crucially, this must quickly lead to a named, accessible human being. Our investment in tech must always aim to make the client’s life easier, not just ours.
   

3. Value Beyond the Matter

Clients, particularly corporate, are looking for partners, not just suppliers. They are seeking transparency and certainty in their working relationships.

• Proactive Updates and Certainty: While fixed fees might not suit every firm structure, clear communication on pricing and progress is universal. Clients hire us for our expertise, but they evaluate us on their journey. An email that simply says, “I haven’t forgotten about you; the next stage is [X] and is due on [Y]” can completely reset their anxiety. We must use technology such as client portals, case management systems, to provide real-time status updates and end the ‘chasing for an update’ culture.
• ESG Partnership: Environmental, Social, and Governance (ESG) considerations are increasingly vital for both recruitment and client retention. Clients want to work with firms whose values align with their own. By demonstrating our commitment to sustainability and diversity, we are showing them that we share their vision for a responsible future, a genuine act of good corporate citizenship.

Looking Ahead to 2026

As we move into the opportunities of 2026, I believe the focus for CX will shift from simple efficiency to true competitive differentiation.

Ideally, we need to make firm-wide commitments to enhance the client journey:
 

Personalised Proactive Advice: We must start using data analytics to spot emerging risks (e.g., changes in regulation, litigation trends) that might affect a specific client before they even ask. This moves us from reactive service to proactive strategic partnership.

Measuring the Effort: We should consider introducing the Client Effort Score (CES). Instead of just asking for satisfaction (NPS), we need to ask: "How easy did we make it for you to work with us?" Lower client effort directly correlates with loyalty and retention.

Embedding an Innovation Culture: We must encourage junior staff to use a small slice of their time (e.g., 5%) for innovation projects. They are the firm’s future, and they are already tech-savvy. An innovative internal culture naturally breeds a better external experience.

AI and Regulatory Foresight: We should assign a cross-functional team (legal, IT, compliance) to monitor the evolving regulatory position on AI. Being an early, compliant adopter of sophisticated GenAI tools for internal research will be a massive differentiator in speed and depth of service.
 

My Conclusion

The principle of putting the client's needs at the centre of our service design is non-negotiable for success in 2026. Getting that initial follow-up right, providing transparent communication, and ensuring a human touch within a digital framework are the core CX essentials for law firms today.
 

As we look to the future, let’s remember that the true value we can give our clients is not just our legal expertise, but a thoughtful, transparent, and seamless experience. That level of dedication won’t just win us repeat business; it will turn our clients into our most passionate advocates.

Let's Keep the CX Conversation Going

I believe the future of legal practice hinges on CX innovation. If you want to stay ahead of the curve and be kept informed of the latest advancements, connect with me on LinkedIn today I look forward to hearing your firm's plans for 2026!

Shaun Cremins is CX director at insight6, the Customer Experience (CX) specialists.