Legal Client Experience Summit 2025 -Track II (Presented by Case Status)

Christy Granieri | Freeburg & Granieri, APC

Christy W. Granieri is a founding partner of Freeburg & Granieri, APC. She has over a decade of experience with all aspects of employment litigation, including lawsuits involving claims of wrongful termination, breach of contract, whistleblowing, wage and hour violations, retaliation, discrimination or harassment claims based on age, race, gender, sex, pregnancy, national origin, sexual orientation, mental or physical disabilities. She also has extensive jury trial experience throughout California. Christy has litigated cases in both state and federal courts as well as before administrative agencies like the California Division of Labor Standards Enforcement (DLSE), the California California Civil Rights department (CCRD), and the Equal Employment Opportunity Commission (EEOC).

In addition to her litigation skills, Christy also represents and counsels employers on various employment related matters, including discrimination, unlawful harassment, wrongful termination, unfair business practices, and wage and hour issues. She provides human resource advice to employers, including how to satisfy California’s harassment training requirements, proper investigation of employee claims, drafting handbooks and manuals, and assisting employers on navigating the complicated interplay of state and federal leave laws. Her experience representing illegally treated employees gives her a unique perspective when advising her employer clients on how to best handle personnel issues.

Prior to founding Freeburg & Granieri, APC, Christy was a partner at a boutique employment litigation firm in Pasadena.

In her spare time, Christy enjoys finding new restaurants with her husband, and playing with her Cavalier King Charles Spaniel.

Ryan McKeen | McKeen Law, LLC and Best Era

As a co-founder of Best Era, LLC, my extensive background as a lawyer and law firm owner drives my commitment to helping the legal community thrive. With over 18 years in trial and litigation, I’ve led the Connecticut Trial Firm to significant achievements, including a landmark $100 million jury verdict.

I am dedicated to enriching the legal field by sharing insights from my experience. I co-authored the best-selling books “Tiger Tactics: Powerful Strategies for Winning Law Firms” and “CEO Edition,” and regularly speak at national legal conferences on topics including innovative marketing, artificial intelligence, law’s future, and effective management.

Our firm’s recognition includes membership in the Multi-Million Dollar Advocates Forum and repeated honors as an Inc. 5000 firm. The Hartford Business Journal recognized Connecticut Trial Firm, LLC as the third best place to work in Connecticut in 2023 and 2024, and Law Firm 500 listed us as the tenth fastest growing firm in the U.S.

I am committed to a life of generosity, openness, and gratitude, values that guide both my professional and personal endeavors.

Lawrence LeBrocq | Grabler & LeBrocq, P.C.

Lawrence A. LeBrocq is a practicing attorney and Managing Partner at Garces, Grabler & LeBrocq, P.C. Supported by decades of experience, he is a widely recognized authority on personal injury law.

Jeff Robbins |DM Injury Law

Jeff Robbins, MS, CPXP is the Director of Client Experience at DM Law, where he leads initiatives to elevate the client journey and strengthen relationships across the firm. With a background in patient and client experience leadership, Jeff brings deep expertise in building feedback-driven programs, coaching professionals, and creating cultures centered on trust, communication, and empathy. At DM Law, he works closely with attorneys and staff to ensure every client feels informed, supported, and valued throughout their case. His passion lies in transforming professional services through experience-driven strategies that improve outcomes for both clients and firms.

Jay Stefani | Levinson and Stefani Injury Lawyers

John A. “Jay” Stefani is a trial attorney and managing partner at Levinson Stefani Injury Lawyers in Chicago, where he represents individuals and families in trucking collisions, car crashes, and wrongful death cases. A graduate of DePaul University and DePaul College of Law, Jay has dedicated his career to standing up for injury victims, earning repeated recognition as an Illinois Super Lawyer, a Top 100 attorney, and a Leading Lawyer. His reputation is built on both his courtroom advocacy and his commitment to guiding clients through some of the most difficult times of their lives with skill and compassion.

In addition to his practice, Jay is actively involved in the legal community nationwide. He serves in leadership roles with the American Association for Justice, including as Membership Liaison for its Motor Vehicle Section, and has contributed to educational programs at DePaul University College of Law. He has published on issues of technology, privacy, and identity, reflecting his wide-ranging legal interests. Outside of his professional work, Jay enjoys cooking, traveling, cheering on Chicago sports, and spending time with his family.

Todd Lucas | DM Injury Law

Todd Lucas has always been competitive, so a career as a personal injury lawyer has suited him his entire life. Since his first settlement, he has proven his dedication to his clients by always handling his cases ethically and putting his clients first.

Todd came from a predominantly legal family, so it seemed only natural that he attends the University of Missouri School of Law, where most of his relatives attended. Since 2015, he has handled a wide variety of catastrophic injury cases, including car accidents, motorcycle accidents, wrongful deaths, and more.

While Todd still handles several cases, he also serves as the firm’s Chief Revenue Officer. There is no case too big or too small for Todd and his team. He has received many accolades, including membership in the Multi-Million Dollar Advocates Club, Missouri and Kansas Super Lawyers, Top 40 Trial Lawyers Under 40, and more.

Todd came from a predominantly legal family, so it seemed only natural that he attended the University of Missouri-Columbia School of Law, where most of his relatives had attended before him. As a result, he is a die-hard Mizzou fan.  Todd spends most of his free time with his wife and two children, but when he gets the chance, he loves playing golf with friends.

Chris Keller | Keller Swan Injury Attorneys

Christopher J. Keller is an experienced plaintiff’s personal injury attorney. He concentrates his practice in the areas of Wrongful Death, Auto, Truck, Train, and Motorcycle Accidents, and Premises Liability.

Before founding Keller Swan Injury Attorneys, Chris practiced personal injury at a well-known West Palm Beach law firm, where he successfully resolved over 300 matters through settlement or trial. Mr. Keller began his legal career as an Assistant State Attorney in both Miami-Dade and Palm Beach Counties. Having conducted over 200 jury trials, Mr. Keller is no stranger to the demands of the courtroom. His extensive trial experience and passion for the practice of law allow him to make the maximum recovery for his clients.

Mr. Keller is committed to assisting clients in resolving their personal injury matters efficiently and amicably. While ready and willing to litigate, he is mindful of other financially and emotionally cost-effective alternatives, including mediation. Mr. Keller understands each client is unique; he is committed to diligently working with clients to execute strategies that resolve their matters under the most appropriate circumstances.

Chris Keller is a member of the Palm Beach County Bar Association, the Florida Justice Association, and the Palm Beach County Justice Association. He currently serves on the Board of Directors of the Palm Beach County Justice Association. He is the past Chair of the Florida Justice Association, Young Lawyers’ Section.

Mr. Keller has been honored and recognized as a Rising Star (2014-2020) by Thompson Reuters Super Lawyers, an industry rating system that is peer-driven.

Chris Keller is also the host of the First Light Podcast, where he explores how intentionality in the early morning hours can fuel success in all aspects of life. Through his work and platform, Chris aims to empower individuals to reach their full potential, embodying the principles of perseverance, leadership and purpose.

Mr. Keller is originally from Kentucky. He graduated cum laude from the University of Kentucky and attended law school at Ohio Northern University. He now resides in Jupiter, FL, with his wife, and their three children.

Constance Anastopoulo | Charleston School of Law

Prior to coming to the Charleston School of Law, Anastopoulo served as senior litigator in the civil litigation division of the Charleston Law Firm of Poulin, Willey, Anastopoulo, LLC, where she managed the appellate practice for the firm. She was lead counsel in the seminal case of Gaskins v. Southern Farm Bureau, which was chosen one of the ten most important decisions in South Carolina juris prudence by S.C. Lawyer Magazine when it was decided.

In 2009, Anastopoulo authored the Amicus Curie Brief on behalf of the League of Women Voters of South Carolina in the case of Segars-Andrews v. Judicial Merit Selection Committee, et al. The brief received national attention for its comment on the judicial selection process. She has also published several articles on Insurance Law, Torts, and Professional Responsibility and serves as an expert in insurance law cases.

Anastopoulo has served on the Board of My Sister’s House, Inc., a non-profit shelter for domestic violence victims, the Advisory Board of the Women and Gender Studies at the College of Charleston, as Vice President of the League of Women Voters, and is a past president of the Daughters of Penelope Philanthropy.

In 2018, Anastopoulo was selected to run for Attorney General of South Carolina and was the first woman in the history of S.C. politics to run for the Attorney General’s office.

In 2023-24, Anastopoulo was a Visiting Professor of Law at UCLA School of Law reaching Insurance Law and Professional Responsibility.

She is a member of the S.C. Bar, the Charleston Bar Association, and the S.C. Women Lawyers Association. She is admitted to the S.C. Supreme Court, the S.C. Court of Appeals, the U.S. Court of Federal Claims, the U.S. District Court, 4th Circuit, and the U.S. Court of Appeals, 4th Circuit. She teaches primarily in the areas of Torts and Insurance Law but also teaches Evidence and Professional Responsibility.

Ruby Powers | Powers Strategy Group

Founder of Powers Law Group, P.C., a Houston-based, full-service immigration law firm and is Board Certified in Immigration and Nationality Law.

She is a frequent national and international speaker, author, and media resource on the topics of immigration law and policy and law practice management. Her expertise and advocacy efforts have been featured in the Washington Post, CNN, NPR, the New York Times, BBC World News, and beyond. She is a child of an immigrant and married to an immigrant and has lived in six countries.

She has represented individuals from more than 25 countries for asylum in the United States, affirmatively and defensively.

In 2019, AILA published her book “Build and Manage Your Successful Law Practice (Without Losing Your Mind) and in 2020, Powers began providing law practice management consulting services with Powers Strategy Group, LLC.

She has served as AILA’s Law Practice Management Committee Chair, Vice Chair for the Media Advocacy Committee, TX, NM, OK Chapter Advocacy (Co-) Liaison and various conference committees. She is a member of Rotary and serves on various boards including the Police Officers’ Civil Service Commission and the Harris County Commissioner Precinct 2, Immigration Advisory Committee. She previously served on the State Bar of Texas Law Practice Management Committee and as the Houston Bar Association Law Practice Management Section Chair.

She is a graduate of the University of North Carolina School of Law, Goldman Sachs 10,000 Small Businesses, Leadership Houston, and American Leadership Forum. She is a former candidate for public office and advocate for her immigrants and her community at large.

Bill Biggs | Garces, Grabler & LeBrocq, P.C

Bill Biggs (LPDHP) is a nationally recognized law firm leadership and culture strategist, known for his guiding principle: Love Your People & Demand High Performance. He currently serves as Executive Director at Garces, Grabler & LeBrocq, consults with firms like Walter Clark Legal Group and Price Benowitz, and is a leadership strategist with Vista Consulting. As founder of Biggs & Associates, he also advises elite athletes and sports franchises on brand and messaging strategy. Bill created the Law Firm Leadership Summit and hosted the Transforming the Culture of Law podcast, advancing conversations on organizational health and client experience. A graduate of Texas A&M (Phi Kappa Phi) with executive training from Harvard Business School, he lives in College Station, Texas, with his wife, two sons, and a pack of dogs.

Ben Leader | Elrod Pope

Ben Leader, a Rock Hill native and second-generation attorney, attended Northwestern High School and graduated from Clemson University in 2010 with a Bachelor of Arts Degree in Political Science, and a Minor in Legal Studies. In 2013, Ben received his Law Degree from Campbell University’s Norman Adrian Wiggins School of Law in Raleigh, North Carolina.

During his time in law school, Ben worked for the Honorable Chief Judge John C. Martin of the North Carolina Court of Appeals, and he also worked for a small plaintiff civil litigation firm. Following law school, Ben served as Law Clerk to the late Honorable John C. Hayes III, of the Sixteenth Judicial Circuit of South Carolina. Ben describes his clerkship with Judge Hayes as one of the best years of his life, and he is forever grateful for the mentorship and guidance he received from Judge Hayes.

Ben’s father, Jack Leader, has been an attorney with Elrod Pope since 1989. While Elrod Pope has always been a big part of Ben’s life, he made the decision to follow in his father’s footsteps and officially joined Elrod Pope Accident & Injury Attorneys as an Associate Attorney in 2014. Ben was later named a Partner in 2019. Ben has always viewed his dad as his biggest role model and closest friend and being able to practice law along his dad’s side for more than a decade has been an incredibly rewarding experience that he will always cherish.

Ben now focuses his practice on all types of Personal Injury cases. He has successfully resolved more than 750 injury claims and collected millions of dollars on behalf of his clients. While Ben prides himself on providing high quality service and results to his clients, he is most proud of the strong relationships that he builds with each and every client that he represents.

Ben is now one of the firm’s Managing Partners, overseeing the Intake and Marketing Departments. Ben’s strategic insight on managing and growing a law firm has resulted in him being invited to be a guest speaker at national legal conferences, and also on various legal podcasts. When not working in or on the law firm, Ben enjoys spending time with his wife, Lauren, and their two sons. He also enjoys traveling, playing golf, and avidly supporting his beloved Clemson Tigers.

DAY 1: Thursday, September 25

The Efficiency Engine: Powering Growth with a World-Class Client Experience | 10:00am – 10:25am

In today’s competitive legal environment, efficiency isn’t just about doing more with less — it’s about building a client experience that powers firm growth. In this session, Christy Granieri, Founding Partner at Freeburg & Granieri, APC, shares how her firm scaled from two lawyers to a thriving practice by prioritizing efficiency, technology adoption, and transparent client communication. Attendees will learn practical ways to streamline operations, reduce friction, and create a world-class client journey that increases satisfaction, drives referrals, and fuels profitability.

Speaker: Christy Granieri (Founding Partner, Freeburg & Granieri, APC)

• Why efficiency matters
  • Eliminating long waits, confusing jargon, and unnecessary delays for clients
  • Driving firm growth through higher case volume, better responsiveness, and retention
• Communication transformation
  • Problems with email “black holes”
  • Leveraging Case Status to centralize updates, build trust, and reduce check-in calls
• Technology in drafting & discovery
  • Tools like Eve Legal, Clio Draft, and LegalMation to streamline document creation and discovery responses
  • Reducing client burden with simple document uploads and automation
• Benefits for clients and firms
  • Faster turnaround times and lower costs
  • Improved consistency and reduced errors
  • More time for lawyers to focus on case strategy and client advocacy
• The bigger picture
  • Efficiency as a client-centered approach — delivering clarity, speed, and value
  • Using technology as a competitive advantage to create a modern, client-focused practice

The Space to Be Unreasonable: Reimagining the Law Firm Experience | 10:25am – 10:45am

This talk challenges the “business as usual” law-firm model and shows how to engineer reliable service so you have the space to deliver unreasonable (above-and-beyond) hospitality for clients and staff. By systematizing the basics and letting technology handle the routine, firms can create human moments that build trust, loyalty, and a distinct competitive edge.

Speaker: Ryan McKeen (Co-Founder, McKeen Law / Best Era)

• Service vs. hospitality: What you do vs. how people feel—and why most firms leave hospitality to chance
• Systematizing the expected: First-contact, updates cadence, bad-news scripts, and offboarding checklists to make excellence repeatable
• Measuring and training for consistency: Write it down, train everyone, and track adherence
• Creating “space to be unreasonable”: Small, surprising human touches that aren’t billable but are unforgettable
• Tech vs. human work: What automation should handle—and what only people can do (comfort, trust, emotional navigation)
• The paradox: How tighter operations free capacity for authentic, human connection—the future-proof differentiator

Break | 10:45am – 11:15am

Exceeding Client Expectations During Rapid Growth | 11:15am – 11:40am

Growth brings both opportunity and challenge for law firms. As client volume increases, the risk of inconsistent service, communication breakdowns, and cultural drift rises. In this session, Lawrence LeBrocq, CEO & Managing Partner of Garces, Grabler & LeBrocq, P.C., shares how his firm has scaled rapidly while exceeding client expectations. Drawing on real-world strategies, he will explore the balance of people, process, platforms, and principles needed to grow without compromising client trust. Attendees will leave with practical frameworks for sustainable expansion, actionable technology insights, and ethical considerations tied to client communication and confidentiality.

Speaker: Lawrence LeBrocq (Chief Executive Officer & Managing Partner, Garces, Grabler & LeBrocq, P.C.)

• Risks of Rapid Growth: Delegation, inconsistent service, fragmented communication, and tech adoption gaps.
• Rising Client Expectations: Demand for personalized care, transparency, 24/7 accessibility, and proactive updates.Strategic Framework (“4 Ps”):
  • People – caseload caps, specialized pod structure, training, and team alignment
  • Process – quality assurance, valuation meetings, and structured communication cadence
  • Platforms – adoption of CMS, client engagement tools (Case Status), AI for intake and document management
  • Principles – data-driven growth, ethics, transparency, and client dignity
• Metrics that Matter: NPS, response times, case velocity, Google reviews, and referral volume.
• Ethical Duties in Scaling
  • Communication obligations (ABA Model Rule 1.4)
  • Confidentiality safeguards in scaled communications (Rule 1.6)
  • Technological competence (Rule 1.1, Comment 8)
• Balancing Growth & Service: Measuring success by whether firms are serving more clients better—not just faster

Signal versus Noise: Building Client Loyalty, One Insight at a Time | 11:40am – 12:00pm

With data everywhere, the real advantage is spotting the signals that matter. Jeff Robbins shares a practical playbook to turn reviews, surveys, and engagement data into action—using personalized closedloop responses, AI summaries of sentiment and blockers, and a purposeful “Fond Farewell” that leverages the Peak–End Rule to lock in loyalty. You’ll leave with quick-win tactics that amplify signals and reduce noise to improve outcomes.

Speaker: Jeff Robbins (Director of Client Experience, DM Injury Law)

• Data → Information → Insight: frameworks to distinguish signal from noise
• Signal amplification and trying insights into operational impact
• Personalized closed-loop feedback: 4-part response framework (Thank, Be Specific, Reinforce, Invite Action)
• Reviews as ranking signals: what Google looks for and how responses boost SEO & click throughs
• AI summaries for sentiment, blockers, and follow-ups
• Measuring experience: stage-based NPS and key drivers (communication, emotional support, continuity, transparency)
• Designing the “Fond Farewell”: applying the Peak–End Rule to create salient moments and lasting loyalty

Lunch | 12:00pm – 1:30pm

Intake That Builds Loyalty: Implementing Modern Strategies | 1:30pm – 1:55pm

A client’s journey begins long before a case is opened — and the intake process sets the tone for loyalty that can last a lifetime. Drawing on his experience leading intake teams and shaping legal technology solutions, Paul Granieri will share how firms can transform intake into a relationship-building moment. From speed and empathy to automation and staff support, attendees will discover how modern intake strategies foster trust, strengthen client experience, and generate referrals that compound growth.

• First Impressions = Lifetime Value – why trust and rapport in intake drive long-term client relationships
• Intake Mirrors Sales – using empathy, expertise, and social proof to build confidence from the first touch
• Speed and Ease to Lead – responding in minutes, creating clear next steps, and delivering a frictionless intake experience
• The Intake Stack – leveraging centralized systems, online forms, e-signatures, automation, and metrics tracking
• Automate Admin, Focus on People – making intake repeatable, scalable, and human centered.
• Supporting Intake Staff – preventing burnout with structure, coaching, and role variety
• Closing the Loop – automating review requests, tracking referrals, and reinforcing loyalty throughout the client journey

Integrations, Automations, and Expectations: Tech that Streamlines CX | 1:55pm – 2:15pm

Clients don’t judge firms by the technology they use—they judge by the experience it creates. In this session, Jay Stefani explores how thoughtful integrations and automations can turn complex legal processes into seamless client journeys. From intake to onboarding to case management, he’ll show how firms can align expectations, eliminate friction, and deliver the kind of communication and responsiveness that today’s clients demand. Attendees will leave with practical strategies and examples of tools that simplify workflows while strengthening client trust.

Speaker: Jay Stefani (Managing Partner, Levinson and Stefani Injury Lawyers)

• Technology as experience, not just tools
  • Why the client’s perception of ease and clarity matters more than the tech itself.
• Streamlining the intake & onboarding process
  • Using automations for welcome messages, onboarding calls, and client checklists to set the tone early
• Integrations that reduce friction
  • Examples like Case Status checklists, Yocierge/Filevine record retrieval, and Supio to ensure information flows seamlessly
• Automation for consistency & communication
  • Leveraging automated reminders, confirmations, and record tracking to align expectations and keep clients informed
• Designing tech that “disappears”
  • Lessons from other industries: technology should feel natural, almost invisible, while
    delivering reliability and predictability
• Practical implementation roadmap
  • What firms can adopt in under a minute, an hour, a day, and a week to start creating immediate impact

Communication KPIs: Why Messaging Metrics Belong in Your Dashboard | 2:15pm – 2:40pm

Communication is more than a soft skill, it’s measurable, trackable, and central to client trust. In this session, Todd Lucas shares how DM Injury Law leveraged messaging KPIs to transform client relationships and business outcomes across thousands of cases. By putting communication metrics into dashboards, firms can reduce bottlenecks, speed up case timelines, and improve client satisfaction. Attendees will learn which metrics matter most, how to use them in real time, and how strong communication practices can directly translate into better settlements and experiences.

Speaker: Todd Lucas (Chief Revenue Officer & Trial Attorney, DM Injury Law)

Why communication is the heartbeat of client relationships—and why it must be measured Core messaging KPIs that belong in every dashboard (e.g., response time, client sentiment, update frequency)

• Case study insights from DM Injury Law
  • ~20% reduction in “time on desk” through faster communication
  • 8% increase in settlements tied to improved engagement
  • 5.3% boost in client experience scores from proactive updates
• How communication metrics improve trust, client satisfaction, and referrals
• Practical steps to build messaging metrics into firm dashboards without overwhelming staff

Voice AI in Action: Scaling Personalization Without Losing Trust | 2:40pm – 3:00pm

Language AI is transforming how firms communicate with clients by making personalization scalable without sacrificing authenticity. In this session, Chris Keller will share how his firm uses voice technology to deliver timely, human-feeling updates that build trust and free staff from repetitive tasks. Attendees will see real-world results and walk away with a practical framework for deploying AI responsibly balancing efficiency, personalization, and the human touch that clients expect.

Speaker: Chris Keller (Managing Partner, Keller Swan Injury Attorneys)

• The personalization challenge
  • Why manual personalization fails at scale and how client frustration impacts trust
• Why voice AI?
  • Voice vs. text/email—how tone, emotion, and immediacy make voice feel more personal and memorable
• Real-world impact
  • Case examples show how Voice AI improves timeliness, consistency, and client engagement while reducing staff workload
• Safeguarding trust
  • Best practices for authenticity, transparency, and value-first messaging to ensure clients know AI is an enhancer, not a replacement
• 3 Steps to start: A step-by-step framework
  • Start small with recurring messages
  • Record authentically using your own voice
  • Test, refined, and scale based on client feedback
• Core principle
  • Personalization at scale isn’t about replacing the human touch—it’s about creating more opportunities to show it

Break | 3:00pm – 3:30pm

What’s The Risk? Client Data, Cloud Security & Your Ethical Duty | 3:30pm – 3:55pm

Cloud-based tools have transformed law practice—offering efficiency, scalability, and convenience—but they also introduce significant risks. Lawyers have an ethical duty to safeguard client data and stay current on technology’s benefits and threats. In this session, Professor Constance Anastopoulo will unpack attorneys’ core duties of confidentiality and competence in the digital age, explain what “reasonable efforts” mean under Model Rules, and share practical guidance for protecting client information in the cloud. Attendees will leave with a clearer understanding of their ethical obligations and concrete steps to reduce risk, from selecting cloud providers to responding to cyberattacks.

Speaker: Constance Anastopoulo (President & Law Professor, Charleston School of Law)

• Ethical duties and technology
  • Duties of confidentiality (Model Rule 1.6) and competence (Model Rule 1.1) as they apply to electronic data and cloud services
• Reasonable standard efforts
  • How “reasonableness” is judged, including sensitivity of data, likelihood of disclosure, cost, and practicality of safeguards
• Cloud security & outsourcing
  • Factors to evaluate when selecting third-party providers (education, reputation, terms of service, jurisdiction, breach response)
• Cybersecurity risks
  • Common risks (lost/stolen devices, hacking, metadata exposure, public Wi-Fi use) and best practices to mitigate them
• Responding to cyberattacks
  • Lawyers’ ethical duties in the event of a breach—stopping intrusion, mitigation, client notification, and compliance with statutes
• Metadata & document management
  • Understanding hidden risks, scrubbing practices, and retention/destruction obligations.
• Practical safeguards
  • Policies, tools, and oversight to ensure confidentiality in everyday law practice (cloud monitoring, encryption, backup systems, and staff supervision)

Structure for Scale: Building Calm, Client-Centered Teams | 3:55pm – 4:15pm

Scaling a law firm doesn’t have to mean chaos. In this session, Ruby Powers will share how intentional team structures and client-centered approaches can reduce burnout, improve retention, and create capacity for growth. Drawing on her experience as an immigration attorney, law practice management leader, and business coach, she’ll explore how culture, resilience, and technology work together to build calm, scalable teams. Attendees will leave with practical strategies for fostering efficiency while keeping empathy and client trust at the core.

Speaker: Ruby Powers (Founding Partner, Powers Strategy Group)

• Why calm, client-centered teams outperform stressed, reactive ones
• Core principles of resilience: Focusing on what you can control, strategic planning under uncertainty, and ethical leadership under pressure
• Tech-forward strategies for scaling: Practice management tools, automation, and client portals
• Communication at scale: Empathetic messaging, clear expectations, and systems that build trust
• Daily habits that sustain growth: Pulse check-ins, team huddles, leadership journaling, and continuous improvement loops
• How resilience and culture form a competitive advantage in today’s legal market

Day 2: Friday, September 26

Transforming Client Experience Through Elite Firm Culture | 11:00am – 11:25am

Explore how elite firms use leadership, team alignment, and intentional values to create environments that consistently deliver exceptional service. Bill Biggs will share examples of how cultural practices shape both client touchpoints and internal cohesion, ensuring that excellence isn’t a one-time effort but a sustainable advantage. Attendees will take practical steps for embedding client-first values into everyday operations, from hiring and training to communication and service delivery.

Speaker: Bill Biggs (Executive Director, Garces, Grabler & LeBrocq, P.C.)

From Good to Great: The Path to an 80+ NPS | 11:25am – 11:45am

Achieving an 80+ Net Promoter Score (NPS) is the benchmark of world-class client loyalty, but few firms know how to get there. In this session, Ben Leader of Elrod Pope will share how his firm transformed client experience by embedding NPS into culture, accountability, and daily practice. Attendees will learn how to measure client satisfaction effectively, close feedback loops, and create client journeys that consistently inspire promoters. With practical strategies and proven examples, this session equips firms to move from “good” service to truly “great” client experiences that generate referrals, attract high-value cases, and sustain long-term growth.

Speaker: Ben Leader (Partner Attorney, Elrod Pope)

• Why NPS matters
  • How client loyalty translates directly into referrals and case quality
• The standard of “great”
  • Defining and pursuing an 80+ NPS as the gold standard
• Foundational pillars of a great client journey
  • Culture & accountability – making CX a top agenda item, same-day responses, and educating teams on why NPS matters
  • Systemized touchpoints – building structured moments for connection (ClientConnect, VerbalConnect, dashboard alerts, automated updates).
  • Memorable moments – delivering surprise-and-delight experiences, such as client welcome boxes
• Measuring and acting on feedback
  • Using dashboards to identify “at-risk” clients and proactively address issues
• Sustaining excellence
  • Building systems that consistently deliver client delight and push NPS into world-class territory