CX Summit 2026
Join forward-thinking legal professionals, technology experts, and industry thought leaders who leverage Client Experience to drive law firms forward. They all meet here at the legal industry’s premier Client Experience (CX) Summit.






















3 Days. 1 Focus. Exclusive Community.
Fully refundable through July 31
(Owner, Partner, CXO, VP, Director)
(Paralegal, Case Manager, Admins)
3 Tracks. 1 Mainstage. Zero Conflicts
What you'll walk away with: A sharper view of the forces reshaping how firms grow, compete, and serve clients at scale. Sessions in this track tackle the strategic questions: business model evolution, the economics of client experience, firm culture as a growth lever, and what it takes to build a firm clients want to refer and staff want to stay at.
What you'll walk away with: Actionable playbooks for the operational side of client experience — from technology adoption and change management to paralegal efficiency and the nuts and bolts of scaling without proportional headcount. Built for the people who have to make things actually work after leadership says "let's do this."
What you'll walk away with: Hands-on training and techniques to simplify your daily workflow, turn detractors into promoters, put automation to work, and become the person your firm can't run without. Designed by people who do your job because the people who talk to clients are the ones who shape the client experience.
CX Summit Agenda
Sessions
Client Service is hard work
The client is the center of everything we do and worth a focued investement for the future of legal services
The killer of efficiency is a "firefighting" reactive culture which causes turnover, poor client experience
Build an Elite CX Firm Culture that is built on proactive relationships
Building the right team/personell is a challenge; hiring a young tech bro or promoting an inexperienced paralegal, expecting big results but getting more ambiguity
Build for the role - define the right team member with the ability to access the data, expertise to synthesize problems, and then to instill organizational change
Afraid of what happens in the market with MSOs and ABSs. Should I be trying to sell. Should I be partnering with them?
Understand the macro trends and threats but also understand your opportunities to build competitive advantage where others will fall short.
I am being tempted to be like the worst law firms out there and take humans completely out of client care
Unleash AI in a specific way, keeping the human in the loop and achieve exponential growth through supervised client experience
CAC is going way up. We are spending too much of our revenue on marketing.
Understand the Lifetime Value of relationships in terms of law firm referrals, client referrals, and client experience led marketing
We are spending too much in all areas and may need to lay off some of my team. Afraid of the impact and feel overstaffed but not sure what else to do.
Much of the work your teams are burdened with is not legal work, it is client dependant work. Scaling your teams with AI while maintaining human connections will bring costs down and build capacity for growth.
I don't know how to make a buy/build decision in this AI world.
Get to know the CIRC framework (Context, Innovation, Risk, Community) that will help you make better tech and business decisions.
We are struggling to measure the effectiveness of AI in our law firm.
Understand how to calculate ROI on AI. What is the cost to carry these projects and what is the return to the top line and bottom line.
Law firms don't realize that some AI companies are primed to compete with them if client communication doesn't require a human in the loop. If they win, law firms will lose.
Support the Case Status mission to equip good lawyers to care for clients will cause us all to win together. If we lose, the legal industry loses.
The firm you started is blessed with fast growth, but quality is now suffering along the way, effecting your brand.
Learn how to scale your personal brand that is the foundation of your success into the entirety of the organization so every touchpoint is founder-like.
Law firms often run on the "cheap." Other industries show us that this can have sour outcomes.
Understand why lawyers pick low cost providers and the short term temptation. There is a place for the "Spirit Airlines" low-cost provider until it goes out of business.
Moving a big "ship" is hard, instilling technology change in an organization can be painful.
Hear from big names and how they have navigated this tight rope, scaling their brands without giving up that personal touch.
Not running effective loops with responding to NPS scores, following up, driving reviews and referrals.
Beyond just data compentence and into action with Advanced Analytics & Seer.
Experience isn't tracked or measured effectively in organizations, as demonstrated by examples of Healthcare.
Ways to design an experience around a client, using tips from the patient.
We have power users but are not seeing adequete firm adoption of our CX tools.
Change Management Excellence: Effectively changing a firm's process to adequetly adopting Case Status.
So many Legal Tech vendors with overlap I cannot navigate how I should make tech stack decisions
Picking the best tech stack, not the overpromising super providers or the cheap knock-offs

Continuing Legal Education (CLE) Credits
Hotel Emeline
Located in the heart of downtown Charleston, Hotel Emeline offers a warm, welcoming stay that blends historic charm with modern comfort. Situated at 181 Church Street, this boutique hotel places you steps from Charleston’s renowned dining, culture, and historic district, making it an ideal home base for CX Summit.
We have secured exclusive room blocks with preferred rates for CX Summit attendees. Room block details and booking information will be released after registration. Rooms are limited so book early!
2026 Speakers & Panelists

Nikki Montlick is the President of Montlick Injury Attorneys, a nationally recognized personal injury law firm. She plays a key role in shaping the firm’s strategic direction, focusing on client-centered service, operational excellence, and sustainable growth in a highly competitive legal market.

Michael P. McCready received his undergraduate degree magna cum laude from the University of Richmond in three years and continued at the University of Richmond obtaining his law degree in 1992. Following graduation, he served as a law clerk for a federal judge in Virginia. He came to Chicago the next year and began working at a law firm handling personal injury cases. After four years, he rose to partner. In 1999, he left the partnership to form his own firm, The Law Offices of Michael P. McCready & Associates. Since venturing out on his own, the firm has grown rapidly. Mr. McCready is licensed to practice in Illinois, Indiana, Minnesota, Iowa, Michigan, Arizona, Wisconsin as well as the federal courts, including the United States Supreme Court. He is a member of various professional organizations dedicated to protecting the rights of individuals. He has also been inducted into the Million Dollar Advocacy Forum whose membership is limited to trial lawyers who have obtained million dollar results for their clients. Since opening McCready Law, he has helped injured victims get what is deserved due to the negligence of others. He focuses on a range of personal injury cases such as car accidents, workers compensation, bus accidents, truck accidents, wrongful deaths, and more. In addition to being managing partner of his law firm, Michael also consults with other personal injury law firms around the country. He is a frequent lecturer on topics such as law firm management, technology, automation and most recently, on the role that Artificial Intelligence (AI) will play on the legal industry. Countless firms have benefited from his 30 years’ experience in the personal injury field.

Rob Wilhite is the Owner, President, and lead litigation attorney at The Wilhite Law Firm, a personal injury law firm serving clients throughout Colorado and Texas. A Texas native, Rob, has lived and practiced law in Colorado for more than 20 years, where he has built a reputation as a skilled trial lawyer handling complex, high-value injury cases. Rob founded The Wilhite Law Firm with a clear purpose: to represent individuals and families who have been seriously injured due to negligence and to hold negligent individuals, corporations, and insurance companies accountable. As Managing Partner, he oversees all litigation and trial strategy for the firm.

As a dedicated and passionate advocate for the injured, Matt is not afraid to take on big insurance companies or employers. He understands that his clients are going through a very challenging time and have suffered serious injuries due to no fault of their own, whether caused by a drunk driver, negligent traffic light design, or a distracted truck operator. Matt focuses his practice on car accidents, motorcycle accidents, truck accidents, pedestrian accidents, and cases involving wrongful death. He is especially passionate about helping individuals fight for fair treatment from insurance companies. Matt earned his B.A. from Pennsylvania State University, soon enrolling in Georgetown University Law Center. After graduating with his J.D., he began working as a law clerk for Pennsylvania Supreme Court Chief Justice Thomas Saylor. While serving as law clerk to the highest court in the state, Matt improved his writing skills and honed his persuasive advocacy. He gained firsthand knowledge on how cases are won—from behind the bench. After this role, he joined Klehr Harrison, a prominent Philadelphia law firm, as a litigator. Currently serving on the Board of Governors for both the American Association for Justice and the Pennsylvania Association for Justice, the leading national and Pennsylvania associations for trial lawyers, Matt is well respected as a Pennsylvania personal injury and trial attorney. He was also elected by peers to serve as Executive Committee member for the New Lawyers’ Division of the American Association of Justice, which is a national leadership position he held for four years. Matt has earned inclusion in the Super Lawyers® Rising Stars list, which is a recognition reserved for the top 2.5 percent of attorneys in the state under the age of 40. He has also been named in the Super Lawyers® list. Susquehanna Style Magazine has also recognized him as a Select Lawyer in Personal Injury & Auto Accidents Law in response to peer votes and he holds a 10.0 Superb Avvo rating. He has also been made a member of The National Trial Lawyers: Top 25 Motor Vehicle Trial Lawyers Association. Additionally, Matt is a member of the Pound Civil Justice Institute. As a Central Pennsylvania native, Matt is a faithful Penn State fan. He also loves motorcycling. When not in the office, Matt can be found spending time with his wife and two children in the State College and Harrisburg areas.

Sam Pond is the Managing Partner at Pond Lehocky Giordano, one of the nation’s leading workers’ compensation and disability law firms. He focuses on building innovative legal services that improve outcomes for injured workers while driving operational excellence and growth across the firm.

Jordan Couch is a partner and workers' compensation attorney at Palace Law in Washington, focusing on representing injured workers. He acts as the firm's Cultural Ambassador, advocating for innovative, technology-driven legal services. Couch is highly active in state and local bar associations, previously chairing the Washington young lawyers committee.

Travis loves backing the underdog, empowering the overlooked, and amplifying the unheard. In college that meant gathering and uniting disperse interests to present an idea to the City of Fort Collins, resulting in a project to build a skatepark for the youth instead of ticketing them across campus and downtown. In law school that meant taking action after the faculty wasn’t hearing the student body’s request for more construction law curriculum, resulting in a thriving student organization which stands strong almost two decades later. In his community that meant interning at a low-income housing developer to tackle legal and finance issues holding back major land grant developments and leases intended for housing civil servants, officers, and teachers in a very overpriced market. As a parent that meant joining a city’s governing panel and writing regulations to support business growth while protecting the youth as medical and then recreational marijuana developed into an industry. As a businessman and entrepreneur that meant providing guidance, review, and management for countless individuals striving to reach their goals and make good on their dreams against all odds. At Cheney Galluzzi & Howard that means ensuring the firm always has the resources, acumen, and ethos to make good on every single promise to every single client. Whether you’ve been told your case is too small, your facts aren’t good enough, or the climb is simply too steep, our firm is committed to finding justice where others won’t. To Travis, that’s a legacy worth fighting for.

Brian is licensed to practice in all Louisiana State Courts and in Federal Court for the Eastern District of Louisiana. As a Super Lawyers nominee, Brian has dedicated his career to helping New Orleans citizens recover from life-changing accidents. He has tried cases before both judges and juries and focuses exclusively on personal injury cases.

Patrick Iyampillai is a Co-Managing Partner of Hale Law who has devoted his entire legal career to representing injury victims—and only injury victims. With extensive experience across negotiation, litigation, mediation, and trial, Patrick has successfully handled hundreds of personal injury cases and recovered millions of dollars for individuals and families harmed by negligence, including cases involving wrongful death. He is committed to delivering exceptional results while ensuring every client receives personal attention, respect, and advocacy at the highest level.

Alex Hilliard is a dedicated advocate for those who have been injured or have lost a loved one due to another party’s negligence. Alex is committed to championing his clients’ interests, understanding the challenges they face, and helping them secure compensation for their losses. Alex’s top priority is achieving the most just case resolution for his clients, be it trial or settlement, which is seen in his tireless investigation and persistence. He has distinguished himself with the loyalty and support he shows to his clients in his determination to ensure that their voices are heard. His kindhearted nature makes him perfect for his position in personal injury and wrongful death cases – he handles clients with the sensitivity that is required, yet is committed to researching and crafting a strategy that strengthens each case. He brings passion on behalf of those he serves and shares empathy with those victims of tragedy at all times. Alex’s legal accomplishments have been recognized by his peers. Alex has been named a Rising Star by Texas Super Lawyers every year since 2021.

Bill Biggs is the Executive Director at Garces, Grabler, and LeBrocq, where he leads the firm’s operational strategy and day-to-day business functions. With a focus on efficiency, team development, and scalable systems, Bill helps drive the firm’s ability to deliver exceptional service to clients.

Mark concentrates his law practice to representing people who have been harmed in any manner by the wrongful conduct of other people or corporations. His passion for lending a helping hand to those in need has resulted in Mark handling just about every type of personal injury case we can imagine. Those types of cases include bicycle and motorcycle accidents, auto accidents, slips and falls, construction or work-site accidents, medical malpractice, products liability, railroad accidents and workers’ compensation, and wrongful death. Once Mark accepts a case, he devotes his best effort including donating all necessary financial resources to prosecute a case, to get the best possible result. This effort is put forth for each and every client, regardless of whether one considers a case to be “big” or “small”.

Andrew graduated from law school in 2017, completed and passed the Kentucky Bar Examination, and then launched his career as a lawyer working at Hughes & Coleman. In his years as an attorney, he has witnessed the underhanded tactics insurance companies use to coerce injured victims into taking a lower settlement than they deserve. Far too often, the initial insurance offer barely accounts for the personal loss that a client currently feels, and it certainly doesn’t project or account for the additional loss they will have to manage for the remainder of their life. Andrew knows the importance of digging deeper into a client’s story to understand the full scope of how an injury has impacted them. While the insurance company may only see an injured victim as a computer-generated settlement amount, Andrew sees the mother and the impact an injury has on her life. Andrew is motivated each day by being part of a team with a goal to constantly push itself to do what is best for its clients. Being of service to others is the greatest pleasure in his life, tied only with being a husband and a father.

Todd Lucas is the Chief Revenue Officer and a seasoned personal injury trial attorney at DM Injury Law. A proud graduate of the University of Missouri–Columbia School of Law, he has been tabbed as a Rising Star since 2002. Todd is admired for his strategic leadership, competitive zeal, and uncompromising commitment to client advocacy. He firmly believes no case is too small or too complex—fighting tenaciously to secure maximum recovery for every client with efficiency and empathy. Todd drives the development of DM Law’s “center of excellence,” pairing outcome-focused leadership with data-driven client experience transformation to enhance both results and satisfaction.
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John Stefani is a Managing Partner at Levinson and Stefani Injury Lawyers, where trial law practice focuses on representing individuals and families affected by the negligence of others in cases such as truck crashes and wrongful death. Prior experience includes serving as an Attorney at Joseph, Lichtenstein & Levinson from June 2005 to May 2014, specializing in litigation related to trucking, catastrophic injuries, and nursing home negligence.
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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.

Shawn Taylor is a dedicated Social Security Disability attorney with over 30 years of experience representing clients across West Virginia, Kentucky, and Ohio. As the founder of Shawn Taylor, PLLC in Charleston, he has helped thousands successfully navigate SSDI and SSI claims with a personalized, client-first approach. He also serves as a Municipal Judge in Charleston, St. Albans, and Nitro, and is active in several legal associations, including the West Virginia State Bar and the American Association for Justice.

Ben Leader, a Rock Hill native and second-generation attorney, earned his B.A. from Clemson University and J.D. from Campbell University School of Law. He began his career clerking for the late Honorable John C. Hayes III before joining Elrod Pope Accident & Injury Attorneys in 2014, where he became Partner in 2019. As a Managing Partner, he oversees the firm’s Intake and Marketing Departments and has resolved over 750 personal injury cases, recovering millions for clients. Known for his client relationships and strategic insight, he is a frequent speaker at legal conferences and podcasts.

A legal services leader, Chris brings the perspective of someone who has built, led, transformed, and exited. He has always put client service at the center of his operations. His work connects business growth with personal growth, helping leaders build stronger companies, better habits, and a more intentional life.

David McDivitt, a nationally recognized trial lawyer, is the Chief Executive Officer of McDivitt Law Firm. In addition to managing the day-to-day operations of McDivitt Law Firm, David runs the firm’s litigation and trial group, where he is responsible for both trying and supervising jury trials through verdict. Before joining McDivitt Law Firm, David was formerly a Deputy Public Defender with the Office of the Colorado State Public Defender where he earned the reputation as a highly successful and experienced trial lawyer. A frequent legal analyst and contributor to local and national television news and radio, David has been named one of the National Trial Lawyer’s Association’s Top 40 Trial Lawyers under 40.

Erik serves the firm as Chief Strategy Officer and a member of the executive leadership team, driving the firm's vision across marketing, information technology, data analytics, and strategic business growth. He leads firmwide systems—including Salesforce administration, Microsoft infrastructure, cybersecurity, and reporting tools—and sets the strategic direction that aligns operational performance with long-term firm goals. Erik spearheads AI implementation, digital marketing strategy, business process optimization, and talent onboarding as core pillars of the firm's growth engine. With a strong background in both education and legal operations, Erik brings a forward-thinking, tech-driven mindset to every initiative he leads. He is certified in Tableau and is a Certified Litify Practice Management Administrator. Currently pursuing a Doctor of Engineering in AI/ML at George Washington University's School of Engineering and Applied Science, Erik continually deepens his expertise in machine learning, automation, CRM integrations, and emerging technologies. As a passionate advocate for innovation in the legal field, he remains focused on improving client experience, increasing operational efficiency, and building a high-performing, agile workplace culture.

Bianca is a proud graduate of the University of North Texas, where she earned her Bachelor of Arts in Political Science. Here, she built a strong foundation in legal and governmental studies that complement her work today. She first joined Smith Clinesmith as the Intake Director. With six years of experience in legal intake, she brings a wealth of expertise to her role, where she focused on supporting the Intake Department and refining internal processes to ensure that every case is handled with the utmost care. With her recent promotion to Chief Customer Officer, Bianca now leads all aspects of client communication and satisfaction. In this role, she continues to oversee the Intake Department while driving initiatives to enhance the client experience and strengthen the firm’s commitment to exceptional service. Bianca’s dedication to improving client experience and fostering meaningful client relationships is a vital part of the firm’s mission to make a difference in the lives of those affected by nursing home abuse.

As a seasoned operations executive, Melissa has spent the past 20 years scaling businesses, specifically law firms, across the country, creating systems and processes and managing the growth and expansion of their teams, services, and locations.
Get Involved

If you are interested in speaking at CX Summit, please apply here to be considered for the 2026 program. If selected we will reimburse your CX Summit ticket.

If you are interested in exploring a sponsorship role at CX Summit, please reach out to cx-sponsors@casestatus.com to learn more.
Get Your Tickets Today
Frequently Asked Questions
Hosted by Case Status, the CX Summit is the premier gathering for legal professionals and innovators focused on client experience, technology, AI, data, and growth. Expect dynamic sessions, meaningful connections, and actionable takeaways.
The 2026 CX Summit will take place Wednesday, September 16 – Friday, September 18, 2026, at Hotel Emeline in downtown Charleston, South Carolina.
Yes. The Case Status® CX Summit™ is CLE accredited. Attendees are eligible to earn CLE credits by participating in conference sessions at no additional cost. State-specific accreditation details will be shared closer to the event.
- Wednesday, Sept. 16: Afternoon registration and Welcome Reception
- Thursday, Sept. 17: Full day of programming followed by offsite dinner
- Friday, Sept. 18: Morning programming and closing lunch, concluding early afternoon
The full agenda and session details will be released soon.
We’ve secured exclusive room blocks with discounted rates at Hotel Emeline for CX Summit attendees. Booking details will be shared when registration opens and included in your confirmation email.
Hotel check-in begins at 4:00 PM and checkout is at 11:00 AM. Early check-in and late checkout are not guaranteed but have been noted with the hotel.
To accommodate travel, luggage storage will be provided on Wednesday and Friday for guests.
- Access to all general sessions, panels, and breakouts
- Entry to the Wednesday’s Welcome Reception, Thursday Event Dinner, and Friday Closing Lunch
- Breakfast and lunch on Thursday and Friday
- Access to discounted hotel room block (while supplies last)
Yes. Firms registering three or more attendees may be eligible for group pricing. Please reach out to cx-summit@casestatus.com for to discuss custom pricing.
Yes. Attendance is intentionally capped to preserve the quality of conversations and networking. Some ticket tiers and experiences have limited availability.
All ticket sales are final unless other terms apply. You may transfer your ticket to a colleague at no cost until Wednesday, September 16, 2026.
If you purchased the ticket, refer to your registration confirmation email for transfer instructions.
If you did not purchase the ticket, email cx-summit@casestatus.com with the new attendee’s name, title, company, and email.
Refunds outside of this policy may be considered on a case-by-case basis for documented emergencies (e.g. medical issues or significant travel disruptions). Please reach out to cx-summit@casestatus.com to discuss your situation.
CX Summit is designed for law firm leaders, operators and frontline staffwho are focused on improving client experience, scaling operations, and leveraging technology and AI strategically.
CX Summit is designed for law firm leaders and operators who are actively invested in improving client experience, operational maturity, and long-term growth. Those looking for a traditional trade show, sales-heavy presentations, or introductory-level content may find the experience is not the right fit.
Yes. The summit includes dedicated networking opportunities, curated introductions, and sponsor activations
Yes. The official event app will launch before the event. Attendees will receive access to build their schedule, connect with others, and receive live updates.
Business casual is encouraged. Comfortable shoes are recommended for walking to nearby venues. Charleston weather in September can be warm during the day and cooler in the evenings, so layers are advised.
Yes. Please email cx-summit@casestatus.com with your dietary requirements and our team will accommodate labeled meals accordingly.
Yes. By attending, you consent to being photographed or recorded for promotional purposes. Please contact our team in advance if you have concerns.
Yes. Sponsorship opportunities are limited and curated to align with the CX Summit audience and experience. To explore sponsorship opportunities, contact cx-sponsors@casestatus.com.
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