The CX Playbook: How to Close the Client Experience Gap with PI Attorney Andrew Finkelstein
Event Time:
In personal injury law, your clients’ trust is everything, but the uncomfortable truth is that many firms are missing the mark in the eyes of their clients.
Join Managing Partner, Andrew Finkelstein and Case Status as we dive into relevant findings from the latest legal client experience research, revealing what over 400 real law firm clients had to say about their attorneys. You’ll hear how the gap between attorney perception and client reality are quietly eroding satisfaction, referrals, and stunting growth. It's not all bad news, hear from Andrew on how his firm delivers on the promise of creating a client-centric firm with actionable plays to improve client experience.
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Meet Our Esteemed Panelists:
Paul specializes in bringing new and disruptive technology and SaaS solutions to market, refining solutions to provide more value to customers. He is passionate about technology: helping businesses like law firms run better while at the same time delighting the consumers they serve. Paul has more than 25 years experience as a technology leader helping businesses and organizations grow through outstanding engagement with consumer-clients. Paul holds a BS in Engineering and Material Science from Duke University and a Masters in Business from The Citadel.
Mr. Finkelstein is the Managing Partner of Finkelstein & Partners, LLP. He has become a noted consumer activist through his representation of injured individuals against corporate wrongdoers and irresponsible parties. An accomplished litigator, Mr. Finkelstein has represented Plaintiffs in wrongful death and catastrophic personal injury cases. He has successfully handled dozens of multi-million dollar cases.
About this event
Andrew will share firsthand how his firm leverages transparency, fast communication, and proactive feedback to build stronger cases and stronger client relationships — turning anxious clients into loyal advocates.
This webinar isn’t just about tech—it’s about business outcomes. Learn how forward-thinking leaders are using these tools to optimize their operations, empower their teams, and differentiate their firms. This webinar discussion will show how to shift from assumption to insight.
What You’ll Learn:
✅ What personal injury clients actually think about their experience (based on 400+ surveyed clients)
✅ How misaligned expectations damage trust, case cooperation, and referrals
✅ The high cost of slow or unclear communication in PI cases (and how to fix it)
✅ How to track metrics like NPS, response time, and case resolution time that drive PI firm success
✅ Real-world examples from Andrew Finkelstein on using automation, client apps, and AI to close the CX gap, empower teams, and deliver better outcomes
✅ How AI, automation, and client-facing apps reduce client stress and boost satisfaction
Walk away from this session understanding how to improve your firm's reputation, optimizie your operations, and differentiate in a competitive legal market based on improved client experience.
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