The X’s & O’s Advantage: Using Experience + Operational Data to Call Better Plays and Improve Outcomes

Jeff Robbins, MS, CPXP is the Client Experience Officer at Poulin Willey Anastopoulo, 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. 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.

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.

Aaron has a background spanning asset recovery, tech startups, and client acquisition. He brings a unique blend of strategy and relationship-building to DM Law. His role focuses on strengthening partnerships with other law firms to optimize the DM Law referral process and expand the reach to clients in need across a wide range of case types.

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.