The X’s & O’s Advantage: Using Experience + Operational Data to Call Better Plays and Improve Outcomes
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Turn client feedback into faster settlements, better reviews, and stronger financials. How one firm cut resolution times by 24% and saw 8% higher settlements.
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Meet Our Esteemed Panelists:
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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.
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. 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.
About this event
Most law firms measure operations. Few measure the client experience. The real advantage comes when you connect both. In this webinar, DM Law’s Jeff Robbins, Todd Lucas, and Aaron Hatten share how their firm uses X-data (client trust, responsiveness, satisfaction) + O-data (days on desk, settlement value, caseload) to resolve cases faster, improve reviews, and grow revenue. With a tech-stack anchored in Case Status integrated to Assembly Neos and working with referral partners in Lexamica, the team are putting data to work for the law firm to drive winning plays.
You’ll leave with a playbook your firm can apply immediately — no data science team required.
Key insights & takeaways from this discussion:
✅ How to track the X+O data that revealed bottlenecks slowing down cases.
✅ The playbook DM Law used to resolve cases 65 days faster on average.
✅ How client engagement moves cash flow: shorter cycles, earlier revenue recognition.
✅ A simple 30/60/90 plan to start measuring and acting on client experience data.
✅ How to coach attorneys and staff with feedback tied to client journey stages.
✅ Where to use technology (Case Status + your CMS like Neos) powers automation, alerts, and client-facing touch points.
✅ How you can drive a much stronger co-counsel and referrals revenue stream
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