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.
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 shares how his firm used X-data (client trust, responsiveness, satisfaction) + O-data (days on desk, settlement value, caseload) to resolve cases faster, improve reviews, and grow revenue.
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.
Other Events
This is our quarterly Client Engagement Innovation Webinar Series. We review recent enhancements & focus on the use cases that drive client engagement. During this webinar you'll have the opportunity to: Explore Innovation Updates and Roadmap: Gain insider knowledge about the latest features and enhancements to our platform, designed to empower legal professionals and firms. Firm Spotlight: Hear from Olinsky Law Group, as they share their success story and how Case Status and Litify have transformed their legal operations. Q&A Session: Engage with our experts and fellow attendees in a live Q&A session, where you can get answers to your burning questions and learn best practices for leveraging Case Status effectively.
Go from overwhelmed to efficient; automate client communication with the Case Status & PracticePanther integration.
Step into the future of client communications for firms using Smokeball or considering moving to Smokeball. In this webinar, you'll: Learn more about changing consumer trends (like the 5 hours a day they spend on their smartphones, the almost 100% of that time spent in apps of their favorite brands, and their number 1 complaint of their legal services team) See how your firm can take advantage of these changes. Leave with actionable takeaways you can use to boost client satisfaction and help reduce occurrences of the number one client question “What’s the status of my case?” Joining us for this event will be leadership from Smokeball & Case Status discussing the partnership at a high level. We will also explore a demo of the two solutions running together and some of the awesome use cases. Also, hear from Gibson Family Law, a law firm that was part of our integration testing. Hear first hand about the favorable impact and outcomes.
Transformative Law Firms that use Case Status see Results
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