CXINLAW joins PwC Australia NewLaw to usher in a new era for law transformation

PwC Australia today announced international law firm advisory service CXINLAW, led by Carl White, has joined the Australian firm’s NewLaw team to spearhead a new service offering focused on law firm transformation and client experience.

The founding director of CXINLAW, White has considerable experience working with emerging, boutique and mid-tier law firms to improve the legal experience delivered to clients at every point of their journey. 

PwC Australia’s NewLaw team, led by Partner Mick Sheehy, has to date worked with in-house teams in the public and private sector to improve the way legal services are delivered and use data, technology and new delivery models to unlock material, future value.

“The expertise and market reputation Carl and CXINLAW boasts in the law firm sector is a perfect fit for PwC NewLaw. The transformation work we do with corporate and government legal departments translates naturally to law firms and CXINLAW helps make our new offering a very compelling one,” Sheehy said.

White said: “It’s an incredibly exciting time to be working in the legal industry. There are so many developments, innovations and disruptions that create enormous opportunity for industry professionals and clients alike.

“While we’re at the beginning of accelerated change for the legal industry, these are not advances that have been developed overnight. The service offering we will bring to our clients is a result of being at the forefront of preparing the legal industry, and specifically law firms, for such change. It’s fantastic to now be in a position to drive transformation for both the legal department buyer and law firm seller.

“While we’re on the cusp of a turning point for the legal industry, these are not advances that have been developed overnight. The service offering I hope to bring to my clients is a result of years of being at the forefront of preparing the legal industry, and specifically law firms, for such change.”

White’s boutique consulting business was established in the UK in 2012 and arrived in Australia in 2014. CXINLAW has led the move towards client-centricity in the legal industry. White has authored market-disrupting Client Experience research. His work in CX has been recognised with a Distinguished Fellowship at the Centre for Legal Innovation, College of Law. 

He hopes to translate many of the services offered to clients in his new role with PwC Australia, including optimising Client Experience, digitisation and the better use of technology, service culture, strategy and other transformation levers.

“Key participants in the legal industry - whether they be law firms or in-house teams - are under more pressure than ever to deliver legal services more effectively and efficiently. Our focus is on supporting and guiding clients to build the cutting-edge legal functions of the future, with a focus on providing strategic consulting, technology and outsourcing solutions.”

Editors notes:

To arrange an interview with Carl White, contact Patrick Lane on 0437 884 010 or patrick.lane@pwc.com