Presenter: Paul Matthews CCXP, CX Director – Sussex & Surrey, insight6

LOCATION: TWM Solicitors, 65 Woodbridge Rd, Guildford GU1 4RD

This interactive training session focuses on the critical elements of creating exceptional experiences for both customers and prospects. Designed to combine best practices with hands-on engagement, the workshop explores the holistic nature of Customer Experience (CX), differentiating it from customer service, and emphasizing the importance of every touchpoint in shaping perceptions and decisions.

Participants will learn actionable strategies to enhance first impressions, build trust, and improve communication skills across phone and email interactions. The session delves into practical techniques such as effective questioning to uncover prospect needs, managing capacity challenges positively, and using follow-ups to build lasting relationships. Engaging group exercises and storytelling activities encourage reflection on personal experiences, fostering team collaboration and idea sharing.

The session will be chaired by a representative from Actionstep, who will share insights from their recent report on 2025 Midsize Law Firm Priorities. Notably, that only 33 percent of firms surveyed currently prioritise client satisfaction as a key growth strategy, revealing a potential blind spot at a time when client expectations are rapidly evolving. This perspective will encourage participants to consider how their firms can better align strategies to meet changing demands.

By the end of the session, attendees will be equipped with tools to improve their approach to prospect interactions, strengthen emotional connections, and boost conversion rates.

Paul Matthews CCXP

With over 20 years of experience directly engaging with customers, managing large teams, and leading organisations to excellence, Paul has seen first-hand how effective customer experience management can transform a business.

Paul is proud to be one of only 75 people in the UK—and the first member of insight6—to achieve the prestigious Certified Customer Experience Professional (CCXP) accreditation. This recognition reflects a deep understanding of the six core competencies essential for delivering exceptional customer experiences:

1. Customer Insights and Understanding
2. Customer Experience Strategy
3. Metrics, Measurements, and ROI
4. Design, Implementation, and Innovation
5. Culture and Accountability

At insight6, Paul is fortunate to collaborate with diverse clients, including law firms, accountancy firms, attractions, hospitality, and retail businesses. Within these sectors, he works with many well-known companies throughout Sussex and Surrey, providing tailored support to help them excel in customer experience.

Paul and his team offer comprehensive services, including:

• CX Strategy writing
• Customer journey mapping
• Mystery visits and enquiries
• Customer feedback
• Training and development
• Focus and listening groups
• Mentoring and coaching.

These services are designed to uncover valuable insights, enhance customer satisfaction, and drive sustainable growth to help Sussex & Surrey-based SMEs increase customer loyalty.