Edwin Bodensiek Presents Case Study on Client-First Culture as Keynote Speaker at Maryland CX Meeting
Edwin “Ed” Bodensiek, chief client experience officer at Miles & Stockbridge, recently presented the firm’s client experience model before a meeting of all Maryland state agencies. Officials from Maryland’s various agencies met on Tuesday, October 5 as part of a global Customer Experience (CX) Day focused on the most innovative thinking among organizations explicitly committed to delivering best-in-class customer experiences. The state also released its first annual report on Governor Hogan’s Customer Service Initiative.
“Whether you are a law firm, company or state agency, the rules of how we are measured are changing,” said Bodensiek. “Customer expectations are far higher now. Regardless of industry, organizations must more closely align whatever its brands communicate to customers and what those customers actually encounter. Applying client experience thinking completes the picture because it forces us to think outside in. Ironically, it also means you begin to implement it with internal changes such as training on how to interact with others, developing genuine empathy for those we serve, taking a hard-nosed look at our physical space, systems and processes, and so much more. The benefits also help organizations become better places to work. I commend Maryland’s own leadership in this area as they focus on spurring innovation and increasing constituent satisfaction with state services.”
The case study on the firm’s approach and lessons learned to date was entitled “The Customer Experience Mindset for Lasting Results.”
Going the Extra Mile
Ed Bodensiek joined Miles & Stockbridge in June 2016 in the newly created role of chief client experience officer. Bodensiek leads Miles & Stockbridge’s efforts in “going the extra mile” to define, build and roll out a distinctive client experience for the firm’s clients. The model involves both internal and external improvements.
The firm recently held a Client Experience Retreat for all colleagues to help co-design a truly distinctive client experience in legal services. Its work was informed by client testimonials on increased expectations.
About Miles & Stockbridge
Miles & Stockbridge is a leading law firm with 246 lawyers and offices across Maryland and in Northern Virginia and Washington, D.C. The firm’s lawyers help global, national, local and emerging business clients preserve and create value by helping them solve their most challenging problems. For more information, please visit Miles & Stockbridge’s website and follow the firm on Twitter.