PwC expands NewLaw offering through CXINLAW pick-up

25 October 2021 2 min. read
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The legal services division of PwC Australia has snapped up CXINLAW, expanding its transformative NewLaw offering from in-house legal teams to law firms.

CXINLAW (which stands for client experience in law), was first established in 2014 by founding director Carl White, who now joins PwC as a director. The company specialises in helping law firms, chambers and corporates with transforming their customer experience, leveraging insights from industries such as retail and hospitality.

“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,” commented White. “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.”

PwC expands NewLaw offering through CXINLAW pick-up

It would be fair to say it’s been a somewhat unorthodox journey to this point. A drama graduate from the University of Manchester who attended the Royal Academy of Dramatic Arts in London, White found his way into retail training, before landing a development consultant role at global law firm Ashurst over eight years. Borne of that experience was CXINLAW, which then migrated to Melbourne.

“I’m so excited to bring the work that CXINLAW has undertaken in the legal sector to a new home,” White said. “The opportunity to join such a smart and passionate team is a dream come true. 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.”

Situated within its legal services practice and led by former Telstra General Counsel Partner Mick Sheehy, PwC’s NewLaw offering meanwhile launched in Australia in 2019 with a focus on helping in-house legal departments in the public and private sector to navigate tech-driven transformations. In addition, the line offers implementations and a wide-ranging suite of managed legal services.

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