Perceived resistance from clients and a strong focus on billable hours could explain why law firms have been slower to adopt client listening programs. Today, we’ll explore the valuable lessons firms can take from a client's perspective to successfully implement client listening and enhance the overall experience.Will Eke is lucky to welcome JeanMarie Campbell, Regional CMO and Head of Client Development for North America at Baker McKenzie, to discuss her remarkable career journey and the pivotal moment she recognized the crucial role of client listening in law firms.JeanMarie uncovers how her experiences outside of legal influenced the client listening programs at Baker McKenzie, shedding light on the strategies employed to establish a culture of exceptional client service.