Client Experience: Leveraging Journey Mapping for Exceptional Experience
Includes a Live Web Event on 05/20/2026 at 2:00 PM (CDT)
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- Users - Free!
Many firms are prioritizing client experience, yet they still struggle with engagement, retention and consistency.
In this session, Dr. Mary Ritz explores how journey mapping can be leveraged as a strategic discipline to strengthen client experience and organizational performance. You will learn how to use journey mapping to intentionally design client experiences that deliver real results and build a discipline that aligns your organization around what truly matters to your clients. You’ll leave being able to answer where in your client journey you are unintentionally losing engagement, how consistent your experience is across touchpoints and teams, and whether your processes are designed around the client or internal priorities.
Learning Objectives:
- Discover why journey mapping is essential to improving client experience and driving performance.
- Learn how to center employee experience and internal alignment to shape every client interaction.
- Leverage AI to enhance insights, personalization and operational effectiveness across the client journey.
This webinar is $50 for ALA members and $125 for nonmembers. Current CLMs may use the code 26CLM for a $5 discount.
CLM Application Credit: 1 hour of Organizational Development.
CLM Functional Specialist: 1 hour of Legal Industry/Business Management.
CLM Recertification Credit: 1 hour of Legal Industry/Business Management.
Dr. Mary Ritz
Founder and Owner
Almenta International
Dr. Mary Ritz is the Owner and Founder of Almenta International. She holds a PhD in Business focusing on Customer Centricity, an MBA with a concentration in International Business and an undergraduate degree in Marketing. An international facilitator, speaker and consultant with over 10 years’ experience from a diverse background, Dr. Ritz has had the privilege of working at an international level in North America and across Africa with small, medium and large organizations. She is a thought-provoking facilitator and consultant who uses innovative approaches that bring training and learning to life – thus successfully empowering people from the inside out.
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