Ark Group’s 3rd Annual

Client Growth Strategies for Legal Services Reimagining the Client Development Function in Transformational Times: Connecting the Dots Between Client Service, the Client Experience and the Bottom Line

The past decade has been one of upheaval in terms of what clients expect and how law firms have responded. A great deal of attention has been paid to reducing cost and increasing the predictability of matters, but perhaps the missing piece for both sides is a focus on experience and outcomes. Rather, what did the firm accomplish, and what’s the value of that in the eyes of the client? A Move from Selling Services to Designing Experiences Law firms must move beyond “traditional client service” and focus on a more comprehensive Client Experience (CX) model, that positions Marketing and Business Development in the center of operations – blurring traditional lines among Finance, Human Resources, I.T, and Practice Management. The evolution from selling services to designing experiences begins to redefine how clients measure value – not as a function of cost, but of benefit, unlocking a key differentiator for clients—and delivering a superior client experience. Marketing and Client Development functions must adapt to provide value that helps their firms navigate through uncharted territory. This may necessitate reorganization of responsibilities, processes and perhaps the very definition of marketing within a law firm. It’s not just about how we manage our clients, but also how we manage our business in order to serve those clients. Practice Management professionals must also be ready to lead the conversation on practice development, retention, expansion, execution, and succession. That means knowing what the firm and its infrastructure, practices, and lawyers want, can and can’t do—what those within the firm, or those wanting to join it are best at —and what (if any of it) makes the firm money. Ark Group’s 3rd annual Client Growth Strategies for Legal Services conference will once again provide an ideal platform for benchmarking, networking, discussion and debate around client service approaches, models and measures used to foster stronger relationships, and provide a platform for differentiation and growth — connecting the dots between client service, the client experience and the bottom line.

SPONSORS:

November 9, 2017 University of Chicago, Gleacher Center

Chicago, IL

With Key Contributions & Real-World Illustrations from:

Julie Pritchard-Hedtke, Chief Practice Management Officer, Robins Kaplan LLP

Kathleen Hilton, Senior Director of Client Service, Pillsbury Winthrop Shaw Pittman LLP

Edwin Bodensiek, Chief Client Experience Officer, Miles & Stockbridge P.C.

Elizabeth Lockett, Chief Business Development & Marketing Officer, Miles & Stockbridge P.C.

Josh Kubicki, Chief Strategy Officer, Seyfarth Shaw LLP

Judith McKay, Chief Client & Innovation Officer, McCarthy Tétrault LLP

Jeff Carr, SVP, General Counsel, Univar Inc

Sean W. Gallagher, Partner, Bartlit Beck Herman Palenchar & Scott LLP

Michael Roster, Co-Chair ACC Value Challenge; former GC of Stanford University; and former managing partner of Morrison & Foerster’s L.A. office

Melanie S. Green, Chief Client Development Officer, Faegre Baker Daniels LLP

Mona C. Zeiberg, Chief Marketing Officer, Morgan, Lewis & Bockius LLP

Suzanne Wood, National Director, Legal Project Management, Norton Rose Fulbright

Bree Johnson, Director of Strategy & Legal Project Management, Stinson Leonard Street LLP

Barry Solomon, Chief Marketing Officer, Sidley Austin

Rebecca Diaz-Bonilla, Principal, Lumen8 Advisors

Yolanda R. Cartusciello, Partner, PP&C Consulting

And Others!

8:30AM Registration & Networking Breakfast

9:00AM Opening Remarks - Conference Chairperson Mark Medice, Senior Director New Initiatives, Intapp

9:15AM Growth “Plans” and Growth “Pains” In a world where change is constant, we need to be ready with a plan to adapt to our new environment, at all times. It’s imperative that law firms have strategic plans in place to address the ever changing legal markets and client demands. It’s not just about how we manage our clients, but also how we manage our business in order to serve those clients. In managing the business units of a law firm, (i.e. practice areas), you need to manage not just to the KPIs, but to the people and the culture. Practice Management Professionals must be ready to lead the conversation on practice development, retention, expansion, execution, and succession. That first means knowing; 1) what the firm and its infrastructure, practices, and lawyers can, want to, could and can’t do; 2) what those within the firm – or those wanting to join it – are best at; and 3) what, if any of it, makes money. And that is where strategic planning for practice growth starts.

Julie Pritchard-Hedtke, Chief Practice Management Officer, Robins Kaplan LLP

9:55AM CASE STUDY Client Experience: A Case Study in Launching Culture Change, Branding, and a New Vision for Value Moving beyond client service, the more comprehensive client experience (CX) model involves everything, inside out, and outside in. The approach also positions Marketing and Business Development in the center of operations – blurring traditional lines among Finance, Human Resources, I.T, and Practice Management – all before going to market. This first-of-its kind case study will showcase the power of strategy and change management to begin to redefine how clients measure value – not as a function of cost, but of benefits. Attendees will learn how Miles & Stockbridge aggressively moved to unlock a key differentiator for clients: delivering a superior client experience. Guided by twin goals of improving employee experience and building lasting client loyalty, Chief Client Experience Officer Edwin “Ed” Bodensiek and Chief Marketing Officer Liz Lockett will present how their AmLaw 200 firm’s innovative approach was launched and how clients are reacting.

Edwin Bodensiek, Chief Client Experience Officer, Miles & Stockbridge P.C., Elizabeth Lockett, Chief Business Development & Marketing Officer, Miles & Stockbridge P.C.

10:35AM Morning Networking & Coffee Break

11:00AM CASE STUDY Holistic Client Growth Planning: A Move from Selling Services to Designing Experiences Part 1: Understand the client and opportunity using design methods and

tools. Part 2: Table stakes: design a workflow process that produces the desired

work product based on client need (speed, cost, thoroughness, etc) Part 3: Differentiation: design a service experience for the workflow and

your relationship that exceeds client need and addresses unmet needs.

Josh Kubicki, Chief Strategy Officer, Seyfarth Shaw LLP

11:30AM CASE STUDY The Utilization of Technology to Enhance the Client Experience This case study will shine a light on how one firm has enhanced the “client experience” through the utilization of a customized collaboration tool, aptly called “Client Connect” (TM) - designed to align group and individual market plans, client and industry teams as well as be the 'source of truth' for all client-related information—including client feedback and related action plans.

Judith McKay, Chief Client & Innovation Officer, McCarthy Te trault LLP 12:00PM Networking Luncheon

1:00PM PANEL DISCUSSION Building Client Growth with Outcomes Hours might be useful for monitoring where and how resources are being used but not for determining the value of the work — nor as the sole basis for a firm’s profitability modeling. So how should clients measure value and reward outcomes? And how can firms use an outcomes-based approach to enhance relationships while improving profitability and realization rates? This lively panel discussion will provide specific examples of why clients are happy with realization rates that exceed 100% and how law firms in turn can leverage an outcomes-based approach for improved and more sustainable profitability.

Jeff Carr, SVP, General Counsel, Univar Inc, Sean W. Gallagher, Partner, Bartlit Beck Herman Palenchar & Scott LLP, Michael Roster, Co-Chair ACC Value Challenge; former GC of Stanford University; and former managing partner of Morrison & Foerster’s L.A. office

1:45PM PANEL DISCUSSION LPM 2.0 – Client Centric Staffing: Challenges and Opportunities At CLOC 2017, a room full of legal department personnel identified staffing as the number one challenge facing law firms. Matter, client and portfolio staffing of timekeepers at the right level and right rate is increasingly a baseline requirement to ensure client growth. While there are significant opportunities for firms and LPM personnel who partner with clients to understand their staffing goals, challenges remain. In this segment, we will discuss 1) the need to better leverage work at matter, client and portfolio levels; 2) challenges implementing and enforcing new or alternative staffing models to existing models; 3) solutions and case studies of where managing staffing has worked.

Suzanne Wood, National Director, Legal Project Management, Norton Rose Fulbright, Bree Johnson, Director of Strategy & Legal Project Management, Stinson Leonard Street LLP

2:30PM Afternoon Networking & Coffee Break

3:00PM INTERACTIVE DISCUSSION Learning to Understand the Client… This dynamic segment will open with a 10-minute (mock) client interview of a general counsel, grounded in active listening. The interview will then flow into a facilitated white-boarding session, breaking conference attendees into two teams, for conversation follow-up: How will the teams demonstrate that they understand the client's priorities? What are their action steps? In real-time, the GC will evaluate audience suggestions, identify any GAPs, and further articulate his/her point-of-view, ultimately naming a “winning team.” Audience take-aways will include two running-start checklists (i.e. The Checklist Manifesto), strategies to “wow” the client, as well as tips and lessons learned in conducting a successful client conversation – the first step to building loyalty!

Rebecca Diaz-Bonilla, Principal, Lumen8 Advisors, Kathleen Hilton, Senior Director of Client Service, Pillsbury Winthrop Shaw Pittman LLP, Chicago-Area General Counsel - TBA

3:45PM CLOSING DISCUSSION Positive Disruption: Reimagining the Client Development Function in Transformational Times As law firms attempt to drive meaningful, client-driven change to the way they provide legal services, marketing and client development functions must also adapt to provide value that helps their firms navigate through uncharted territory. This may necessitate reorganization of responsibilities, processes and the very definition of marketing within a law firm. At the same time, when push comes to shove, someone needs to finish that Chambers submission and that RFP. In this session, our panelists will discuss ways in which marketers can effectively work with lawyers and administrators, vendors, and the latest technology and techniques such as client journey mapping to disrupt the status quo and reinvent the client development function.

Barry Solomon, Chief Marketing Officer, Sidley Austin, Melanie Green, Chief Client Development Officer, Faegre Baker Daniels LLP, Mona Zeiberg, Chief Marketing Officer, Morgan, Lewis & Bockius LLP, Yolanda R. Cartusciello, Partner, PP&C Consulting

4:30PM Wrap-Up/Closing Remarks Mark Medice, Senior Director New Initiatives, Intapp

Client Growth Strategies for Legal Services Reimagining the Client Development Function in Transformational Times:

Connecting the Dots Between Client Service, the Client Experience and the Bottom Line

Conference Agenda-Thursday, November 9, 2017

Client Growth Strategies for Legal Services (November 9th - Chicago)

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Venue and Accommodations

This conference w ill be held at the University of Chicago’s Gleacher Center - located at 450 North Cityfront Plaza Drive Chicago, IL 60611— located in the heart of Chicago's business community, just blocks away from the Loop. For more information including suggestions for nearby hotels, please contact Peter Franken at Pfrank-en@ark-group.com or at 312 212 1301

Who Will Attend This Conference

Ark Group’s 3rd annual Client Growth Strategies for Legal Services is designed primarily for those responsible for the development and execution of client service strategy -- including but not limited to: Heads of Marketing and Business Development, Heads of Practice Management, Managing Partners, Practice Group Leaders, Client Team Leaders, Section Chairs, Heads of Knowledge Management, or any client service professional involved in managing or leveraging resources within these functions - including attorneys.

PLEASE NOTE: Ark Group cannot be responsible for assisting potential attendees in obtaining visas to the country in which this event is being held. Attendees are responsible for their own travel and visa

Conference Registration (law firms) $795 Conference Registration (corp/in-house)) $395 Registration for Vendors/Solution Providers $995

EARLY-BIRD DISCOUNT: I am registering before September 29th and would like to claim my 15% early bird discount!

***Team Discounts: Call Peter Franken at 312 212 1301***

Please note: payment must be received in full prior to the event to guarantee your place

Registration conditions 1. Registrations can be submitted at any stage prior to the event, subject to availability. A limited allocation is being held and registering early is therefore recommended, in the event of the registration not being accepted by Ark Group the total amount will be refunded. 2. Payment must be received in full prior to the course. 3. All speakers are correct at the time of printing, but are subject to variation without notice. 4. If the delegate cancels after the registration has been accepted, the delegate will be liable to the following cancellation charges: - Cancellations notified over 45 days prior to the event will not incur a cancellation fee. - In the event of a cancellation being between 45 and 30 days prior to the event, a 20% cancellation fee will be charged. - For cancellations received less than 30 days prior to the event, the full delegate rate must be paid and no refunds will be available. 5. All registrations submitted by e-mail, fax, or over the telephone are subject to these booking conditions. 6. All cancellations must be received in writing. 7. Ark Group will not be held liable for circumstances beyond their control which lead to the cancellation or variation of the program. 8. Please make checks payable to Ark Group USA. Ark Group USA will not use your email address or information for any purpose other than distributing our conference and event notices.

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Sponsorship Opportunities

If you are interested in learning about sponsorship opportunities for this event, please contact Kevin Klein for more details at kklein@ark-group.com or by phone at 312 212 1302

A R K G R O U P U S A Organization

Client Growth Strategies for Legal Services

The University of Chicago - Gleacher Center

450 N. Cityfront Plaza Drive Chicago, IL 60611

312.464.8787 http://www.gleachercenter.com/

THIS CONFERENCE WILL BE HELD AT: NOVEMBER 9, 2017 — CHICAGO, IL

Loew’s Chicago Hotel 455 North Park Drive Chicago, IL 60611 Phone: 312-840-6600 Reservations: 877-868-8232 http://www.loewshotels.com/chicago-downtown/ Sheraton Chicago Hotel & Towers 301 E. North Water Street Chicago, Illinois 60611 1.877.242.2558 > Reservations http://www.sheratonchicago.com Embassy Suites Chicago ~ Downtown/Lakefront 511 N. Columbus Drive Chicago, Illinois 60611 312.836.5900 > Reservations http://embassysuites1.hilton.com/en_US/es/hotel/CHIREES-Embassy-Suites-Chicago-Downtown-Lakefront-Illinois/index.do InterContinental Chicago 505 N. Michigan Avenue Chicago, Illinois 60611 1.312.944.4100 > Reservations http://www.icchicagohotel.com/index.cfm Chicago Marriott Downtown 540 N. Michigan Avenue Chicago, Illinois 60611 312.836.0100 > Reservations http://www.marriott.com/hotels/travel/chidt-chicago-marriott-downtown-magnificent-mile/

Fairfield Inn & Suites Chicago Downtown/Magnificent Mile 216 East Ontario Street Chicago Illinois 60611 312.787.3777

www.fairfieldsuiteschicago.com

For a complete list of Chicago hotels please visit the following link

http://www.choosechicago.com/chicago-hotels/

The following hotels are located in close proximity to the Gleacher Center:

The Gleacher Center is conveniently located in the heart of Chicago ’s business community just blocks away from the Loop and steps away from Magnificent Mile shopping, restaurants and hotels. It is easily accessible from public transportation and adjacent parking lots.