Debenhams Ottaway Use Legl to Focus on the Client Experience


As Director of Client Services, Julia Taylor ensures the Debenhams Ottaway client experience is seamless from initial contact through to matter completion and beyond: “My role in the firm is to deliver that excellent first impression, uphold client expectations, and support the lawyers to be as accessible and responsive as possible.” Julia explains, “My overarching goal is to oversee and understand how people choose us, how they use us, how they pay us, and why they stay with us.” As Director of Client Services, Julia was unwavering in her approach to ensure the Debenhams Ottaway’ 100-person-strong, multi-service law firm set its [...]