Jeff Robbins still remembers the emotion and feelings he had when his mother passed after open heart surgery. The surgeon consoled him as her situation worsened: "I'm going to treat your mom like she's my mom." That was about eight years ago. Today, Jeff is the director of client experience at DM Injury Law, a role that fit him personally and professionally after working in the healthcare field. “I like sharing that story with people because it kind of gave me that ‘a-ha’ moment of: Experience is not about perfection, it's about presence,” Jeff tells host Paul Bamert. He and Paul have collaborated on research aimed at understanding the modern consumer. In this episode, they discuss what the legal industry can learn from healthcare and how law firms can use tools like Case Status to stay emotionally present across hundreds of cases.

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