About LegalCX
LegalCX offers flexible engagements tailored to each firm's priorities, resources and existing and emerging capabilities. Our work ranges from focused improvement initiatives and individual leadership coaching to professional development and organizational function design.
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How We Work
Facilitated CXI Sprints
Focused improvement exercises bring small, cross-functional teams together to address manageable organizational priorities or points of contact, typically 1–3 at a time. Opportunities may emerge from client feedback, employee insights, existing data, operational challenges or the proactive design of better experiences. Participants learn and apply CXI and high-performing team-building methods while developing solutions, implementing improvements and evaluating results. Start with a single sprint or build a broader CXI strategy through successive improvement cycles across teams, departments or practice groups. Each engagement is tailored to your priorities, delivering practical improvements while developing internal competency that can grow across the organization.
Fractional CX Role & Function Development
Designing a CXI function and managing one require different competencies. LegalCX provides independent, fractional expertise to help organizations establish, evaluate or expand their CXI capabilities. Working alongside existing leadership and teams, we assess current resources and responsibilities, clarify objectives, develop practical processes and define the roles and competencies needed for sustainable improvement. Fractional leadership can also help organizations establish and evaluate a new function before committing to permanent leadership or a predetermined organizational structure. The objective is to develop a function that internal teams are equipped to manage and sustain.
CXI Education & Professional Develop
LegalCX offers experiential education and facilitated learning opportunities that develop CXI competency while strengthening communication, collaboration and problem-solving. Programs include introductory CXI courses, CLE, customized workshops, interactive team exercises and facilitated departmental or leadership retreats. Programs can stand alone or complement improvement initiatives, allowing participants to apply what they learn to real organizational opportunities and challenges. Opportunities may emerge from client feedback, employee insights, existing data, operational challenges or the proactive design of better experiences. Participants learn and apply CXI methods while developing solutions, implementing improvements and evaluating results. Start with a single sprint or build a broader CXI strategy through successive improvement cycles across teams, departments or practice groups. Each engagement is tailored to your priorities, delivering practical improvements while developing internal competency that can grow across the organization.
Strategic CXI Advisory & Leadership Coaching
LegalCX provides an independent perspective for organizations and professionals responsible for advancing CX initiatives. Advisory engagements can support strategic planning, evaluate existing programs, clarify organizational priorities, strengthen feedback processes or help navigate organizational change. For existing and newly appointed CX leaders, focused 6–8 week coaching engagements provide individualized support to develop CXI competencies, address practical challenges and advance initiatives within their organizations. Support can be project-based, structured around a coaching engagement or ongoing, depending on the organization's needs.
Meet Your Facilitator
Julie Nabors Brown
Julie is the founder of LegalCX and The Client Experience Collaborative, specializing in client experience and continuous improvement in complex professional and regulated environments.
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Her background spans legal services, automotive retail, international avionics manufacturing, education and consulting, including facilitating Toyota’s CXI certification program and supporting marketing, audience development and strategic communications across  Law.com.
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A longtime volunteer in education and community service, she also contributes to legal system reform and access-to-justice efforts, extending her CXI expertise to systems serving children and vulnerable stakeholders.
M.S., Management
Daniels College of Business, University of Denver
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Graduate Certificates, Finance and Organizational Conflict Management
Daniels College of Business, University of Denver
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B.S., International Business
Birmingham-Southern College
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Basic Mediation Training, 40 Hours
Judy Mares-Dixon & Associates
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Certified Divorce Financial Analyst (CDFA), designation earned
Institute for Divorce Financial Analysts
Founder & CXI Facilitator
What I Bring to the Process
CXI must be tailored to every law firm’s unique culture and systems. Independent facilitation ensures these strategies integrate with your internal expertise and professional needs effectively. I bring:
Neutral Facilitation
Trained in mediation and facilitation, I am comfortable working across roles, departments, organizations, and levels of seniority—bringing stakeholders into the process, navigating competing perspectives, and facilitating workable consensus.
Objective Perspective
Sometimes the hardest problems to see clearly or raise are the ones you work within every day. An outside perspective can help surface assumptions, identify patterns, and articulate a pain point or clog into a solvable problem.
Applied Expertise
Non-lawyer CXI expertise combined with experience in complex legal and regulated environments brings an informed outside perspective to pressure-test assumptions and identify overlooked opportunities for improvement.
