Deep-Insight and DWF Partner on New Key Account Programme
10.03.2020 , by Fabienne Falvay

Fabienne FalvayHello. I’m Fabienne.

DWF is a global legal firm based in Manchester. We kicked off a new Key Account Programme with them last week. I’m delighted to be involved as it’s the first time Deep-Insight has helped a major international law firm establish a programme like this.

Don’t get me wrong. We have set up hundreds of programmes like this in other sectors. What’s exciting about this one is that DWF is one of only a few legal firms to establish such a comprehensive international programme.

I’m really looking forward to working with Karen Lees and her team on this!

Fabienne Falvay
Project Coordinator, Deep-Insight


Deep-Insight and DWF partner on new Key Account Programme

Cork, 10 March 2020
Deep-Insight is delighted to partner with DWF on a new Key Account Programme. DWF is a global legal business headquartered in Manchester in the UK. It supplies services to the global legal market. It also provides complementary connected services to its clients. DWF’s purpose is to transform legal services through its people for its clients using three principal strategic objectives:

– understanding clients;
– engaging people;
– doing things differently.

Karen Lees is Head of Clients at DWF and has overall responsibility for success. “We are delighted to launch this new and improved client feedback programme. The new approach enables us to gather feedback from our clients globally. More important, it allows us to analyse the trends and act upon the findings. In line with best practice, we will be gathering both qualitative and quantitative data about our clients’ experience with us. Introducing an effective client feedback process ensures we have robust practices in place that allow for a measurable and scalable client-focused strategy.”

John O’Connor, CEO of Deep-Insight adds: “It’s an honour to be working with the UK’s largest listed law firm. DWF is also one of the most innovative legal firms, having been ranked 11th in Europe by the Financial Times. Today, DWF is more than just a UK law firm. It has already completed 15 acquisitions and has transformed itself into a global company operating across 14 different jurisdictions. This new Key Account Programme will help DWF understand how each client feels about its relationship with the firm.”


About Deep-Insight

Deep-Insight is a leading European B2B Customer Experience (CX) company. It was founded in 2000 by a small team of ‘magicians’ with one goal: researching a way to read customers’ minds. Deep-Insight is headquartered in Cork, Ireland and has sales operation in the UK, Netherlands and Australia.

About DWF

DWF is a global legal business providing Complex, Managed and Connected Services. It operates from 33 key locations with approximately 4,300 people. DWF became the first Main Market Premium Listed legal business on the London Stock Exchange in March 2019. DWF recorded revenues of £272 million in the year ended 30 April 2019. For more information, visit the website.