A recent survey found that 90% of businesses have made
customer experience (CX) their primary focus. While that statistic
makes complete sense for most business interactions, one might
wonder what bearing does it have on the mediation process?
Not surprisingly, mediation services are built on a foundation
of trust. And client experience has proven to be a key part of that
trust, factoring into mediation success.
Of course, trust starts between the attorneys and their clients.
As the mediation process progresses, trust in the mediator is
essential in order to reach an equitable settlement. The
alternative dispute resolution (ADR) provider plays a vital role in
ensuring the experience of all participants is conducive to a
successful outcome. In the words of Maya Angelou, "I've
learned that people will forget what you said, people will forget
what you did, but people will never forget how you made them
feel." An effective ADR provider delivers a consistent
