As Director of Customer Engagement I lead the team of six experienced Client Advisors. My mission is to work together with you in aligning your business strategy with the adoption and utilisation of our solutions. This is about a long term relationship where we work as part of your business and share our knowledge, experience and expertise to help you do more, better, and get greater return from your investment. The team bring many years of diverse experience of the Professional Services sector and coupled with the use of our solutions are skilled in helping you meet your aims.

I have been with LexisNexis for just over three years and have worked on a number of key strategic deals and significant client retention campaigns during that time. I am a Lawyer, Project Manager and Business Analyst. I have practiced in a number of different areas of law within a number of notable regional practices and headed IT, Development and Comms for a Top 100, 450 user Law Firm, in my time there implementing Visualfiles, iManage, Bighand, Artiion and Aderant solutions, to name a few.

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My main focus is to provide clients with impartial and objective advice on how to incorporate InterAction into your business. I try and bring a different perspective on dealing with the many challenges of ensuring user adoption and aligning the system to business planning. I have worked for a large global law firm implementing InterAction across all offices, so have first-hand experience of dealing with the organisational change brought about by introducing a CRM system, along with the expectations that it can present. I have a deep understanding of technical, process and business issues within a law firm, having worked at all levels to roll out InterAction and manage other Marketing and Business Development Projects over a period of 15 years. This covered Partners, Lawyers, Secretaries, Senior Marketing and Business Development Managers along with their respective teams.

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I have worked in marketing for professional service organisations for over 12 years in various roles, including event management, digital communications and operations. For the last eight years, I have focused specifically on InterAction, working with business development executives to align the database to business planning, key account programmes and marketing strategies. I also specialise in repositioning misunderstood (or failed) systems with business development teams and partnerships. At LexisNexis, I work with business development teams to adopt marketing and client relationship management techniques managed centrally through InterAction, to support the growth of professional service firms from domestic, office centric environments to connected global organisations. My aim is to help streamline your processes and successfully report client growth, value add and return on investment back to the business.

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In an IT career that has spanned well over twenty five years, I’ve spent time in consultancy, operations, product management and solutions design. As a Client Advisor, I am here to help you get the most from your systems and can bring that variety of experience with me to help you. Some of my colleagues have pointed out that I am a geek by nature so I do have a keen interest in all things technical. Particular areas of focus include integration and mobility. My spare time is taken up with walking (slowly), basketball (also slowly), and photography (excruciatingly slowly). Oh, I also maintain an extensive computer lab at home. The “geek” tag is probably well deserved.

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I have over 25 years of experience working with law firms across the UK and Europe. Over the last 8 years I have focussed my career into learning and sharing how best to implement and use CRM to achieve collaborative and mutually supporting business development processes at Law firms. I believe that my knowledge of InterAction coupled with an appreciation of what motivates lawyers and legal support personnel enables me to work effectively with law firms of all sizes who want to make the most of their CRM investment. I am passionate about helping law firms get the best return on their CRM investment and achieving their strategic goals with InterAction.

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During the course of my career in Legal IT over the last 25 years, I’ve held numerous roles including Legal Cashier, Finance Assistant, Fee Earner, Systems Developer, IT Manager, Head of ICT, Product Manager, Pre-sales Engineer and Data Migrations Manager. So, today as a Client Advisor, I have a wide and indeed thorough appreciation of the IT needs of law firms as well as the pressures they face in implementing solutions and optimising their functionality.

Outside of work, I’m keen on anything outdoors, but more recently fell running has become my hobby of choice over football. At the same time, I still aspire to further my record of 45+ off-road marathons.

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Zoe Uddgren-Young joins us with 10 years' experience in marketing, CRM and project management roles within law firms – first, with DWF and thereafter with BLM. At both firms, Zoe was responsible for the implementation and management of Lexis InterAction; and proudly carried the mantle of an 'InterAction Champion' in the organisations. Prior to these roles, she worked in businesses across industries including banking, not for profit and television.

At LexisNexis Enterprise Solutions, Zoe is now sharing her in-depth knowledge to help clients get the most out of their InterAction application. She is well equipped to guide clients in how best to align business strategy to the use of technology, gain organisation-wide buy-in for CRM and design robust and intuitive processes to facilitate successful adoption of InterAction.

Outside of work, Zoe enjoys reading, watching films, cooking, gym classes and walking.

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Fiona Jackson has spent over 15 years implementing and working with InterAction in professional services firms, including legal and accountancy. In these in-house roles, supported by InterAction, she managed marketing communications, devised and implemented business development strategies as well as trained and mentored fee earners. She worked closely with internal clients to understand their business processes end-to end and guided them in utilising the 'intelligence' gathered via InterAction to help them be successful at customer relationship management.

Fiona was previously a Client Advisor for five years at LexisNexis Enterprise Solutions; and was often described as "an extension to our business" by her clients. She has now returned to the company to drive an InterAction ‘repositioning’ project for a large London law firm. Fiona is also working with other firms to help them align CRM to wider business development strategies. She specialises in strategic and tactical CRM best practice, and as an expert in devising user adoption strategies, her experience in rolling out and repositioning InterAction as a business tool is proving invaluable to clients.

Fiona is mother to two teenagers, who keep her firmly on her toes. Living in Hertfordshire, she loves walking, is often found obsessing over the latest box set and enjoys all that country pubs have to offer. She also has a spectacular Gin collection of her own. Recently, Fiona has discovered a love for cooking – the varying degrees of success hasn’t stopped her from continuing to giving it a go!

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