Laurence Cheney

As Head of Clients at Murgitroyd, I am responsible for shaping our approach to client experience, client intelligence, and strategic client relationship management. With over 20 years of experience in intellectual property, I have developed a strong interest in how organisations can use client insight as a catalyst for growth, innovation, and long-term client success.

My work focuses on helping our firm listen more effectively to clients through satisfaction surveys, interviews, key account management, and proactive client intelligence. I am particularly interested in forward-looking approaches to client listening that help organisations understand emerging needs and opportunities rather than simply measuring historic performance. Through CXPA, I hope to learn from a diverse community of customer experience professionals and contribute perspectives from the professional services and intellectual property sectors.