Justin Klapprodt is Goodwin’s Director of Client Experience. In this role, he is responsible for leading the firmwide Voice of Client program and championing a client-centric approach to Goodwin’s legal and business services. This role is pivotal in ensuring insights are captured across the entire client lifecycle and translated into action in support of deepening client relationships and driving loyalty.
Professional Experience
Justin has spent over two decades as both a CX practitioner and consultant, building and scaling VoC programs and leading CX transformations across B2C, B2B, e-commerce, SaaS, and professional services organizations.
Prior to joining Goodwin, Justin was the Director of Global CX Insights at eBay, leading the VoC and Conversational Analytics efforts, partnering with product, marketing, operations, and service experience leaders to measure and optimize the end-to-end buyer and seller experiences.
Prior to eBay, Justin was a Principal Consultant at Forrester Research, specializing in CX strategy, design, measurement, and execution. Justin was responsible for CX consulting practice development and innovation within the firm and implementing CX and VoC programs for retail, financial services, healthcare, automotive, and professional services clients.
Credentials
Education
BA Economics2000
University of Colorado