Elevating the Client Experience: A Conversation with Christof Pignet

At JAMS, client service has always been central to the organization’s approach. From the first interaction through the conclusion of a matter, every touchpoint presents an opportunity to provide thoughtful, responsive and personalized support to the attorneys and parties JAMS serves.

As part of its continued commitment to strengthening the client experience, JAMS recently welcomed Christof Pignet as vice president of client experience. With more than two decades of leadership experience in ultra-luxury service environments, Christof brings a distinctive perspective on creating high-touch experiences, building service-focused cultures and translating organizational values into meaningful interactions.

In this conversation, Christof discusses what exceptional service means, how his background informs his approach and what he plans to bring to the client experience at JAMS. 

You recently joined JAMS as vice president of client experience. What attracted you to the organization and this opportunity?

I was drawn to JAMS because of its strong reputation, its people and its commitment to providing exceptional experiences for attorneys and their clients. Service is already deeply embedded in the organization’s culture, which creates a strong foundation for this role.

Having spent much of my career in the luxury hospitality and service industries, the opportunity to bring that experience into alternative dispute resolution (ADR) was incredibly compelling. People naturally associate service with hospitality, but it applies to every industry. Every interaction is an opportunity to make someone feel valued and supported.

How would you define an exceptional client experience?

An exceptional client experience is thoughtful, consistent and personal. It begins with understanding what matters most to each client and recognizing that no two individuals or situations are exactly alike.

At the most fundamental level, we all want to feel valued, seen, heard and cared for. Clients should feel that we are attentive to their needs, respectful of their time and invested in making their experience as seamless as possible. Often, it is not one grand gesture that makes the difference, but many small details handled with genuine care and intention.

Your background includes more than 20 years in luxury service environments. What lessons from that experience translate most directly to JAMS?

One of the most important lessons is that exceptional service does not happen by accident. It requires a clear vision, well-defined standards, intentional training and a shared commitment embraced across the entire organization.

It also requires emotional intelligence. Clients may not always articulate exactly what they need, so we must listen closely, recognize cues and respond with empathy and sound judgment. My experience in other industries gives me a unique lens through which to evaluate and enhance the client experience.

That perspective can help us clarify communication, remove friction and make our processes more intuitive.

Luxury hospitality teaches you to anticipate rather than react. The best service often happens before someone has to ask.

JAMS has long emphasized exceptional service. What does that concept mean to you?

Exceptional service means providing an experience that feels effortless to the client because the team behind it is attentive, prepared and working in close coordination. It means anticipating needs, addressing concerns promptly and taking ownership of every interaction.

I think of JAMS as combining high technology with high touch. We offer advanced systems, tools and services while remaining deeply attentive to the people using them. Premium service should feel polished and refined, but also warm and authentic. Our standards are dependable without making the experience feel scripted or impersonal.

Why is client experience particularly important in ADR?

People often come to JAMS during some of the most complex, consequential and often stressful moments in their lives. While their primary focus is understandably on achieving a successful outcome, there are countless opportunities throughout the process to influence how supported, informed and confident they feel.

Our neutrals guide the resolution of each matter. The broader team plays a critical role in delivering an exceptional experience. By providing clear communication, seamless coordination, responsiveness, and careful attention to detail, we help create an environment where parties and their counsel can stay focused on achieving resolution.

We may not be able to change why someone comes to JAMS, but we can absolutely influence how they feel while they are here. By creating a seamless, welcoming and well-coordinated experience, we can ease the burden of an already challenging process and reinforce the trust clients place in JAMS.

What role do employees play in delivering a consistently strong client experience?

Every employee plays a role because the client experience is shaped by every interaction, whether it occurs in person, over the phone, through email or behind the scenes.

Service also extends to how we support our colleagues, neutrals, partners and vendors. That is particularly important for an organization with locations across the country and employees who may work together virtually. When people feel informed, empowered and connected to a common purpose, they are better positioned to provide thoughtful and consistent support to others.

Culture is not built in meetings; it is built and strengthened in our everyday interactions.

How can client feedback help JAMS continue to strengthen the experience it provides?

Feedback is a gift. It helps us understand what we are doing well and where we have opportunities to improve. Formal measurement tools can identify patterns over time, while direct conversations often provide valuable context and nuance.

The most important step is turning that feedback into action. Client expectations evolve, and we must remain curious, adaptable and willing to test new ideas while staying true to our core values.

What are your initial priorities in this new role?

My first priority is to listen and learn. I want to spend time with colleagues, neutrals and clients to understand the strengths of the current experience and identify opportunities to build upon them. An important part of that work will be understanding what our neutrals need from us and to make sure they have the responsive support, information and resources necessary to focus on their work and provide the highest level of service to attorneys and parties.

JAMS already has a wonderful culture of warmth, care and professionalism. My role is to help refine and apply that foundation even more consistently across locations and touchpoints. That includes examining service standards, training, feedback and measurement, as well as strengthening the systems and support surrounding our neutrals and recognizing the excellent work already taking place throughout the organization.

What do you hope clients will ultimately feel when they interact with JAMS?

I want every client to feel genuinely cared for. I want them to feel understood, valued and confident that they are in the most capable hands. Every interaction should reinforce that JAMS is responsive, thoughtful, dependable and committed to delivering an exceptional client experience.

Ultimately, our goal extends beyond successfully resolving a single matter. We want to build lasting trust and relationships that endure long after the case is complete. By remaining focused on quality, empathy and the experience we create for every client, we can continue to set the standard for excellence in our industry.