P2P

71 I L T A N E T . O R G you need to have the technolo, processes and people working together. In no particular order, I'll start with technology Jim McKenna, CIO at Fenwick & West LLP, and ILTA Board President did a great job of summarizing the key findings from the ILTA 2019 Technolo Survey. • Clients want more value for the same or less money • Security is critical and more difficult • Mobile first: we want to work anytime, anywhere • Artificial Intelligence: what will I do with it? • Automation is no longer a dirty word • Smart/agile working practices will emerge over the next 5 years • Working from home: firms will have more people than office desks We need to recognize there are issues with technolo. They center around confidentiality, security and integrity of data. How we embrace technolo (the company culture) and how we stop or restrict staff from using their own technolo will both need to be addressed. Next, we turn to the process Many of the conference sessions emphasized that technolo makes good processes more efficient and good people even better. Greater efficiency leads to increased productivity and higher profitability. So, what are the key drivers of change? In some form it includes: • Lower cost and cost certainty • Better risk management • Improved client service • Demonstrate value For a sustained technolo adoption program to be successful, companies need to follow a formal change management process. Training can't just be about learning the features and functions of the technolo; it needs to be built around a process, a workflow or a real-world use case. Last but by no means least, the people As I've already said, often the biggest barrier to technolo adoption is the people who use it. You need to consider what motivates people to use technolo and always demonstrate the value to secure their buy in. You also need to recognize that people all use technolo differently. We are dealing with a wide age demographic. I'm talking mental age, not physical age here. Comfort with technolo is a state of mind; it's an attitude and nothing to do with your date of birth. The biggest mistake you can ever make is to assume Millennials get it and Baby Boomers don't. ILTA Eric McCashey is the Director of Product Marketing at HighQ (part of Thomson Reuters) and is responsible for the marketing success of the company's software platform. His past experience in technolo marketing informs his ability to develop a deep knowledge of the market to distill product functionality into core marketing messages. He can be reached at eric.mccashey@thomsonreuters.com.

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