Digital White Papers

I L T A W H I T E P A P E R | K N O W L E D G E M A N A G E M E N T & M A R K E T I N G T E C H N O L O G Y 24 • Performance Measurement: Define key performance indicators (KPIs) that measure the success of the client intelligence data project. Regularly assess progress against these metrics and adjust strategies accordingly. • Ongoing Support: Provide ongoing support through help desks, user guides, and dedicated support personnel to assist employees as they adapt to the new tools and processes. Change management is about empowering employees to integrate new practices seamlessly into the organization's fabric. By carefully planning, communicating, and supporting the transition, law firms can unlock the full potential of client intelligence data while maintaining a positive and productive work environment. Industry Best Practices and Testimonials The role of data and AI in the future of legal operations, client development, and firm growth within the business of law continues to be a hot topic. As part of our research, we were fortunate to have innovation leaders across the legal industry share their own thoughts on the importance of client intelligence data within the firm technology landscape. Keli Whitnell, Director of Firm Intelligence at Troutman Pepper, underscored the clear competitive advantage sustained by data-driven firms: "For modern law firms, data- driven decision making is not just strategic, but essential for success. Client and firm data are the cornerstones that guide us through ambiguity, connect disparate ideas, transform insights into action, illuminate opportunities, and help us transform services from ordinary to extraordinary. Firms that embrace data are positioned to remain agile, informed, and ahead of the curve." A notable theme often echoed in the context of client intelligence is the importance of well-executed data collection, curation, and integration processes in service of answering clear business questions. Amy Monaghan, Director of Client Innovation at Perkins Coie, commented, "Our goals include collecting, organizing, and surfacing the most relevant, contextual, and accurate data about our clients and our work for them so that we can continuously provide exceptional legal services. Clients are our business so it's imperative to have a strategic and client- centric approach to data and analytics. We must constantly ask ourselves, 'how might we better serve our clients?' Having access to data and insights that can help us to continue answering that question is a key goal. This is a hard task for many reasons. Generally speaking, law firms have decent "By carefully planning, communicating, and supporting the transition, law firms can unlock the full potential of client intelligence data while maintaining a positive and productive work environment."

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