The penultimate episode of series three of the Build Better Habits webinar series explored the mindset of thinking digital-first and shared best practices for future-proofing your law firm.

Amy Bruce, marketing director at Osprey Approach, was joined by Sarah Charlton, CEO of  Eaton-Evans & Morris Solicitors; Kirsty Pappin, founder of Aries Legal Practice Management; and Sarah Keegan, co-founder of The CS Partnership for a lively and insightful discussion on a range of topics including responsibility for digital initiatives, key habits for thinking digital-first, and future trends and challenges across law firm operations.

Gain a competitive edge

Kirsty stressed the importance of identifying a firm’s unique selling point (USP). “What is it that makes you different to all of those [other firms]?”

Sarah C shared her experience of creating small focus groups within her firm to gather diverse perspectives and identify what influences client decisions. “You have to find a USP. It may be a case that you need to bring other people in to understand what their decision process is and then capitalise on that,” she explained.

Sarah K emphasised the importance of client service. “People buy people, really. And it is important to have a USP, but maybe it could be how we look after you,” she said. She highlighted that building strong relationships with clients can help firms stay competitive even in a fast-paced, tech-driven environment. 

Who should be responsible for digital initiatives? 

Implementing digital initiatives requires clear leadership and collaboration across the firm. The panellists discussed who should take the lead and how to ensure successful digital transformation.

Sarah K suggested that owners and directors should lead the charge but recognised that they might not always be the best suited for the task. “Whoever wants to do this, and who is capable of being heard in the firm is the person best placed for that job,” she said.

Sarah C shared that in her firm, everyone is encouraged to contribute ideas for digital initiatives. “When we recruit, we are looking for people who are forward-thinking and tech-orientated,” she explained.

Kirsty noted that in many SME law firms, the practice manager or operations director often takes on the role of managing digital initiatives. “It’s normally that operational level in the SME that’s going out and doing it,” she said.

The six key habits for thinking digital-first 

Adopting a digital-first mindset means developing key habits that promote continuous improvement, effective communication, and staying informed about technological advancements. The panellists shared their top six habits for ensuring a digital-first mindset within law firms, including regular process reviews and being ready to embrace change.

To find out the six habits, watch the full webinar here >

Future trends and challenges in law firm operations 

The panellists talked about what the law firm of the future might look like and the steps leaders should take today to prepare for future challenges and opportunities.

Sarah C emphasised the importance of embracing change and staying ahead of technological advancements. “If [firms are] not already on the train of change and digitalisation, then the gap is going to be huge,” she warned.

Kirsty emphasised the importance of thinking long-term and considering the expectations of future generations. She highlighted that younger generations, such as Gen Alpha, will expect tech-driven and efficient working environments. By anticipating these future needs, law firms can better prepare themselves to attract and retain talent, as well as meet the evolving demands of their clients. 

Sarah K shared an analogy from the business world, noting that some companies see themselves as tech companies first, even if they are in different industries. “The future law firm is going to be thinking of themselves as a tech company whilst delivering law,” she said. 

Embracing a digital-first mindset

Embracing a digital-first mindset is crucial for modern law firms to stay competitive and deliver exceptional client service. By understanding the needs of your clients, establishing a digital-first mindset, and ensuring your team is well-supported, you can create a strategy that drives success. As the panellists highlighted, the key is to be proactive, stay informed, and always keep the client’s needs at the forefront of your decisions. 

For more exclusive advice and first-hand stories on future-proofing your firm, watch the full episode on-demand now. You can hear from Sarah Charlton, Kirsty Pappin, and Sarah Keegan as they share their experiences on effective client onboarding, staying competitive, and preparing for the future.

Kindly shared by Osprey Approach