Welcome to the first Briefing issue of 2025! In this issue, we take a deep dive into how firms are reshaping their approaches to marketing, business development and client relationship management on the back of shifting client expectations — and what role technology and data play in this.

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In addition, we exclusively speak to Ashurst‘s new chief business development officer Adam Soames about what influenced his decision to join the firm, and his ambitious plans to take the firm’s client service delivery to the next level.

Plus, we bring you several insightful thought leadership pieces from some of the top senior leaders in the legal sector — including Charlotte Eberlein, head of marketing and business development at Thomson Snell & Passmore, Lewis Silkin’s chief people officer Julia Paulding, Mark Penlington, head of risk, resilience and internal audit at Irwin Mitchell, and CMS’ chief operations and sustainability officer Barbara Mendler.

Industry views

Elsewhere a broad canvass of legal business perspectives and case study chronicles include:

• Shakespeare Martineau’s heads of business development and marketing Audrey Holden and Daniel Woodhouse discuss why the implementation of Peppermint Technology’s CRM is a clear win for client and internal development
• Mishcon de Reya’s head of technology Chris Stanage and technology services manager Sam Wren outline how Modular Services is helping the firm deliver non-stop, high-quality tech support to its people
• Introhive’s industry director Al Mercer and Strategic Narrative’s chief storyteller Stuart Maister weigh in on the secret to unlocking cross-selling opportunities and long-lasting client relationships
• Clyde & Co’s director of legal delivery and innovation Stephen Allen details how the firm has gone from clutter to efficiency by switching to LexisNexis Enterprise Solutions’ Omni platform
• Litera’s CEO Avaneesh Marwaha explains why a successful growth strategy must have client data and insight at its core
• Oddr’s strategic adviser Dan Wales explains how and why firms should switch to invoice-to-cash platforms to create a smoother client experience
• sa.global’s CEO Stephen James outlines how firms can leverage AI to really advance a firm’s strategic objectives
• Red Rose Technologies’ founder Andrew Moules explores how unified communications has grown from a mere business utility to an indispensable part of a firm’s operations
• Attest Group’s managing director Paul Suffield on why, and how firms should harness the power of data to boost client engagement
• Elite’s chief product officer Elisabet Hardy and VP of product strategy Philip Kelvin highlight the importance of delivering a top-class service from beginning to end to strengthen client relationships.

Beyond the letter of the law: meeting clients’ new needs

In the face of adversity and rapid technological growth in recent years, clients’ expectations of service-delivery elements have shifted — moving towards an increased desire for personalisation, greater value and higher standards. Briefing editor Andreea Dulgheru explores what clients are now prioritising when selecting firms and how firms are strategically responding to such changes.

Has the legal sector learned its lessons?

Five years after the Covid-19 pandemic hit and shook the world, Mark Penlington, head of risk, resilience and internal audit at Irwin Mitchell, assesses whether legal firms have evolved enough to weather another potential global pandemic — and where the gaps still are.

Neurodiversity: learning to adapt the workplace and myself

As a neurodiverse person herself, Barbara Mendler, chief operations and sustainability officer at CMS knows fully well how impactful a sustainable work environment can be. She outlines how the firm is taking big steps to creating safe and inclusive office spaces to enable all its members to thrive.