find the latest legal job
Senior Associate - Competition, Policy & Regulatory
Category: Other | Location: Sydney CBD, Inner West & Eastern Suburbs Sydney NSW
· Work with a well regarded Partner · Sydney CBD
View details
Commercial Litigation Senior Associate
Category: Litigation and Dispute Resolution | Location: Sydney CBD, Inner West & Eastern Suburbs Sydney NSW
· Lawyers Weekly Australia Partner of the Year 2016, Insolvency
View details
MULTIPLEX Regional Legal Counsel (Vic) | 7 to 10 years + PQE
Category: Generalists - In House | Location: Melbourne CBD & Inner Suburbs Melbourne VIC
· Career defining in-house role · Tier One international contractor
View details
Junior Lawyer - Personal Injury Law
Category: Personal Injury Law | Location: Parramatta & Western Suburbs Sydney NSW
· Highly specialized practice · Challenging role with great opportunities
View details
IR Advisor/Member Advocate
Category: Industrial Relations and Employment Law | Location: St Leonards NSW 2065
· Permanent (0.8-1.0 FTE) role in a developing team
View details
Dystopian disruption

Dystopian disruption

The legal profession is stifling itself by not focusing on innovation despite the time being ripe for disruption, according to a leading strategy consultant.

Fifth Quadrant managing director Kristi Mansfield (pictured) spoke to Lawyers Weekly about how the legal profession is not really seen as one that adopts new technologies or digital innovations to boost customer service delivery or delivering new products.

Her comments come ahead of the seventh Annual Janders Dean conference later this month, of which Lawyers Weekly is a media partner.

Mansfield is addressing the conference by posing the question of ‘Corporate Entrepreneurship – Is the legal industry ready?’

“There are many untapped opportunities for entrepreneurship: either inside entrepreneurship within organisations or large firms, or outside, meaning start-ups that might be providing new innovations into the profession,” she said.

Mansfield will address issues in the legal profession including the evolution of the customer experience and the determined customer.

“What that really means is how are customers now driving interactions with businesses?” she asked.

“I’m going to talk about why that’s evolved and the problem that customers have when they interact with organisations and why they are not receiving the experience that they want.”

Mansfield said this has an impact on how organisations and firms start think about innovation dovetailing to suit the customer, with the legal profession having two main components to think about in particular.

“Is there a new model for engagement in the legal profession that is focused solely around the customer and what’s the experience that they’re delivering to their clients and customers?”

“Secondly, in terms of the services they provide, where can they be looking for opportunities to use new methodologies including co-creation to deliver services to their businesses or their clients?”

The Professional services sector including the legal profession tends to be inherently focused on client and customer needs, said Mansfield, noting they often have sophisticated systems for delivering solutions for high-value clients.

However, Mansfield believes this does not abrogate firms from seeking to innovate, and seeking to see the view from the client perspective.

“But what’s very interesting is to start working with legal firms around, well, how can they actually innovate and what does the future look like for them in terms of customer and client engagement,” she said.

Disrupt within to ward off disruptors outside

Mansfield believes the legal profession should think about how they can utilise internal resources to disrupt and innovate internally to protect themselves and their respective firms from disruption in the market.

“Other industries are adopting innovation in the digital space (online, mobile applications), and servicing through digital channels,” said Mansfield.

“How can they think about contractual outcomes or negotiations through co-creation in different digital platforms that might make the process more efficient and a better experience for all?”

Like this story? Read more:

QLS condemns actions of disgraced lawyer as ‘stain on the profession’

NSW proposes big justice reforms to target risk of reoffending

The legal budget breakdown 2017

Dystopian disruption
lawyersweekly logo
Promoted content
Recommended by Spike Native Network
more from lawyers weekly
Handshake
Sep 20 2017
Silk picked to monitor national security laws
Dr James Renwick SC has been appointed as Independent National Security Legislation Monitor after se...
Two businessman, growth
Sep 19 2017
Aus catching up on international arbitration front
Australia is starting to see a spike in international arbitration with this set to continue over the...
Prison
Sep 19 2017
Manson family killer suffered ‘miscarriage of justice’: former lawyer
A retired Australian barrister has published a book on the Manson Family murders of 1969 and called ...
APPOINTMENTS
Allens managing partner Richard Spurio, image courtesy Allens' website
Jun 21 2017
Promo season at Allens
A group of lawyers at Allens have received promotions across its PNG and Australian offices. ...
May 11 2017
Partner exits for in-house role
A Victorian lawyer has left the partnership of a national firm to start a new gig with state governm...
Esteban Gomez
May 11 2017
National firm recruits ‘major asset’
A national law firm has announced it has appointed a new corporate partner who brings over 15 years'...
opinion
Nicole Rich
May 16 2017
Access to justice for young transgender Australians
Reform is looming for the process that young transgender Australians and their families must current...
Geoff Roberson
May 11 2017
The lighter side of the law: when law and comedy collide
On the face of it, there doesn’t seem to be much that is amusing about the law, writes Geoff Rober...
Help
May 10 2017
Advocate’s immunity – without fear or without favour but not both
On 29 March 2017, the High Court handed down its decision in David Kendirjian v Eugene Lepore & ...