Matters: A podcast from Clio

As lawyers and law firms have made the effort to meet clients where they are, the transition to remote work was well underway in the legal profession long before the COVID pandemic made it a necessity. In this episode, we hear about what a remote experience looks like for three very different firms: an internationally-distributed law firm, a digital-first law firm, and a law firm that delivers legal services from an RV.Specific topics highlighted in this episode include: How lawyer mobility contributes to an improved client experience The technology that enables a remotely-delivered client experience How remote legal work can simultaneously improve access to justice and the client pipeline for law firms How to manage remotely distributed legal teams Listen now to learn how to ensure a great client experience whether you're working in the office, from the courthouse, or on the road.Our GuestsMitch JacksonJon Mitchell “Mitch” Jackson is a senior partner and founding attorney of Jackson & Wilson. He has represented clients in the Orange County, CA, area for over 30 years, and he is committed to providing the trustworthy and skilled legal representation people need during the most difficult times of their lives—after a serious accident or the loss of a loved one. He has met with considerable success in this endeavor, recovering millions on behalf of the injured, including numerous multimillion-dollar settlements and verdicts. Also known as “The Streaming Lawyer,” Mitch is a legal social media expert who speaks regularly across the US and teaches other lawyers how to market themselves better. You can follow Mitch on Twitter at @mitchjacksonJustin OsbornJustin Osborn is a founding member of Counsel Carolina (Osborn Gambale Beckley & Budd PLLC), whose personal advocacy for fairness and progressive social policies led to the firm's RV-based mobile services program. A former insurance adjuster and insurance defense lawyer, Justin now represents clients against the same corporate and insurance interests he once defended. A proud tribal citizen of the Cherokee Nation and one of the first in his family to obtain a college degree, Justin has rededicated his career to making legal services more equitable and universally accessible. You can follow Justin on Twitter at @justin_osbornLeón Fernando del CantoLeón Fernando Del Canto leads Del Canto Chambers' International Tax & Legal team. In 2006 he became the first Spanish citizen to hold a double qualification as a barrister in England and Spanish Abogado and he joined The Honourable Society of Lincoln's Inn in London. He is a member of the Worshipful Association of Tax Advisers in the City of London, and a liveryman of the City of London. Fernando has represented clients in Madrid, New York, London, Doha, and Hong Kong. He advocates for private clients and their families as well as for companies with international operations. You can follow Fernando on Twitter at @LeonFDelCanto

How do you measure the impact of a big idea? Shifting to a client-centered model is a big, broad change for the legal profession—but how can law firms tell it's the right one? In the latest episode of Matters, Jack and Nefra are joined by a data scientist and three law firm leaders to learn what firms should be looking at, business metrics to focus on, and how their clients are letting them know they're on the right track.Specific topics highlighted in this episode include: Data points and metrics for measuring the impact of a shift to a client-centered model What ‘success' means to different law firms The opportunities for law firms to collect feedback from clients Listen now to learn how to measure what matters to your law firm.Our GuestsNika KabiriNika Kabiri has spent 20+ years studying how people make decisions in a variety of contexts. She has a JD from the University of Texas, a PhD in Sociology from the University of Washington, and currently teaches Decision Science at the University of Washington. Nika has worked with businesses of all sizes, including Amazon, Microsoft, VMware, Sony, Oakley, PepsiCo, General Mills, Anheuser-Busch InBev, the Seattle Seahawks, Zillow, Expedia, Smartsheet—and Clio. She is also an Advisor at Madrona Venture Labs, where she helps startups get their footing. You can follow Nika on Twitter at @nikakabiriRebecca BellRebecca is the founder and principal attorney at rb LEGAL, LLC. She started the firm to provide people with real and  practical solutions to their legal questions in a welcoming and comfortable environment. Rebecca brings a wealth of expertise, wisdom, experience, and compassion to the rb LEGAL team. She helps clients with their probate, estate planning, business law, and equine law issues. Her hobbies include Latin & Ballroom dancing and spoiling her dogs. She prefers Haagen-Dazs® Vanilla or Culver's® Chocolate Custard. You can follow Rebecca on Twitter at @rb_legal.Katy YoungOn a typical day you'll find Katy, Ad Astra's managing partner and boss lady extraordinaire, out on the front lines advocating fiercely for her clients — as well as behind the scenes, helping to build a law firm full of wonderful people she's proud of. “You miss 100% of the shots you don't take” is one of Katy's life mantras, and she's never backed down from pursuing the outcome that represents a true victory for each client. You can follow Katy on Twitter at @astralegalsf.León Fernando del CantoLeón Fernando Del Canto leads Del Canto Chambers' International Tax & Legal team. In 2006 he became the first Spanish citizen to hold a double qualification as a barrister in England and Spanish Abogado and he joined The Honourable Society of Lincoln's Inn in London. He is a member of the Worshipful Association of Tax Advisers in the City of London, and a liveryman of the City of London. Fernando has represented clients in Madrid, New York, London, Doha, and Hong Kong. He advocates for private clients and their families as well as for companies with international operations. You can follow Fernando on Twitter at @LeonFDelCanto

The COVID pandemic has fundamentally and permanently transformed industries around the world—and the legal industry is no exception. In this episode of Matters, we'll speak to organizational leaders, educators, and practicing attorneys to hear how the practice of law has changed—and what attorneys need to do to keep pace.Specific topics highlighted in this episode include: How the COVID pandemic highlighted the mental health crisis in the legal industry How client behaviors have permanently changed as a result of the COVID pandemic How professional organizations can support law firms through the transition Listen now to learn how your law firm needs to adapt to these permanent changes.Our GuestsCharlene TheodoreMs. Theodore, the President of the Ontario Bar Association, draws on her experience as a lawyer who has practiced international human rights, labour and employment law. She started her career as a human rights lawyer, appearing before administrative tribunals and various levels of court, including Canada's Federal Court of Appeal.  She also represented the interests of Canadians of African descent before federal and provincial legislative committees, as well as United Nations human rights treaty bodies. She then focused her practice on labour and employment law, specializing in complex workplace and union challenges.  Her advocacy extends beyond the courtroom to society at large through her dedication to community service. You can follow Inti on Twitter at @CharleneYYZElise BuieElise Buie is Founder of Elise Buie Family Law Group, a family lawyer, and a Guardian ad Litem based in the Seattle area. Elise is an active member of the Washington Bar and many other bars and legal organizations. She provides her time and services through the Moderate Means program of the Washington State Bar Association, and she completed the ABA Family Law Trial Advocacy Institute sponsored by the National Institute for Trial Advocacy in Boulder, Colorado. Elise and her firm focus on advocating for children's best interest in high-conflict divorce and dependency matters. You can follow her on Twitter at @elisebuieMitch JacksonJon Mitchell “Mitch” Jackson is a senior partner and founding attorney of Jackson & Wilson. He has represented clients in the Orange County, CA, area for over 30 years, and he is committed to providing the trustworthy and skilled legal representation people need during the most difficult times of their lives—after a serious accident or the loss of a loved one. He has met with considerable success in this endeavor, recovering millions on behalf of the injured, including numerous multimillion-dollar settlements and verdicts. Also known as “The Streaming Lawyer,” Mitch is a legal social media expert who speaks regularly across the US and teaches other lawyers how to market themselves better. You can follow Mitch on Twitter at @mitchjacksonBill HendersonBill Henderson joined the Indiana University Maurer School of Law faculty in 2003 following a visiting appointment at Chicago-Kent College of Law and a judicial clerkship for Judge Richard Cudahy of the U.S. Court of Appeals for the Seventh Circuit. Drawing upon more than a decade of research, Bill is a sought-after commentator on the changing legal marketplace and has accumulated numerous awards. In the last five years, he has been named one of the 100 Most Influential Lawyers in America by the National Law Journal, the Most Influential Person in Legal Education by National Jurist Magazine, and one of the inaugural group of “Legal Rebels” profiled by the ABA Journal. You can follow Bill on Twitter at @wihender

In the past couple of episodes, we've looked at practical ways to put yourself in your client's shoes, and to adopt a client-centered mindset. This episode, we're looking at how to put client-centered ideas into practice at your firm, and to help us, four legal experts shared their knowledge around implementing techniques that improve the experience for clients and members of the firm. Specific topics highlighted in this episode include: Why it's important to put client-centered practices in place at your firm How to build your practice around the client experience How to try new techniques, evaluate them, and make adjustments over time The value of getting feedback from clients, and using it to improve your practice This episode features Mitch Kowalski, Shreya Ley, Elise Buie, and Fernando del Canto. Listen now to hear their valuable perspectives.Our Guests:Mitch KowalskiMitch Kowalski is a lawyer, writer, keynote speaker, legal operations consultant, and author of the critically-acclaimed books The Great Legal Reformation and Avoiding Extinction: Reimagining Legal Services for the 21st Century. A College of Law Practice Management Fellow and a Fastcase 50 Innovator Award honoree, Mitch has general counsel, international law firm partner, and Board of Directors experience. As a legal consultant, he helps teams and law firms to deliver value and perform at higher levels. Mitch speaks on legal service innovation at conferences around the world and writes for a variety of publications about the challenges of legal operations. You can follow him on Twitter at @MEKowalskiShreya LeyShreya Ley is a Lawyer-Human with LayRoots. While on a surfing trip in Westport, WA, she and her partner in life and business chose to open a practice focusing on estate planning and asset protection. They have a special interest in how small business owners can protect their personal assets, continue to provide for their families in case of an emergency, and protect their intellectual property. A graduate of the University of Texas at Austin, Shreya received her J.D. at Tulane University Law School in 2010. You can follow Shreya on Twitter at @layyourrootsElise BuieElise Buie is Founder of Elise Buie Family Law Group, a family lawyer, and a Guardian ad Litem based in the Seattle area. Elise is an active member of the Washington Bar and many other bars and legal organizations. She provides her time and services through the Moderate Means program of the Washington State Bar Association, and she completed the ABA Family Law Trial Advocacy Institute sponsored by the National Institute for Trial Advocacy in Boulder, Colorado. Elise and her firm focus on advocating for children's best interest in high-conflict divorce and dependency matters. You can follow her on Twitter at @elisebuieLeón Fernando del CantoLeón Fernando Del Canto leads Del Canto Chambers' International Tax & Legal team. In 2006 he became the first Spanish citizen to hold a double qualification as a barrister in England and Spanish Abogado and he joined The Honourable Society of Lincoln's Inn in London. He is a member of the Worshipful Association of Tax Advisers in the City of London, and a liveryman of the City of London. Fernando has represented clients in Madrid, New York, London, Doha, and Hong Kong. He advocates for private clients and their families as well as for companies with international operations. You can follow Fernando on Twitter at @LeonFDelCanto

In our last episode, we explored how to adopt a client-centered mindset at your firm. In this episode, we'll build on that discussion to understand how to truly put yourself in your clients' shoes. By doing so, you'll be able to provide better service, and to align your firm's interests with those of your clients.Specific topics highlighted in this episode include: The importance of understanding who your clients are Techniques you can use to gain insight into your clients' wants and needs The value of the client journey mapping technique Which technologies and practices make things easier for clients How to increase Access to Justice by serving “the latent legal market” This episode features three practicing attorneys who excel at providing modern client service. To hear what they have to say, listen now!Our Guests:Inti Martínez-AlemánInti Martínez-Alemán, a third-generation lawyer from Honduras, is the winner of the 2020 Reisman Award for Excellence in Client Service. Inti is bilingual and has been practicing law since 2008. Inti practices business, civil, and employment litigation. His bilingual office, Ceiba Fôrte Law Firm, serves Hispanics in the state of Minnesota, and in New York State. Ceiba Fôrte's fees adapt to the needs of every client—especially for hardworking Hispanics, foreigners, expats, transplants, and other immigrants. Foreign clients and companies prefer Ceiba Fôrte because the firm offers alternative fee arrangements like flat fees, contingency, and hybrids. You can follow Inti on Twitter at @LegalMinesRachel RocheRachel Roche LL.M. TEP, Founder and Solicitor Director of Roche Legal in York, England, is an experienced, fully-qualified private client solicitor. In 2018, Rachel was honored as the Law Society of England & Wales' Sole Practitioner of the Year. Roche Legal focuses on Wills & Probate, Powers of Attorney, and Court of Protection work in the UK. In addition to her role at the firm, Rachel is also a Commissioner for Oaths, a full member of the Society of Trust & Estate Practitioners (STEP), and a Full Accredited Member for Solicitors for the Elderly (SFE). Rachel is also the winner of the 2020 Reisman Award for Legal Innovation. You can follow Rachel on Twitter at @Roche_LegalTiffany GravesTiffany M. Graves serves as Pro Bono Counsel at Bradley, a 500-attorney law firm with offices across the southern United States. In her role, Tiffany oversees the development and administration of the firm's pro bono programs. Prior to joining Bradley, Tiffany was the executive director of the Mississippi Access to Justice Commission, where she led a 21-member commission created by the Mississippi Supreme Court and promoted its initiatives to improve and expand access to civil justice to the nearly 700,000 Mississippians living in poverty. In addition, Tiffany previously served as interim director and adjunct professor for the Pro Bono Initiative at the University of Mississippi School of Law, and as executive director and general counsel for the Mississippi Volunteer Lawyers Project. You can follow Tiffany on Twitter at @tiffmgraves

So far during this season of Matters, we've looked at the “why” behind client-centered lawyering—but now, it's time to start digging into the “how”. In this episode and the ones that follow, we'll look at practical steps you can take at your law firm to become more client-centric and, as a result, more successful.In this episode, Jack and Nefra welcome three client-centered attorneys and an esteemed law professor to discuss how to adopt a client-centered mindset at your firm. Naturally, having the right mindset is key to everything else that follows—so you can't have a client-centered law firm without first cultivating a client-centered mentality.This episode covers: How attorney and legal social media expert Mitch Jackson puts his clients at the center of everything he does—and why you should, too Why Shreya Ley and her husband, Colin, built a legal practice from the ground up with their target clients in mind How 2020 Reisman Award Winner Inti Martínez-Alemán has envisioned new ways of enhancing the client experience Why legal scholar Bill Henderson thinks law schools can better train young lawyers, and how law firms can build more client-centered cultures Ready to adopt a client-centered mindset at your firm? Give this episode a listen!Our Guests:Mitch JacksonJon Mitchell “Mitch” Jackson is a senior partner and founding attorney of Jackson & Wilson. He has represented clients in the Orange County, CA, area for over 30 years, and he is committed to providing the trustworthy and skilled legal representation people need during the most difficult times of their lives—after a serious accident or the loss of a loved one. He has met with considerable success in this endeavor, recovering millions on behalf of the injured, including numerous multimillion-dollar settlements and verdicts. Also known as “The Streaming Lawyer,” Mitch is a legal social media expert who speaks regularly across the US and teaches other lawyers how to market themselves better. You can follow Mitch on Twitter at @mitchjacksonShreya LeyShreya Ley is a Lawyer-Human with LayRoots. While on a surfing trip in Westport, WA, she and her partner in life and business chose to open a practice focusing on estate planning and asset protection. They have a special interest in how small business owners can protect their personal assets, continue to provide for their families in case of an emergency, and protect their intellectual property. A graduate of the University of Texas at Austin, Shreya received her J.D. at Tulane University Law School in 2010. You can follow Shreya on Twitter at @layyourrootsInti Martínez-AlemánInti Martínez-Alemán is a third-generation lawyer from Honduras. Inti is bilingual and has been practicing law since 2008. Inti practices business, civil, and employment litigation. His bilingual office, Ceiba Fôrte Law Firm, serves Hispanics in the state of Minnesota, and in New York State. Ceiba Fôrte's fees adapt to the needs of every client—especially for hardworking Hispanics, foreigners, expats, transplants, and other immigrants. Foreign clients and companies prefer Ceiba Fôrte because the firm offers alternative fee arrangements like flat fees, contingency, and hybrids. You can follow Inti on Twitter at @LegalMinesBill HendersonBill Henderson joined the Indiana University Maurer School of Law faculty in 2003 following a visiting appointment at Chicago-Kent College of Law and a judicial clerkship for Judge Richard Cudahy of the U.S. Court of Appeals for the Seventh Circuit. Drawing upon more than a decade of research, Bill is a sought-after commentator on the changing legal marketplace and has accumulated numerous awards. In the last five years, he has been named one of the 100 Most Influential Lawyers in America by the National Law Journal, the Most Influential Person in Legal Education by National Jurist Magazine, and one of the inaugural group of “Legal Rebels” profiled by the ABA Journal. You can follow Bill on Twitter at @wihender

Looking at the legal industry through a client-centered lens is already transforming how legal services are delivered. In this episode, we're joined by three guests: a legal consultant and blogger, the president of a bar association, and a practicing Big Law attorney to discuss the major impact that a shift towards client-centered lawyering is having across the legal industry. From the effects that client-centric legal practice has already had on this industry to the effects it will have in the years ahead, this discussion looks at some of the reasons why legal practice will never be the same.Specific talking points featured in this episode include: The short- and long-term significance of client-centered lawyering, at an industry-wide level How client-centered lawyering can unlock "the latent legal market" Why prioritizing client needs is the key for law firms adapting to changing market conditions How adopting a client-centered mindset can help firms address the Access to Justice gap What for-profit law firms can learn about client service from non-profit and Pro Bono legal service providers Our Guests:Jordan FurlongJordan Furlong is a legal industry analyst and consultant based in Ottawa, Canada. In addition to being an author and the founder of the award-winning Law21 blog, Jordan is a Fellow of the College of Law Practice Management, and Past Chair of the College's InnovAction Awards. He's the Strategic Advisor in Residence at Suffolk University Law School in Boston, and he serves as co-chair of the Board of Directors for its Institute for Law Practice Management and Innovation. He's also taught or guest-lectured in courses at Suffolk Law, Queen's Law, and Osgoode Hall Law School that focus on preparing students to provide legal services deep into the 21st century. You can follow Jordan on Twitter at @jordan_law21Charlene TheodoreCharlene Theodore is President of the Ontario Bar Association in Ontario, Canada—the 10th woman and first Black woman to lead the OBA since its founding in 1907. She has served as In-House Counsel for the Ontario English Catholic Teachers' Association since 2012, and in 2020 she was voted one of the Top 25 Most Influential Lawyers in Canada. A leader and trailblazer, Charlene is held in high esteem for her ability to find practical solutions to complex legal issues, as well as the most challenging issues facing the bar and the justice system today. An engaging speaker armed with compassion, Charlene is sought after by those who want to shift perspectives and change the ways leaders and employees think. You can follow Charlene on Twitter at @CharleneYYZTiffany GravesTiffany M. Graves serves as Pro Bono Counsel at Bradley, a 500-attorney law firm with offices across the southern United States. In her role, Tiffany oversees the development and administration of the firm's pro bono programs. Prior to joining Bradley, Tiffany was the executive director of the Mississippi Access to Justice Commission, where she led a 21-member commission created by the Mississippi Supreme Court and promoted its initiatives to improve and expand access to civil justice to the nearly 700,000 Mississippians living in poverty. In addition, Tiffany previously served as interim director and adjunct professor for the Pro Bono Initiative at the University of Mississippi School of Law, and as executive director and general counsel for the Mississippi Volunteer Lawyers Project. You can follow Tiffany on Twitter at @tiffmgraves

So far this season, we've introduced the concept of client-centered legal practice, explored why lawyers tend to be so resistant to change, and looked at what's broken within our legal system. On this episode, we'll compare the broken model of legal service delivery—the "lawyer-centered" model—with the client-centered model, which is advantageous for both your clients and your firm.Featuring interviews with three practicing attorneys who are all innovating in their fields, this episode covers: The core differences between the lawyer-centered and client-centered models of legal service delivery The disadvantages of the lawyer-centered model The advantages of the client-centered model The effects that these different models have on lawyers and clients What it's like to operate a client-centered law firm, in practice Episode Four's guests include Kim Bennett, Founder of K Bennett Law LLC; Erin Levine, CEO & Founder of Hello Divorce and Managing Attorney at Levine Family Law Group; and Justin Osborn, Partner at Osborn Gambale Beckley & Budd PLLC. Listen in for their perspectives!Our Guests:Kimberly BennettKimberly Y. Bennett, Esq., is the Founder of K Bennett Law LLC, a boutique subscription legal services law firm that helps small businesses protect their brands and grow profitable and sustainable seven-figure organizations. Kim defines herself as an innovator, entrepreneur, legal industry disruptor, and a business coach—who happens to be a lawyer. In addition to growing and managing her firm, Kim coaches women building modern businesses, speaks on legal topics, teaches workshops for new entrepreneurs, and is a co-organizer of two legal tech communities: Atlanta Legal Tech and Atlanta Legal Hackers. Kim's mission is to help foster a permanent shift in the way law firms deliver legal services to clients. You can follow her on Twitter at @kbennettlawErin LevineErin Levine, Esq. is CEO and Founder of Hello Divorce, a do-it-yourself divorce navigator startup, and she is Managing Attorney at Levine Family Law Group, a full-service family law firm in Oakland, CA. Erin is working to democratize divorce by ensuring that “every American who wants a divorce has access to affordable, accessible and ethical legal assistance.” Erin has won numerous awards during her career, including the 2020 James I. Keane Memorial Award for Excellence in eLawyering, the 2019 ABA “Women in LegalTech” and Fastcase 50 Honoree awards, and the 2019 Reisman Award for Legal Innovation. You can follow Erin on Twitter at @hello_divorceJustin OsbornJustin Osborn is a founding member of Counsel Carolina (Osborn Gambale Beckley & Budd PLLC), whose personal advocacy for fairness and progressive social policies led to the firm's RV-based mobile services program. A former insurance adjuster and insurance defense lawyer, Justin now represents clients against the same corporate and insurance interests he once defended. A proud tribal citizen of the Cherokee Nation and one of the first in his family to obtain a college degree, Justin has rededicated his career to making legal services more equitable and universally accessible. You can follow Justin on Twitter at @justin_osborn

In this episode of Matters, we'll examine how the current legal system is broken, in which particular areas of legal service delivery the industry is failing, why change is direly needed—and what that change might look like.This episode's discussion points include: Specific areas where the current legal system is dysfunctional Major issues of unmet need within the legal market How the existing legal system fails clients—and legal professionals What needs to shift in order to build a better legal profession Ways for law firms and legal professionals to start changing the status quo Episode Three's guests include Erin Levine, CEO & Founder of Hello Divorce and Managing Attorney at Levine Family Law Group; Jordan Furlong, legal analyst and creator of the Law21 blog; and Nika Kabiri, a JD Ph.D who helps businesses of all sizes make better decisions. Listen in for their perspectives!Our Guests:Erin LevineErin Levine, Esq. is CEO and Founder of Hello Divorce, a do-it-yourself divorce navigator startup, and she is Managing Attorney at Levine Family Law Group, a full-service family law firm in Oakland, CA. Erin is working to democratize divorce by ensuring that “every American who wants a divorce has access to affordable, accessible and ethical legal assistance.” Erin has won numerous awards during her career, including the 2020 James I. Keane Memorial Award for Excellence in eLawyering, the 2019 ABA “Women in LegalTech” and Fastcase 50 Honoree awards, and the 2019 Reisman Award for Legal Innovation. You can follow Erin on Twitter at @hello_divorceJordan FurlongJordan Furlong is a legal industry analyst and consultant based in Ottawa, Canada. In addition to being an author and the founder of the award-winning Law21 blog, Jordan is a Fellow of the College of Law Practice Management, and Past Chair of the College's InnovAction Awards. He's the Strategic Advisor in Residence at Suffolk University Law School in Boston, and he serves as co-chair of the Board of Directors for its Institute for Law Practice Management and Innovation. He's also taught or guest-lectured in courses at Suffolk Law, Queen's Law, and Osgoode Hall Law School that focus on preparing students to provide legal services deep into the 21st century. You can follow Jordan on Twitter at @jordan_law21Nika KabiriNika Kabiri has spent 20+ years studying how people make decisions in a variety of contexts. She has a JD from the University of Texas, a PhD in Sociology from the University of Washington, and currently teaches Decision Science at the University of Washington. Nika has worked with businesses of all sizes, including Amazon, Microsoft, VMware, Sony, Oakley, PepsiCo, General Mills, Anheuser-Busch InBev, the Seattle Seahawks, Zillow, Expedia, Smartsheet—and Clio. She is also an Advisor at Madrona Venture Labs, where she helps startups get their footing. You can follow Nika on Twitter at @nikakabiri

No risk, no reward—in this second episode of season two of Matters, we'll take a high-level view of the legal profession—chiefly, why lawyers tend to be so risk-averse, and the effects that this cautiousness has on legal practice, innovation, and firm sustainability.For this discussion, our hosts, Jack and Nefra, welcome renowned legal author Mitch Kowalski, Big Law attorney and Access to Justice expert Tiffany Graves, and award-winning law professor and scholar Bill Henderson.Specific discussion points include: Why so many lawyers and law firms have been slow to adapt to technological changes, as compared to other industries. Why change is scary for many legal professionals, and how resistance to change stifles progress in the industry. How adopting a client-centered mindset encourages legal professionals to be more adaptive and innovative. What progress has been made in recent years, especially as the industry responded to Covid-19. Why lawyers' emphasis on risk management can have strong negative consequences when applied to law firm business decisions. How thinking like a businessperson emphasizes smart risk-taking, and why lawyers should adopt a business mindset. Listen in for these takeaways and more!Our Guests:Mitch KowalskiMitch Kowalski is a lawyer, writer, keynote speaker, legal operations consultant, and author of the critically-acclaimed books The Great Legal Reformation and Avoiding Extinction: Reimagining Legal Services for the 21st Century. A College of Law Practice Management Fellow and a Fastcase 50 Innovator Award honoree, Mitch has general counsel, international law firm partner, and Board of Directors experience. As a legal consultant, he helps teams and law firms to deliver value and perform at higher levels. Mitch speaks on legal service innovation at conferences around the world and writes for a variety of publications about the challenges of legal operations. You can follow him on Twitter at @MEKowalski.Tiffany GravesTiffany M. Graves serves as Pro Bono Counsel at Bradley, a 500-attorney law firm with offices across the southern United States. In her role, Tiffany oversees the development and administration of the firm's pro bono programs. Prior to joining Bradley, Tiffany was the executive director of the Mississippi Access to Justice Commission, where she led a 21-member commission created by the Mississippi Supreme Court and promoted its initiatives to improve and expand access to civil justice to the nearly 700,000 Mississippians living in poverty. In addition, Tiffany previously served as interim director and adjunct professor for the Pro Bono Initiative at the University of Mississippi School of Law, and as executive director and general counsel for the Mississippi Volunteer Lawyers Project. You can follow Tiffany on Twitter at @tiffmgraves.Bill HendersonBill Henderson joined the Indiana University Maurer School of Law faculty in 2003 following a visiting appointment at Chicago-Kent College of Law and a judicial clerkship for Judge Richard Cudahy of the U.S. Court of Appeals for the Seventh Circuit. Drawing upon more than a decade of research, Bill is a sought-after commentator on the changing legal marketplace and has accumulated numerous awards. In the last five years, he has been named one of the 100 Most Influential Lawyers in America by the National Law Journal, the Most Influential Person in Legal Education by National Jurist Magazine, and one of the inaugural group of “Legal Rebels” profiled by the ABA Journal. You can follow Bill on Twitter at @wihender.Learn more about Clio at https://www.clio.com

With Season Two of Matters focusing on client-centered legal practice, it makes sense to start with the question: Why is client-centric legal practice important?In this first episode, our hosts speak with four experts—a practicing lawyer, a legal consultant and writer, a data scientist, and a legal professor—to provide a macro-level view of client-centered lawyering, examine why it's vital to the future of legal service delivery, and give you a glimpse of what to expect on this season of the show.Specific discussion points include: What “client-centered” means in a legal services context Why client-centric practice is a revolutionary concept in legal Why so many law firms are hesitant to put client-centered practices into place How the “client experience is king” model is reshaping other industries—as well as legal How the legal industry has evolved over time with regards to technology—and where it may go in the future Joining Jack and Nefra are guests Kim Bennett, Jordan Furlong, Nika Kabiri, and Bill Henderson. Don't miss what they have to say!Our Guests:Kim BennettKimberly Y. Bennett, Esq., is the Founder of K Bennett Law LLC, a boutique subscription legal services law firm that helps small businesses protect their brands and grow profitable and sustainable seven-figure organizations. Kim defines herself as an innovator, entrepreneur, legal industry disruptor, and a business coach—who happens to be a lawyer. In addition to growing and managing her firm, Kim coaches women building modern businesses, speaks on legal topics, teaches workshops for new entrepreneurs, and is a co-organizer of two legal tech communities: Atlanta Legal Tech and Atlanta Legal Hackers. You can follow Kim on Twitter at @kbennettlaw Jordan FurlongJordan Furlong is a legal industry analyst and consultant based in Ottawa, Canada. In addition to being an author and the founder of the award-winning Law21 blog, Jordan is a Fellow of the College of Law Practice Management, and Past Chair of the College's InnovAction Awards. He's the Strategic Advisor in Residence at Suffolk University Law School in Boston, and he serves as co-chair of the Board of Directors for its Institute for Law Practice Management and Innovation. He's also taught or guest-lectured in courses at Suffolk Law, Queen's Law, and Osgoode Hall Law School that focus on preparing students to provide legal services deep into the 21st century. You can follow Jordan on Twitter at @jordan_law21 Nika KabiriNika Kabiri has spent 20+ years studying how people make decisions in a variety of contexts. She has a JD from the University of Texas, a PhD in Sociology from the University of Washington, and currently teaches Decision Science at the University of Washington. Nika has worked with businesses of all sizes, including Amazon, Microsoft, VMware, Sony, Oakley, PepsiCo, General Mills, Anheuser-Busch InBev, the Seattle Seahawks, Zillow, Expedia, Smartsheet—and Clio. She is also an Advisor at Madrona Venture Labs, where she helps startups get their footing. You can follow Nika on Twitter at @nikakabiriBill HendersonBill Henderson joined the Indiana University Maurer School of Law faculty in 2003 following a visiting appointment at Chicago-Kent College of Law and a judicial clerkship for Judge Richard Cudahy of the U.S. Court of Appeals for the Seventh Circuit. Drawing upon more than a decade of research, Bill is a sought-after commentator on the changing legal marketplace and has accumulated numerous awards. In the last five years, he has been named one of the 100 Most Influential Lawyers in America by the National Law Journal, the Most Influential Person in Legal Education by National Jurist Magazine, and one of the inaugural group of “Legal Rebels” profiled by the ABA Journal. You can follow Bill on Twitter at @wihender

In season two of Matters, we'll explore what it means to truly be client-centered, how client-centered practices can improve access to justice, and how law firms are addressing a monumental shift in consumer expectations. Learn more at www.clio.com/podcast.

Daily Matters is a new podcast from Clio exploring the impact of COVID-19 on the legal profession and how law firms can navigate these unprecedented times. Subscribe wherever you get your podcasts.

If you learned that the unmet legal needs of consumers amounted to a multi-billion opportunity, what would that mean for the legal industry? What would it mean for your firm? In this episode of the Matters legal podcast, Teresa Matich interviews Jack Newton, Clio’s CEO, Co-founder, and author of the new best-selling book The Client-Centered Law Firm. In the episode, Jack speaks about one of the book’s core concepts, the “latent legal market”—and why it matters. The latent legal market refers to the untapped potential of all the would-be legal clients who aren’t currently using legal services to solve their legal issues. Consequently, it also refers to all the unrealized revenue that law firms could generate if they focused on providing the experience these would-be clients are looking for. No one understands this better than Jack, whose interview highlights the incredible opportunities the latent legal market presents for law firms.

Does privacy still matter? And if so, how do we protect it in the Digital Age? In this episode, Glenn Greenwald—the Pulitzer Prize-winning investigative journalist, constitutional lawyer, commentator, and best-selling author who brought the Edward Snowden case to the public—joins us for a can’t-miss discussion on privacy, and why it’s more important now than ever. In his conversation with Matters’ Teresa Matich, Glenn discusses what he learned about privacy while covering the Snowden case; the diverse privacy concerns that the Internet and companies like Facebook, Amazon, and Google have created; and how issues of privacy will affect current and future generations. He also shares perspective on the ways in which matters of privacy affect the legal industry, and the responsibilities legal professionals have to adhere to privacy standards.

How do we move past “an eye for an eye” in a way that benefits and honors communities and victims? And what role do physical spaces have to play in better justice solutions? In this episode, Deanna Van Buren—an award-winning architect, activist for criminal justice reform, and Keynote Speaker from the 2019 Clio Cloud Conference—joins us for an in-depth discussion on restorative justice, and the role legal professionals can play in transforming the justice system. The Design Director and Executive Director of Designing Justice + Designing Spaces—an architecture and real estate development firm that is building the infrastructure to end mass incarceration—Deanna shares the lessons she’s learned about punishment and justice with the Matters team.

What role does trauma play in shaping us as human beings? How do the flaws in our criminal justice system harm vulnerable populations? And how can legal professionals shift their perspectives on justice reform in order to help improve the system? Shaka Senghor, criminal justice reform advocate and 2019 Clio Cloud Conference keynote speaker, joins us for a candid discussion on his personal story of redemption, the trauma of gun violence, and what legal professionals can do to start changing the conversation.

If we wanted to create a podcast that held real value for legal professionals, what would that look like? Who would be our guests, what would we talk about, and how would we deliver something different than what was currently available? When we set out to launch a new legal podcast, these were the questions we asked. Through ten episodes, we’ve learned a lot about how the practice of law is changing, and how law firms can keep pace with that change. In this episode, join us as we look back and share the most important learnings with you again—or, if you’re a new listener, for the first time. We’ve categorized our episodes along the lines of a few core themes: the client experience, the people behind law firms, and the data and tech tools that are changing the industry. Take a listen to hear what’s “Mattered” the most so far.

Technology is changing countless industries, shifting paradigms, and restructuring the way organizations operate. In legal, technology has ushered in a new era of innovation, giving lawyers and law firms new ways to deliver services to clients. Now and in the years to come, legal professionals and practices that adopt these new innovations will be the ones that succeed in the long run. In Episode 10 of the Matters podcast by Clio, we explore the concept of tech competence—a.k.a. tech savviness—to illustrate why legal professionals need technological skills, what’s at stake for firms that don’t embrace new tools, how lawyers can improve their familiarity and proficiency with legal software, and more. Joining us are two experts—Bob Ambrogi and Monica Goyal—who bring in-depth legal and technological perspectives to the discussion.

Providing a positive client experience is essential to the success of your firm—but how do you know if you’re delivering a good client experience? How do you get inside the minds of your clients to know whether they’d recommend you to friends, family, and colleagues? Feedback, that’s how. In this episode of Matters, we’ll look at why collecting, analyzing, and acting on feedback is an essential practice for law firms. We’ll discuss some of the best, most practical ways for you to gather feedback from your clients, and how to make good use of it. We’ll also touch on why many attorneys shy away from feedback—and how even negative feedback can actually be a major positive. Joining us are Anu Sethee, the Senior Director of Attorney Services and Product Counsel for Legal Plans at LegalZoom, and Josh Valentine, a partner at the Caulder & Valentine Law Firm in North Carolina.

In this episode of Matters, we’re joined by John Kassel, Managing Partner of one of Vermont’s leading law firms, and Sam Glover, Founder of Lawyerist.com, to discuss what it means to be mission-driven. For modern law firms, missions are more than just words or ideas—they are “the why” behind your legal practice, your reason for doing the work that you do. John and Sam have implemented strong mission and value statements with their colleagues, leading to growth, success, and greater employee satisfaction. In this episode, they’ll speak to the impact that being mission-oriented can have for firms, and they’ll dispense practical advice on how to align your practice with your “why.”

When most people think of robots, they envision large metal contraptions that move about awkwardly. In recent years, the idea of robots has broadened to encompass all sorts of automated technological systems, such as virtual assistants like Amazon’s Alexa. In this episode, we’ll explore legal robots. We’ll focus primarily on arguably the most common kind of legal robot—automated chatbots—which deserve special attention because, despite being relatively un-utilized by the majority of the legal community, they have the potential to drastically change the future of the industry. Three legal technology experts will discuss what chatbots are, why they’re valuable to modern lawyers and legal clients, and how they can be designed to automate a wide variety of legal services. They’ll also take us through some of the limitations of chatbots, and some of the ethical concerns they may pose. Then they’ll touch on some other types of legal robots in the marketplace, and they’ll provide a glimpse of robots in the law firms of tomorrow—including your own.

The term “lawyer wellness” may seem like a contradiction because lawyers are notoriously un-well. Most legal professionals know that the rigors of the industry take a heavy toll, but despite a growing understanding of the scope of the problem, there is still a stigma associated with mental health and substance-related issues in legal. Many legal professionals who should be seeking professional help are not getting it, and lawyers who could be thriving are struggling. Because of this, lawyer wellness is quickly becoming a major point of emphasis within the legal community. In this episode, we’ll talk to four legal wellness experts who work with lawyers on a daily basis. Brian Cuban, Terry DeMeo, Nefra MacDonald, and Allison Wolf understand as well as anyone the challenges of modern legal practice, and they have valuable insights to share on how individual legal professionals—and the industry as a whole—can develop healthier habits.

The way clients are seeking legal representation continues to evolve—in fact, in 2019, it’s estimated that the average consumer will require 6-8 digital ‘touches’ before becoming a prospective client. Does your firm know how clients are finding you, and are you controlling the information they’re encountering along that journey? Search engines, review sites, social media, online legal directories, and your website are all touchpoints that your potential clients are looking at as they determine whether to hire you or not—and each one can impact whether they choose to retain your services or hire a competitor instead. In this episode, legal marketing expert Gyi Tsakalakis of AttorneySync and Minneapolis-based attorney Jess Birken will cover the basics and benefits of managing your law firms’ online presence.

For years, businesses have been using automation to free their staff from repetitive tasks—and are reaping the benefits for their bottom lines. Now, with the help of technology, law firms too can automate processes and focus on delivering an incredible experience to their clients. However, many law firms have been slow to adopt automation: According to ILTA’s 2018 technology survey, 46% of firms still aren’t using any system to help themselves automate business processes. Nehal Madhani of Alt Legal and Jordan Couch of Palace Law break down some of the misconceptions around automation in law firms. They also explain how automation works, and provide tips for automating processes in your own practice. With the power of technology, it’s easier than you think to automate repetitive tasks and get more out of your day.

When does a client become a client? Is it when they sign a retainer agreement? Or is it earlier, when they come in for their initial consult or look up your firm’s website? Client interactions begin earlier than you think. Providing amazing client experiences from the start can lead to happier clients, positive reviews, and more referrals, but legal clients are still frustrated by delayed follow-ups and inconsistent processes. Michael Chasin, General Manager of Clio Grow, and Jennifer Reynolds, Owner of Fresh Legal, explain the ins and outs of client intake and acquisition—and why paying close attention to the client intake process is critical for building trust with clients. Jennifer shares some of the success that’s resulted from improving client intake at Fresh Legal, and both her and Michael share their tips for testing, evaluating, and improving law firm client intake processes.

Data is everywhere, and the power of data analysis is coming to law firms too. With advancements in data collection, data analysis, and business intelligence tools, many organizations now have the tools they need make more data-driven decisions—but many law firms aren’t taking advantage. We spoke with Billie Tarascio, owner of Modern Law, and George Psiharis, COO at Clio, about why many law firms have been slow to start using data to make better business decisions—and about the benefits for firms that are data-driven. Billie’s seen plenty of positive changes at her firm since she started using data to guide her decision making, and both her and George shared plenty of tips for firms just starting out on their own data-driven journeys.

Consumer expectations have changed, no matter what industry you’re in. Legal clients expect convenience, faster response times, and timely, meaningful communication, and law firms who commit to providing amazing client experiences will enjoy more referrals and increased revenues—and more positive interactions with their clients. Greg McLawsen of Sound Immigration and Joshua Kubicki of Bold Duck Studio shared their expertise on all things client-experience related with us—from common misconceptions about the client experience in the legal industry, to advice for improving the client experience at larger firms. Greg is the leader of a successful, Seattle-based immigration law firm, and Joshua has previously worked as head of strategy at Seyfarth Shaw, so you’ll definitely want to hear their thoughts.

Welcome to Matters, a podcast presented by Clio. In Matters, legal professionals and subject matter experts will take a monthly look at one topic, tactic, or strategy that can yield tangible results for today's law firms. Featuring the best and brightest in the worlds of law, legal technology, and business, each episode of Matters will leave you with a better understanding of how to make your firm more successful.