{"id":4954,"date":"2025-11-03T15:07:05","date_gmt":"2025-11-03T15:07:05","guid":{"rendered":"https:\/\/www.lexreception.com\/blog\/?p=4954"},"modified":"2025-11-05T10:48:09","modified_gmt":"2025-11-05T10:48:09","slug":"ai-human-touch-better-client-service-3-big-lessons-from-cliocon-2025","status":"publish","type":"post","link":"https:\/\/www.lexreception.com\/blog\/business-tips\/ai-human-touch-better-client-service-3-big-lessons-from-cliocon-2025\/","title":{"rendered":"AI, Human Touch & Better Client Service: 3 Big Lessons from ClioCon 2025"},"content":{"rendered":"\n

When you leave a conference full of technology demos, product pitches, and networking, what stays with you for years to come are the human stories. The ideas that shift your perspective and light a fire in you to act differently. To do better. <\/p>\n\n\n\n

At ClioCon 2025, three themes stood out, each one an insight into the future of law and humanity. We are on the precipice of monumental change as an industry, but it is clear we are still united in helping people, bringing justice, and giving back<\/strong>.<\/p>\n\n\n\n

1. AI Is Here to Empower, Not Replace Lawyers<\/strong><\/h2>\n\n\n\n

One of the strongest and most consistent messages across keynotes and panels was this: artificial intelligence will not replace lawyers. But their role and skillset might look different in years to come, and they will need to adapt to survive.<\/p>\n\n\n\n

At the opening keynote, Clio CEO Jack Newton made several groundbreaking announcements. Most notably, Clio would bring the business of law and the practice of law together with Clio Library. Clio\u2019s acquisition of vLex<\/strong> will embed legal intelligence into Clio\u2019s product. <\/p>\n\n\n\n

Newton pressed that by anchoring AI in trustworthy legal data, Clio can boost productivity while reducing risk. AI tools, he said, should be seen as \u201camplifiers\u201d of lawyer impact rather than replacements.<\/p>\n\n\n\n

However, Richard Susskind\u2019s closing keynote painted a more provocative vision for the future of legal practice. <\/p>\n\n\n\n

A renowned legal futurist, Susskind, cautioned that certain parts of legal practice may become obsolete. On the other hand, the role of the lawyer  (and indeed humanity)may also evolve in ways we could never imagine. He challenged lawyers to think like designers of legal systems, not just operators.<\/p>\n\n\n\n

Meanwhile, at the LEX Reception booth, the most frequent question was: \u201cAre your calls answered by AI?\u201d<\/em>. Because, overwhelmingly, lawyers don\u2019t want that for their clients. Our team showcased a recent report: The People Advantage, where 84% of people said they would rather speak to a person than an AI bot when contacting a law firm. <\/p>\n\n\n\n

\"\"<\/a><\/figure>\n\n\n\n

Attorneys still see the value in human voice, human judgment, and empathy in the early stages of building trust with clients. <\/p>\n\n\n\n

For LEX, this means continuing to integrate tech tools while keeping the human touch as our core differentiator. <\/p>\n\n\n\n

2. Law Is Still a People Business<\/strong><\/h2>\n\n\n\n

If ClioCon had a heartbeat, it might have been the keynote from Esther Perel<\/strong>. Her talk on the four pillars of human relationships cut through the noise of innovation and reminded us that at the foundation of every client interaction lies trust<\/strong>.<\/p>\n\n\n\n

Perel asked whether lawyers entered the profession to help people. The answer was a resounding yes. But, she balanced that ideal with a reality check: while lawyers are excited about the possibilities that technology can bring to help more people, they are anxious about the future of law.<\/p>\n\n\n\n

She pointed out that trust is not built by grand gestures. It comes in the small moments. The micro-interactions that say: You can lean on me. I have your back. <\/em> <\/p>\n\n\n\n

\"\"<\/a><\/figure>\n\n\n\n

Perel suggested we watch for red flags. For example, if you are the fifth lawyer a client has worked with, you might want to address why.  <\/p>\n\n\n\n

What is the pattern telling you about this client\u2019s unmet needs, fears, or disappointments? Before you persuade someone you\u2019re right, understand what it costs them to admit that you are. Trust is not a static state; it is an active engagement with uncertainty.<\/p>\n\n\n\n

That theme of human connection also surfaced in lighter spaces like the Sweet Paws Rescue pen at the conference. Attorneys, tech CEOs, legal thinkers (and even the most formidable litigators) paused to pet dogs and share a laugh. A sweet reminder of why man chose dog as its best friend. <\/p>\n\n\n\n

3. Delivering Better, More Human Client Service<\/strong><\/h2>\n\n\n\n

Many sessions at ClioCon were about rethinking how legal services are offered, packaged, priced, and delivered.<\/p>\n\n\n\n

Richard Susskind used the Black & Decker drill analogy<\/strong>: clients don\u2019t want a drill; they want a hole in the wall. Lawyers must shift from selling their input (hours, complexity) to delivering outcomes and value. He urged firms to plan for models and ways of working that have yet to be invented. And noted that those who start now can shape the future, rather than fall victim to it. <\/p>\n\n\n\n

But where do you start?<\/p>\n\n\n\n

\"\"<\/a><\/figure>\n\n\n\n

Two Reisman Award winners shared radical service redesigns in a session called How to Grow Sustainable Law Firms<\/em>. Sarah Shickman<\/strong> of Langea Law builds services from her experience running a medspa. Her USP is that she understands clients who have never run a business before and guides them every step of the way. Her approach is empathetic, hands-on, and based on shared experience.<\/p>\n\n\n\n

Meanwhile, Adam Creasey<\/strong> (Adam Benedict) offers subscription legal services. Adam\u2019s clients see legal help as ongoing strategic support, not a reactive crisis purchase. His model underscores access, affordability, and continuity.<\/p>\n\n\n\n

Another standout was Dave Aarons<\/strong> (founder of Unbundled Legal Help \/ Access Legal), who spoke about opening access to middle-income clients via flexible pricing and unbundled services. He cited research showing that 50% of the untapped legal market is people in the middle income bracket. These people either can\u2019t afford traditional legal services or don\u2019t know how to pay for them. By restructuring pricing, firms can serve more people while maintaining viability.<\/p>\n\n\n\n

These innovations remind us that delivering better service requires rethinking from the client\u2019s perspective: what do they truly need? What parts of the process cause friction? Where can we make things easier?<\/p>\n\n\n\n

At LEX Reception, we strive to be one of those frictionless bridges. Whether it’s client intake, appointment capture, hand-offs, or follow-ups, we can structure our processes so they feel seamless to both the client and our law firm customers.<\/p>\n\n\n\n

How We\u2019ll Implement Learnings at LEX Reception<\/strong><\/h2>\n\n\n\n

Across AI, human touch, and service design, three threads bind the lessons of ClioCon to our mission:<\/p>\n\n\n\n

    \n
  1. Integrate technology, but don\u2019t surrender to it.<\/strong> We will continue experimenting with tools that accelerate work, but never compromise on human tone and empathy. Every automation must feel like a helpful hand.
    <\/li>\n\n\n\n
  2. Double down on trust in every touchpoint.<\/strong> From the receptionist greeting to the message left, from follow-up to escalation, every moment is a chance to reinforce, You can lean on me.<\/em> We\u2019ll train our team to listen for the hidden friction AI can\u2019t see, and to respond with curiosity rather than judgment.
    <\/li>\n\n\n\n
  3. Proactively evolve service models.<\/strong> We must stay ahead of what legal services become. Whether the firm we support offers subscription models, unbundled services, or packaged outcomes, we can adapt how we receive, route, and engage clients.<\/li>\n<\/ol>\n\n\n\n

    Final Thoughts<\/strong><\/h2>\n\n\n\n

    ClioCon 2025 was more than a showcase of legal tech. It was a gathering of people wrestling with what it means to do justice in a changing world. <\/p>\n\n\n\n

    The choices we make at LEX Reception<\/a> reflect these challenges. Will we allow technology to erode trust, or will we use it to magnify human connection? Will we default to old models, or will we stay curious about what clients really need? Will we see ourselves as service intermediaries or as agents of change in legal access and justice?<\/p>\n\n\n\n

    We are committed to letting these lessons guide us. Because the future of client service isn\u2019t just better tech: it\u2019s stronger humanity.<\/p>\n","protected":false},"excerpt":{"rendered":"

    When you leave a conference full of technology demos, product pitches, and networking, what stays with you for years to come are the human stories. 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