Bass, Berry & Sims Chief Strategy & Operations Officer Kerry Price and Director of AI & Knowledge Management Rachel Shields Williams were recently featured in a Law.com article examining how law firms are increasingly relying on client insights to inform strategy, innovation, and service delivery in a rapidly evolving legal market. The article highlights the growing value of the client voice as firms adapt to technological change, shifting client expectations, and new competitive pressures.
In the article, Kerry discussed the importance of incorporating client feedback into firmwide decision-making and long-term planning. As law firms navigate industry disruption, she emphasized that understanding client priorities is essential to developing strategies that support sustainable growth, strengthen relationships, and deliver measurable value. Her comments reflect the firm’s commitment to listening to clients and translating their feedback into meaningful operational and strategic initiatives.
Rachel shared insights on how technology, knowledge management, and data-driven decision-making can help firms better understand and respond to client needs. She notes that client feedback, when combined with meaningful data and effective governance, can help organizations identify opportunities to improve service delivery, drive innovation, and enhance the overall client experience.
Read the full article, “Law Firm Disrupted: The Client’s Voice Has More Value Than Ever,” published by Law.com on September 11 and available online.