In this episode of Law & Coder, hosts Christina Natale and Morgan Llewellyn sit down with Rachel Shields Williams, Director of Product Management for Client Intelligence at Sidley and incoming LMA President, to unpack the evolving role of CRM in law firms.

Rachel shares how CRM has shifted from dusty Rolodexes to sprawling data lakes, and why it still hasn’t solved the core challenge of relationship intelligence. They discuss why lawyers remain hesitant to share contacts, the persistent myth of the 360° client view, and the critical difference between collecting data and truly connecting people. Drawing from her 16+ years in legal marketing, Rachel offers insights into aligning CRM strategies with business goals, tackling change management, and keeping humans (rather than just technology) at the center of business development. She emphasizes how curiosity, soft skills, and asking the right questions are essential for transforming CRM from a static database into a powerful relationship tool.

Tune in for practical advice, relatable experiences, and a candid conversation about why, in legal business, relationships still win...and why tech alone isn’t enough.

In this episode of Law & Coder, hosts Morgan Llewellyn and Christina Natale dive into the fascinating world of human-centered design (HCD) with their colleague Olivia Smith, Director of Human Centered Design & Strategy at HIKE2. Olivia shares her insights on how truly understanding user experiences can transform technology implementation, drive adoption, and streamline processes within legal and other regulated industries. They discuss the evolution of HCD from in-person observations to adapting effectively in a virtual world and explore common pitfalls, risks to avoid, and strategies for achieving meaningful executive alignment. Olivia highlights the critical importance of involving users early in the tool selection process, ensuring their real needs and workflows inform technology investments, ultimately delivering stronger outcomes and greater user satisfaction. Tune in for practical advice, relatable experiences, and thoughtful conversation on keeping people at the heart of innovation.

Join HIKE2 hosts Christina Natale, Director of Industry Solutions, and Morgan Llewellyn, Principal AI Practice Lead, with guest speaker, Emily Rushing, Director of Data Strategy at Holland & Knight LLP, for Episode 4 of Law & Coder.

Key takeaways from this episode:

• Data Transformation Must be Human-Centered: Successful data strategies in law firms go beyond technology implementation. They require cultural alignment, leadership engagement, and a human-centered approach.
• Start with Strategy and Culture: Before adopting any tools or platforms, law firms must honestly access their current state and establish a clear strategy. This includes understanding the firm’s culture, identifying core strengths, and ensuring safety for innovation.
• Measure Success Beyond ROI: Traditional metrics may not fully capture the impact of data transformation.
• Quick Wins Build Momentum: Small, practical projects can generate early success, build trust, and demonstrate the value of data transformation, setting the stage for broader strategic initiatives.

This episode is packed with actionable insights to help legal professionals navigate the process of data transformation at their law firms.

Tune in now!