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An Innovation Mindset Improves Client Satisfaction and Retention, But What About Profits?

By Jon Campisi
September 30, 2025

As law firms explore technological advancements ranging from generative AI to improved billing software, experts caution against having unrealistic expectations of immediately increased profitability, but they emphasize that an innovation mindset will improve client satisfaction and retention.

Some of the most profit-generating practice areas in Big Law are also those that tend to rely more heavily on relationships and human advice. Furthermore, factors such as scale, the leverage of a given practice and the broader macroeconomic outlook typically contribute more to a firm’s bottom line than any individual piece of technology.

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