Ops Meeting Client Expectations in a Changing World KEN CRUTCHFIELD WOLTERS KLUWER LEGAL & REGULATORY U.S. Ken Crutchfield, vice president and general manager of Wolters Kluwer Legal & Regulatory U.S., discusses the results of the organization’s 2021 Future Ready Lawyer survey, including how new technology and processes are moving the legal field forward. CCBJ: There has been so much talk in recent years about changes to legal departments, most of it having to do with technology and process. Why do you think those expected changes gained so much momentum from 2020 to 2021? Ken Crutchfield: The pandemic was the trigger that caused organizations to really rethink things. There was a real need for action, and increased pressure to change to ensure continuity of business operations and competitiveness. Everyone needed to make sacrifices and take action. We’ve certainly seen the pace of change
accelerate in our daily lives. We’re still not going out to restaurants or shops as much as we used to, and we’re still buying more things online. Those sorts of ongoing trends in our personal lives have definitely played out in the business world too. Due to the uncertainty of the pandemic, there was tremendous pressure being driven by the potential that something catastrophic might happen that would have further impacts on business. Organizations have been accelerating the pace of change and acting on things with greater urgency than ever before. What barriers do you expect as far as implementing any of these changes? The first step, especially with technology, is accepting the need for change. You have to adjust the tools, you have to adjust the processes, and people need to be trained and accept the changes that are being pushed
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