In a recent thought leadership webinar focused on Artificial Intelligence and Digital Transformation in Legal Services, a panel of senior legal operations leaders came together to discuss how AI is already reshaping the way law firms deliver value, and why it’s time to move beyond the hype.

Led by David Cambria (Managing Director, Legal Business Advisory, Epiq) and Michelle Connolly (SVP of Strategy, Technology, Business Development, and CMO at Epiq), the discussion was grounded in both strategic insight and real-world application. The central message? AI is no longer a future opportunity, but a present venture.

Strategy Over Hype

Much of the conversation centered around separating meaningful innovation from superficial tech trends. As Cambria noted, “AI is not the strategy. It’s a capability, one that needs to be integrated thoughtfully into how firms deliver outcomes.”

Instead of chasing shiny tools, the most forward-thinking firms are investing in cross-functional collaboration, robust governance models, and purpose-driven pilot programs that create measurable value for clients and internal stakeholders alike.

Connolly added, “Legal professionals are hungry for tools that make their jobs easier, but only when those tools are aligned to actual workflows and business goals. Technology for the sake of technology is over.”

AI’s True Potential? Elevating People

An important theme of the session emphasized that AI is not intended to replace lawyers, but rather to enhance their capabilities.  By offloading routine or repeatable work, AI allows firms to fast-track associate development, improve knowledge sharing, and increase responsiveness to client needs.

“We should be using AI to enhance decision-making, not just speed up tasks,” Cambria explained. “The human layer—judgment, empathy, strategy—still matters more than ever.”

This point resonated with attendees, particularly as firms continue to navigate talent shortages, evolving client expectations, and pressure to differentiate in a crowded market.

Service-Driven Innovation Is the Long Game

While the allure of AI is undeniable, the webinar emphasized that real transformation stems from service-first thinking. The firms seeing the most sustainable progress aren’t simply layering AI onto legacy structures, but they’re reimagining service delivery from the ground up.

That includes:

• Training innovation ambassadors within the firm
• Creating policies around ethical and compliant AI use
• Listening to clients and using voice-of-the-client data to shape innovation priorities

“Client expectations are changing quickly,” Connolly said. “Firms that treat innovation as a side project will fall behind. It needs to be embedded into the culture.”

If you want to dive deeper into this conversation, get in touch to learn more about Epiq’s Legal Innovation & AI Acceleration Programs – contact us!