Instead of working on separate initiatives inside organizational units, companies have to think holistically about how their operations can contribute to delivering a distinctive customer experience. The best way to do this is to focus on customer journeys and the internal processes that support them. … For law firm professionals, this necessarily means considering both internal stakeholders as well as the clients they support. Corporate in-house teams, in turn, can consider their internal stakeholders and the possible organizational silos that may impact the internal customer journey as they obtain legal service.

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