Legal innovation is often discussed in terms of technology, adoption and efficiency. At this year’s LegalTechTalk, our director of innovation, Michael Vasalos, joined a panel where the focus of discussion was firmly on the client experience, and whether innovation is making legal services clearer, better communicated and more trusted.

The discussion explored the pressures currently shaping relationships between law firms and their clients. Clients increasingly want strategic partners, not just reactive advisers, while firms are looking to build loyalty in a market where work is often spread across multiple providers.

Against this backdrop, the panel considered how firms can move beyond transactional service delivery and build stronger, longer-term relationships. Topics included transparency around pricing and scope, the importance of clearer communication, and how difficult conversations can help strengthen trust and alignment.

The speakers also discussed the role of AI and emerging technology in reshaping aspects of legal delivery, particularly where work is repeatable or process-heavy. However, the discussion underlined that technology alone is not the answer. Its value comes from helping firms deliver a better experience for clients and making the work clearer, better scoped and easier to navigate.

LegalTechTalk is one of Europe’s leading legal technology and innovation conferences. Find out more here.

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Michael Vasalos Director

Michael is the firm’s director of innovation. He is responsible for our innovation strategy, including the ethical adoption of AI and emerging technologies to streamline legal service delivery.

Michael is the firm’s director of innovation. He is responsible for our innovation strategy, including the ethical adoption of AI and emerging technologies to streamline legal service delivery.

Michael leads the innovation department, leveraging a comprehensive legal technology stack to deliver services to clients and create efficiencies for our lawyers. As part of his role in the firm’s Innovation Fund steering group, Michael is responsible for delivering the initiatives into which the fund has invested.

With a legal background and significant experience in legal tech and automation roles at international law firms, including the magic circle (Clifford Chance) and professional services firms (Thomson Reuters), Michael brings extensive expertise in identifying process improvement opportunities and delivering technology-driven business transformation projects.

Michael has studied law and holds an LLM. in international shipping law from QMUL.