Relationships at the Speed of AI

The legal industry is transforming rapidly. AI and emerging technologies are redefining client expectations, but one truth cut through every session at WIPL: firms that pair efficiency with trust will win. Clients don’t hire lawyers for answers alone; they hire them for judgment. They hire for context, empathy, and accountability that machines can’t replicate.

In this episode, hosts Gina Rubel and Jennifer Simpson Carr explore how relationship building becomes even more critical as automation scales. They translate conference insights into concrete steps leaders can use to deepen client loyalty, strengthen teams, and communicate with clarity.

Why Relationships Matter More As AI Accelerates

Jennifer: “It was clear this year that the legal industry is in the middle of massive transformation. Every conversation, whether about technology, leadership, or inclusion, circled back to one question: how can we evolve without losing the human connection that defines our profession?”

At WIPL, AI dominated discussions, but so did trust. Legal leaders are under pressure to innovate responsibly and balance efficiency with compliance around data privacy, model governance, and client confidentiality.

Gina: “Clients don’t hire lawyers for answers anymore, they hire them for judgment.”

That theme surfaced in session after session. Generative AI may process data in seconds, but it cannot replace the trust built through empathy, shared understanding, and professional accountability.

How do firms evolve without losing the human connection that defines the profession? As AI streamlines research and drafting, the premium shifts to human judgment: understanding a client’s business model, market pressures, risk tolerance, and communication style. That insight is earned through consistent interactions over time, not through tools alone.

Key points:

• Clients assume speed; they reward judgment and trust.
• Technology creates capacity; relationships create differentiation.
• Retention of clients and of rising talent depends on feeling known, supported, and safe to speak up.

Balancing Tech Efficiency with Human Judgment

Clients are embracing AI-driven insights and faster response times. But with speed comes new expectations: clients want not just accurate advice but advice rooted in context.

Jennifer: “AI can process information and improve efficiency, but people are still responsible for processing context and emotion. That’s what builds trust.”

Gina adds that corporate legal departments are looking for balance: “It’s not about banning AI, it’s about demonstrating that you’re using it responsibly. Clients want to see transparency, judgment, and ethical oversight.”

The law firms that stand out in this environment are the ones that pair technical competence with human credibility. Trust has become the new differentiator.

Firms that delay adoption risk falling behind. The firms standing out pair AI-enabled efficiency with explicit signals of empathy, accountability, and quality control.

Signals clients look for:

• Clear articulation of how AI is supervised by responsible lawyers.
• Business implications alongside legal analysis.
• Proactive check-ins that show you heard and understood their goals.

Building Teams Through Mentorship And Reverse Mentorship

Career-shaping relationships, such as mentors, sponsors, and peers, fuel innovation and retention. Reverse mentorship (junior-to-senior knowledge flow) helps firms adapt faster and strengthens culture.

Jennifer: “Whether you’re leading a practice group, building a client team, or mentoring young lawyers, relationships are what make transformation sustainable.”

That means going beyond networking. Relationships thrive through shared experiences, mentorship, and consistent, transparent communication. Gina calls this the foundation of “relationship capital,” the compound interest that builds when lawyers invest in others without expecting an immediate return.

Gina: “When I ask someone, ‘Is there anything I can do for you?’ I mean it. That mindset of giving first is what strengthens professional trust and opens the door for honest dialogue—even when conversations are tough.”

Mentorship has long been central to professional growth, but the WIPL conference also spotlighted reverse mentorship, where younger professionals share skills, insights, and digital fluency with senior leaders.

Gina: “It’s not just up to senior people to mentor the next generation. We learn from them too. That’s how firms evolve faster.”

Jennifer adds, “For professionals earlier in their careers, it takes courage to ask for mentorship or feedback. Building strong relationships means being honest about what you need, and communicating it clearly.”

Firms that embrace this two-way learning model foster cultures of adaptability, belonging, and innovation, which are key drivers of retention in an increasingly mobile workforce.

Leader actions:

• Sponsor rising talent into visible opportunities.
• Create structured reverse-mentorship pairs with mutual goals.
• Celebrate relationship “wins” (referrals, collaborations, rehired teammates) to model the behavior you want.

“Clear Is Kind”: A Communication Playbook

In a world where remote work, digital communication, and automation dominate, clarity has become a leadership skill. Replace accusatory “you” statements with needs-based framing. Drop reflexive apologies. And remember: “No” is a full sentence.

Gina: “Clear is kind. Ambiguity erodes trust.”

She explains how even small shifts in language can transform feedback. Instead of saying, “I need you to communicate better,” try: “For me, it would have been helpful to see a brief recap of last week’s update so I can stay aligned and support you.”

That phrasing invites collaboration instead of defensiveness. Jennifer adds that she’s had to learn this skill deliberately: “I’ve worked hard on providing feedback that’s both kind and direct. It’s not natural for most of us, but it’s essential.”

The hosts introduce a simple, repeatable communication framework for tough conversations: Fact → Impact → Next Steps.

• Fact: State one clear, observable fact.
• Impact: Explain why it matters to the client or team.
• Next Steps: Define one actionable path forward.

Gina: “It’s a formula for accountability that keeps conversations both human and productive, something every law firm can use.”

Example with outside counsel:

Fact: “Your summaries focused on legal updates but missed business implications.”

Impact: “The client felt less aligned on how to act.”

Next Steps: “Add two bullets on client impact; we’ll review them together before sending.”

Rituals That Compound Trust

Relationships grow by design, not by accident. Make connection a habit.

• Reconnect with three people monthly (mentor, peer, emerging leader).
• Schedule one relationship touchpoint each week—no agenda needed.
• Ask “How are you?” not just “What are you working on?”
• Send handwritten notes—they stand out and get remembered.

As Gina says, “In the world of automation, that’s what people remember most.”

The Takeaway for Law Firm Leaders

AI can compress time; only humans can expand trust. Institutionalize relationship building: adopt tech for speed, but invest your freed capacity in client judgment, mentoring, and clarity. Use the Fact → Impact → Next Steps framework to keep conversations kind, precise, and actionable—and make connection a weekly ritual.

Resources

• Women, Influence & Power in Law (WIPL): https://www.event.law.com/corpcounsel-wipl/
• Jenny Wood: https://itsjennywood.com/
• Wild Courage: Go After What You Want and Get It: https://www.amazon.com/Wild-Courage-After-What-Want/dp/0593717643
• Kim Miller: https://www.furiarubel.com/our-team/members/kim-miller/
• Mahalet Ropar: https://www.furiarubel.com/our-team/members/kim-miller/
• Caitlan McCafferty: https://www.linkedin.com/in/caitlan-mccafferty-32925658/
• Sherman & Howard (now Taft): https://www.taftlaw.com/
• Why Partner Development is the Key to Law Firm Resilience: https://www.furiarubel.com/podcasts/why-partner-development-is-the-key-to-law-firm-resilience/
• Developing Tomorrow’s Law Firm Leaders: From Water Cooler Moments to Leadership Academies: https://www.furiarubel.com/podcasts/developing-tomorrows-law-firm-leaders-from-water-cooler-moments-to-leadership-academies/
• What Law Firm Clients Really Want: Relationships, Reputation, and Responsiveness: https://www.furiarubel.com/podcasts/what-law-firm-clients-really-want-relationships-reputation-and-responsiveness/