Source: Gartner

While "Excel in customer experience" tops digital investment priorities in Gartner's 2024 CIO Survey, both CX and legal tech leaders face a common challenge: demonstrating ROI. Just as organisations struggle to connect CX improvements to financial outcomes, legal departments often grapple with quantifying the value of their technology investments.

Four approaches proven in CX can be adapted for legal tech: comparing performance metrics between tech-enabled and traditional legal operations, leveraging industry research to connect legal tech adoption to efficiency gains, using traditional ROI measurements, and analysing competitive advantages. These methods help legal departments build a compelling case for continued technology investment.

Successful implementation in legal requires systematic data collection and analysis. Legal teams must gather comprehensive performance metrics while considering all stakeholders, then combine this with operational data to create clear correlations between tech adoption and business outcomes. During budget constraints, it's crucial to demonstrate how legal tech drives both efficiency and strategic value, not just cost reduction.

The key to securing continued legal tech investment lies in establishing clear connections between technology adoption and business success. By focusing on long-term value metrics while maintaining clear financial impact analysis, legal departments can ensure technology remains a strategic priority rather than being viewed as merely a cost center.

Read more: Gartner