Many businesses are focusing on increasing efficiency. Some organisations aim to boost internal productivity, while others seek to improve the service they offer clients. How can organisations improve both their own operational efficiency and their client service delivery?

This panel discussion will consider the following:

    • Where is a good place to start when looking to boost operational efficiency?
    • How can organisations work with third party suppliers to support the delivery of their own services to clients and what impact could outsourcing tasks have on this?
    • When have organisations seen the greatest impact to their operational efficiency and client service delivery?



Mark Chesher, Partner, Addleshaw Goddard

Mark has over 18 years’ experience of complex high value commercial, product liability and cross-border fraud litigation, acting for FTSE100 companies, banks, hedge funds and ultra-high net worth individuals. Mark is familiar with obtaining, executing and challenging injunctions, worldwide freezing orders and search and seizure orders. Mark also advises clients in relation to product safety and recall issues and ensuing litigation.

Mark is recommended in Legal 500 for Commercial Litigation, Civil Fraud and Product Liability Litigation.

Mark heads our E-disclosure team and is known as an expert in the field of electronic disclosure and document review and the related practical and legal issues (including privilege, cross-border data protection rules and privacy regulations).

Sian Ashton, Client Service Transformation Partner, TLT

Siân’s focus is on client service and transforming the way we deliver our services. Siân has a particular interest in innovation and LegalTech, leading the firm in the way we deliver legal services and products to ensure that our clients receive the most efficient and cost effective solutions.

Siân has extensive expertise in designing, developing and delivering significant, high profile projects for our clients. These include a number of investigations, substantial document review and DSAR projects along with BAU outsourcing projects, providing creative, cost effective solutions for the client.

She set up TLT’s in-house Document Review and Collation Team, part of our TLTReSource Group, which provides centralised, expert support for the firm and costs savings to clients through increased efficiency and creative approaches to tasks.

Siân is part of our FutureLaw team and is currently concentrating on how the firm can deliver the most cost effective, efficient and innovative solutions to clients through alternative resourcing, legal project management and legal technology.

Dr Catriona Wolfenden, Product and Innovation Director and Partner, Weightmans

Product and Innovation Director at Weightmans – ensuring delivery of products and innovation that are aligned to client needs and Weightmans’ overall strategy. Accidental lawyer, fell into innovation and grew an award-winning team. Interested in the skills of future lawyers. Unsure on the Metaverse. Co-authoring a book about practical innovation in law firms.

Andy Shelford, Director of Customer Experience, Everlaw

Andy Shelford is the Director of Customer Experience for Everlaw in London, UK. He first gained experience in eDiscovery working for a global financial company and built out the in-house eDiscovery workflows for the EMEA team. Since then, he has gained extensive hands-on experience in eDiscovery best practices supporting pro-active document reduction techniques and review strategies with complimentary technology. He has worked alongside Corporate, Financial and Legal firms in Europe, Asia, Africa and the US, and previously lived in Asia for 3 years.

He was previously a Client Services Director for a global eDiscovery services vendor, leading a team of professionals focused on EMEA based clients, providing a high quality consultative service across the full EDRM on a range of proprietary and third-party technologies to meet the needs and deadlines of Litigation, Regulatory Requests and Investigation matters.

Moderator: Matt Byrne, Director of Insight, The Lawyer

Matt Byrne is Director of Insight at The Lawyer and writes news, features and opinion articles on a range of topics related to the business of law. In particular, Matt leads the editorial teams for major data-led reports including the UK 200, the US Top 50 and the Global Litigation 50 and has presented numerous live webinars and roundtable panel discussions on topical industry issues. Matt ran The Lawyer’s New York office between 2007 and 2009.