Clients want digital convenience, human reassurance and clear AI governance
The Law Firm Marketing Club’s 2026 research of 642 UK participants finds clients still value personal contact and human reassurance but increasingly expect digital convenience, transparency and consistency.
BY CLIENT INTELLIGENCE DESK · JUNE 9, 2026 · 1 MIN READ
The Law Firm Marketing Club’s 2026 research of 642 UK participants finds clients still value personal contact and human reassurance but increasingly expect digital convenience, transparency and consistency. It reports that 88 percent expect direct contact details, 85 percent expect at least weekly updates, 83 percent expect same-day responses and 81 percent expect an online account for updates and documents. On AI, 45 percent were comfortable with AI supporting legal-service delivery, but clients want clarity about where AI is used, how it is managed and where human judgment remains central.
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Source References
- AI-ready outside counsel guidelines become the new GC control surface — Conventus Law
- In-house teams are reframing outside counsel as a portfolio decision — GC AI
- Relativity says legal departments still need advanced tech to relieve capacity pressure — Relativity
- Wolters Kluwer’s LegalVIEW rate-pressure paradox sharpens procurement scrutiny — Wolters Kluwer
- Matter-type benchmarking becomes the better procurement language — Swiftwater Legal Business Advisory
- GC AI publishes a 2026 playbook for AI-enabled in-housing and spend reduction — GC AI
- Litera puts AI-powered client intelligence inside Microsoft 365 — Litera
- Independent coverage frames Foundation 365 as an answer to CRM non-adoption — Legal IT Insider
- BTI says the best business developers disrupt thinking and dissect the unsaid — BTI Consulting
- Events need relationship metrics, not just registration counts — National Law Review
- Kirkland and Palantir launch a client-facing PE fundraising platform — Artificial Lawyer
- RelativityOne’s Claude connector turns legal operations reporting conversational — Relativity
- Axiom uses NPS as a client-experience proof point for ALSP competition — PR Newswire
- Clients want digital convenience, human reassurance and clear AI governance — Law Firm Marketing Club