Arif Kamal comments on delivering exceptional client experiences in Legal Practice Management
Arif’s comments were published in Legal Practice Management magazine, March 2025, and can be seen here.
Arif Kamal, Chief Finance & Operations Officer at Hunters, comments on how SME law firms can deliver exceptional client experiences in Legal Practice Management magazine. He emphasises that modernisation and investment are not goals in themselves, but rather opportunities to create systems that truly benefit both clients and lawyers.
Arif explains that Hunters is enhancing its digital onboarding processes, developing client listening systems, and establishing a policy for AI integration. However, the firm is equally focused on improving internal capabilities, including soft skills training for lawyers, to ensure that technological upgrades are matched by human-centred service.
Kamal underscores that law is fundamentally about people—whether they are navigating personal challenges like divorce or complex business transactions. He believes that Hunters’ size allows it to remain agile and responsive to clients’ evolving needs. This flexibility enables the firm to offer personalised attention and build deeper, more meaningful relationships with clients, which is increasingly important in a competitive legal market where expectations are rising.
The article highlights a broader trend among SME law firms: the shift from transactional service delivery to relationship-driven client care. Firms like Hunters are investing in both technology and talent to ensure they not only meet but exceed client expectations. Kamal’s insights reflect a growing recognition that exceptional client experience is built on a foundation of empathy, adaptability, and continuous improvement qualities that are becoming essential for long-term success in legal practice.
Read the full article on the Legal Practice Management website [external link].
