[author: Esther Trifan]
When I first entered the legal services space over 18 years ago, eDiscovery wasn’t the structured, tech-driven process we know today – in fact, I didn’t even know what it was at the time. Like many of us back then, I learned on the job. Legal teams and service providers were still trying to figure out how to manage the overwhelming shift from paper to digital. Productions meant stacks of bankers boxes, and if you were lucky, PST files came in on CDs or DVDs. Tools like Summation were once considered cutting-edge – it felt revolutionary to run a keyword search and instantly surface potentially relevant documents. There were no playbooks, no automation, and certainly no predictive coding. It involved long hours, a lot of improvisation, and a shared determination to get the job done. But even then, it was clear that the way we handled data needed to change – and fast.
We’ve come a long way since then.
Today, technology, regulation, and client expectations are reshaping how legal teams operate. And as someone who has lived through this transformation, I’ve come to see eDiscovery not just as a function – but as a strategic cornerstone of modern legal service delivery.
Clients aren’t just looking for help anymore – they’re looking for transparency, defensible processes, and true partnership. At the same time, the data landscape has become much more complicated. With cloud platforms, collaboration tools, mobile messaging, and evolving privacy regulations, the way we handle litigation and investigations has changed. The firms that are thriving right now are the ones that can pivot quickly without cutting corners on quality or client service. It’s no longer just about having the right tools – it’s about being a strategic partner who can help clients manage risk, reduce friction, and deliver real value.
My journey through this evolution has been both personal and professional. I’ve had the privilege of growing alongside the industry. Throughout my career, I’ve helped legal teams bridge this gap – designing tailored workflows, managing high-stakes matters, and aligning strategy with technology. But what’s made the biggest difference in every engagement isn’t just technical skill – it’s relationship-building. I believe that the best solutions are built not just through process and technology, but through strong, trusting relationships.
I’ve always believed that great service begins with listening. Every matter is unique, and at the core of my approach is a client-first mindset. I believe that great service begins with empathy – understanding not just what a client asks for, but what they truly need. Every client faces their own pressures, goals, and risk profiles. Taking the time to really understand those nuances makes all the difference. When clients feel supported – not just “managed” – it changes everything. It strengthens the partnership, opens the door to innovation, and creates a sense of alignment that carries through every phase of a project, encouraging clients to return time and again.
Working at a company that has evolved so much over the years has been a unique and rewarding experience. When I first started, we were Commonwealth Legal – a tight-knit team with a strong reputation in the Canadian eDiscovery space. That evolved when we became Ricoh, which brought new structure, resources, and opportunities for growth. Then, just last year, we became part of Array, opening a new chapter focused entirely on legal technology and client partnerships. I’ve seen our leadership evolve, our structure adapt, and our vision expand. Each shift brought its own learning curve, but also new opportunities.
That kind of consistency is what builds trust. It’s what helps teams navigate change while staying true to their core values – and continue showing up for clients in meaningful ways. There’s a real emphasis on creating a supportive, transparent, and empowering culture – and that has a direct impact on how we work with clients. When individuals feel respected, motivated, and heard, it reflects in the quality of their work and in every client interaction. And when that happens, clients feel the difference.
Technology will keep advancing. Regulations will keep evolving. Client expectations will keep rising. The future of legal services will be shaped by AI, automation, and increasingly sophisticated client demands. But innovation alone isn’t enough. The firms that lead will be those that combine technology with trust, strategy with empathy, and scalability with personalization.
That’s the space I work in – and the space I love.
As I reflect on my journey, I’m grateful not only for the knowledge I have gained but for the opportunity to build partnerships that last beyond a single matter. In the end, what we deliver is important – but how we deliver it makes all the difference.
Technology continues to advance. With AI and automation, it will become faster, smarter, and more sophisticated. But even the most powerful tools can’t replicate human judgment, empathy, or the ability to understand context and nuance where meaning is often found between the lines.
It’s the personal connection, the listening, and the thoughtful interpretation that clients remember – and that ultimately shapes better outcomes. That’s what builds lasting partnerships.
