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70 e legal industry is notoriously resistant to change. Led by severely outdated court systems, the profession has—until recently—felt little historical pressure to innovate by modifying habits or implementing new tools. However, the global pandemic, coupled with the "Age of the Customer," has changed everything. Embracing technology is no longer just an option but an imperative. e transition to remote operations has expedited the implementation of technology into legal operations as the legal system has been disrupted at nearly every level. Stay-at- home mandates left courthouses and other in-person proceedings shuttered with all but essential businesses closed and many unwilling or unable to leave their homes. Meanwhile, modern consumers are simply not satisfied with the slow, inefficient, and outdated methods emblematic of the legal industry. Technology giants have set a gold standard for communication and transparency that other businesses, including law firms, must emulate as digital natives become the norm. THE AGE OF THE CUSTOMER Driven by the idea that the only sustainable competitive advantage is knowledge and engagement with customers, the "Age of the Customer" is—according to a Forrester report—a 20-year business cycle in which the most successful enterprises will reinvent themselves by becoming more customer-facing. Indeed, among the many challenges caused by a global pandemic intersecting with widespread customer demand is the need for better, faster, and more efficient service across the board. Jennifer Leonard, Penn Law's Chief Innovation Officer, is one legal professional who thinks there will be a bright side to the Feature By: Sascha Mehlhase IS IT TIME TO REEVALUATE YOUR APPROACH TO CUSTOMER SERVICE? The global pandemic, coupled with the "Age of the Customer," has made embracing technology an imperative.