Reimagining Legal Billing Innovation: Value Over Hours

Guest Information:Tiffani Hamilton Huynh, Head of Legal Operations at DHL. Tiffani is a highly motivated, resourceful and results-oriented leader with demonstrated accomplishments in providing solutions with a key focus on customer satisfaction, business value, quality and long-term supportability. Ability to thrive in dynamic environments while remaining practical and flexible in meeting customer and enterprise needs.Guest LinkedIn:Tiffani Huynh | LinkedInPodcast TakeawaysLegal Ops Evolution: Tiffani’s experience highlights how legal operations can grow alongside an organization, adapting to new business needs and leveraging cross-functional expertise, especially in logistics.Value-Based Billing: Moving away from hourly billing requires a fundamental shift in mindset. Success metrics, transparency with outside counsel, and a focus on outcomes (not just hours) are essential.Role of Data: Data is the backbone of persuasion and change. Internal, external, and benchmark data help legal teams make informed decisions, negotiate fair rates, and demonstrate value to stakeholders.AI’s Potential: While AI wasn’t a focal point in the session, Tiffani notes its potential to help define value by analyzing historical data and identifying trends across practice areas, countries, and attorneys.Collaboration & Trust: Building trust between legal ops and internal lawyers is crucial. Recommendations based on data are more readily accepted when relationships are strong and expertise is respected.Benchmarking for Change: Benchmarking rates internally and externally provides leverage for negotiations and ensures consistency and fairness in pricing models.Conference Value: The RLLB conference offers unique opportunities for networking, learning, and validation. Tiffani plans to share her learnings with her team and GC, driving continuous improvement.Giving Back: Tiffani emphasizes the importance of sharing knowledge gained at industry events, fostering a culture of learning and innovation within her organization.