Season four of The Crafty Show opens with a keynote that goes straight to the heart of what’s changing in legal: customer-centricity.
🎙️ Recorded live at Crafty Fest 2023, Andy Cooke (General Counsel at TravelPerk) shares how in-house lawyers can become trusted, proactive partners. Recorded live at Crafty Fest 2023, Andy explores what legal looks like when it puts the user first. He also explains how product thinking, trust-building, and smart use of AI can transform legal’s role in the business.
Whether you’re leading a team or flying solo, this keynote will leave you thinking differently.
Why customer-centricity matters in legal
Legal must move beyond just being accurate. Customer-centricity means designing your work around real people and problems. For example, how can legal make it easier for sales to move fast, or for product to experiment safely?
Andy argues that legal needs to stop thinking in checklists and start thinking in experiences.
Trust, tech and legal leadership
Building trust takes more than good advice. It means being consistent, reliable, and visible. As a result, legal becomes a partner—not a blocker.
Andy also dives into GenAI and explains where lawyers should lean in, not check out. His view: tech is moving fast, so legal must stay curious and clear.
▶️ Listen now to hear why customer-centricity is reshaping how legal delivers.
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