The View from the Interface with Kevin Cohn

# The View from the Interface with Kevin Cohn > Understanding the changing shape of legal work by turning the business of law into a dataset, and seeing what it reveals about the future. [Read on Substack](https://lawwhatsnext.substack.com/p/the-view-from-the-interface-with) · 2025-11-12 · Law What's Next --- We sit down with Kevin Cohn, Chief Customer Officer at Brightflag, who occupies one of the most revealing vantage points in modern legal services — the interface between corporate legal departments and their outside counsel. By processing billions of dollars in legal invoices, Kevin and his team have built a panoramic view of how legal work really flows: what’s being sent to law firms, how it’s staffed, and how much value it delivers back. It’s a dataset any AI startup would kill for — and one that tells a deeper story about how legal services are changing. In this lively and familiar conversation (we’ve all known each other for years), Kevin shares what Brightflag’s data is surfacing in real time: Rising partner utilisation — which might actually be a positive signal if overall hours are declining. AI-assisted billing practices that are, as Kevin puts it, “not the most above board” — with invoice data showing some suspiciously robotic six-minute increments. We also talk about the evolution of skills and relationships in an era when both clients and counsel are being shaped by automation and analytics. Kevin is also our first Law://WhatsNext guest to have an AI version of himself shipped and deployed to give Brightflag customers on-demand access to his expertise on legal operations and spend management. While Kevin Clone can handle questions about invoice review and matter management workflows with ease, we discover its limits when we request an Italian wine pairing. Clone politely deflects: “I’m here to focus on legal operations and Brightflag.” Some things simply can’t be replicated by AI. The real Kevin remains irreplaceable. Watch or Listen on Spotify Listen on Apple Key Takeaways The View from the Interface Brightflag’s platform processes billions in legal spend, giving Kevin and his team a unique ability to observe trends across corporate legal departments and law firms — from staffing ratios to rate inflation and shifting expectations. Partner Utilisation May Be Rising — But It’s Not All Bad Higher partner utilisation could actually signal greater efficiency and smarter delegation, especially if total billable hours are trending down. The nuance matters, and Brightflag’s data helps separate pattern from perception. AI Is Already Affecting Billing Behavior Some law firm invoices now display suspiciously mechanical timing patterns. Kevin calls it “AI-enabled billing,” a new ethical frontier where efficiency tools and timekeeping collide. The Next Frontier for Legal Ops: Technical Proficiency As legal operations becomes increasingly data-driven, technical literacy is no longer optional. The most successful teams are those that blend domain expertise with comfort in automation, analytics, and experimentation. Human Insight Still Matters Even in a world where an “AI Kevin” can handle client queries, Brightflag’s success continues to depend on empathy, context, and trust — qualities that don’t yet replicate well in code. Watch or Listen on Spotify Listen on Apple Episode Chapters 02:07 — Introduction to Kevin Cohn and Brightflag 06:57 — Inflection Points in Brightflag’s Growth 12:17 — Community Contribution and Customer-Centric Approach 15:01 — Adapting Legal Operations skills in the AI era 22:40 — Uncovering hidden trends in Legal Billing Data 28:42 — Shifting Focus to Value in Legal Service Pricing 34:43 — Generalists, Specialists, and the AI Change Agent 40:26 — 2026 Predictions for the Future of Legal Technology Key References Brightflag LinkedIn Post — Introducing Kevin Clone Ask Kevin Clone a Question — Brightflag Thanks for reading Law://WhatsNext! This post is public so feel free to share it. Share