"The best piece of advice I can offer from my point of view is: If you can settle a dispute of any kind out of court – DO IT."
Laura Keily is the Founder and CEO of Immediation. She is a barrister (trial lawyer) and entrepreneur with a blue chip legal and business background as a top-tier corporate lawyer, company director, business adviser and in-house counsel for listed corporates.
A qualified arbitrator and specialist in corporations law and complex commercial litigation, Laura was awarded Innovator of the Year by the Womens’ Barristers Association in 2020 for her work in pioneering online mediation. Laura was also awarded “Australasia’s Most Influential Lawyer – Changemaker” in 2021 for her work in pioneering online dispute resolution
Check out more interviews with entrepreneurs here.
WOULD YOU LIKE TO GET FEATURED?
All interviews are 100% FREE OF CHARGE
Table of Contents
We are thrilled to have you join us today, welcome to ValiantCEO Magazine’s exclusive interview! Let’s start off with a little introduction. Tell our readers a bit about yourself and your company.
Laura Keily: Thank you for having me. My name is Laura Keily, and I am the Founder and CEO of Immediation, the leading online dispute resolution platform. After many years as a barrister (trial lawyer) and M&A and corporate law attorney at international firms, I came the conclusion there must be a better, faster, more streamlined way to settle disputes – there wasn’t. So I built one.
I am not a technologist. Usually when legal practitioners think about “technology” they shudder a bit because we all have issues with it – myself included. Typically, technology deployed for legal has been “adapted” for our use with little understanding of the nuances and needs that are rife in our profession. In my case, I am in insider who used technology to replicate the workflow for attorneys, courts and arbitrators (I’m qualified as an arbitrator as well) and ultimately end users. The thesis was around access to justice and really, just helping all sides speed to an effective resolution.
Pivoting my career into legal technology was not something I planned—but it was also something I couldn’t turn away from, as the need for an online dispute resolution technology platform was something the industry was in dire need of.
What kept me up at nights was the thought of how my clients were spending $300,000 fighting for a claim that was worth maybe two-thirds of that—and how much time and money was being potentially eaten up. The idea of an online system that would replicate the in-person hearing experience in every way, rooted in the rule of law and offering a workflow that would help claimants settle disputes faster and with less acrimony seemed fascinating and feasible. That’s how Immediation was born.
2020 and 2021 threw a lot of curve balls into business on a global scale. Based on the experience gleaned in the past couple years, how can businesses thrive in 2022? What lessons have you learned?
Laura Keily: In 2020, McKinsey reported that the COVID-19 recovery would be digital. They said, “The rapid migration to digital technologies driven by the pandemic will continue into the recovery.” Nothing could be more truthful for our business. Echoing that, an April panel of top firm managing partners who originally feared the move to WFH would cause billability to plummet, found that though the rapid adoption of technology, not only were billings up, but participation across the board increased. They saw benefits of what they termed was “five years of tech adoption in less than five months.”
Immediation was well-placed: when the pandemic hit and courts shuttered, they turned to us to continue operations. In the US, most turned to Zoom despite inherent security concerns – no one can blame them. There were no other options and people had to continue with their lives as best as they could. That means justice must be served however it can be.
Probably my greatest realization has been the journey from concept to ‘onscreen’ is less straight-forward than envisioned. I am a lawyer. Lawyers think differently than traditional tech founders. In this regard, I had much to learn. My greatest asset was building a strong team on whom I rely. Ultimately, it is all about the team. And I believe that is the case for any business.
Immediation took off quickly and my ‘side hustle’ quickly became a full-time role. I learned that when the world is changing, you can either watch it happen or help make it happen for the better. Taking an active role was far more my speed.
Now, Immediation is leading digital transformation for dispute resolution. Developed more than five years ago, it is considered the gold-standard platform for arbitration, mediation, court hearings and corporate resolution — offering unmatched security, accessibility and sustainability. Immediation is ideal for online hearings, arbitrations, mediations, negotiations, witness conferences and more and is used by Federal Courts, Government and law firms. As awareness grows, so does our user base. We’ve learned that when people know about us, they’re sincerely interested. Building awareness is key.
The pandemic seems to keep on disrupting the economy, what should businesses focus on in 2022? What advice would you share?
Laura Keily: The best piece of advice I can offer from my point of view is: If you can settle a dispute of any kind out of court – DO IT. Courts are backlogged. They can be slow. There are many other means to seek and achieve resolution. I have seen first-hand the drain ongoing disputes can have on funds, people, morale and more. Address them early and efficiently so you can focus on growth.
Look, the legal system has historically been overburdened. Now it is experiencing unprecedented backlogs worldwide – as the Guardian reported, the pandemic backlog added as much as six years of waiting in some jurisdictions. The consequences are serious and expensive. People are imprisoned longer, waiting in limbo longer, going without their awards longer and struggling to get the justice they deserve. The justice system urgently requires digital transformation to offer an efficient solution to this crisis.
Even before COVID-19 drove the adoption of technology throughout the world’s legal systems, online dispute resolution (ODR) held the promise of addressing the backlogs and providing greater access. The two go hand-in-hand, as greater access and easier navigation of the system will allow potentially life-altering legal disputes, such as debt collection, eviction and child support to be resolved out of the courts, offering all parties speed, efficacy and lower cost. A chorus of leading voices in the industry agree ODR is the way forward.
It is clear that digital transformation in the legal industry is no longer a choice — it is a necessity. Based on our recent participation with the National Center for State Courts’ National Association for Court Management conference in Milwaukee, the court system expects to move from pure virtual to a hybrid model using both online and in-person proceedings — with resolvable disputes being managed efficiently through online mediation and arbitration, reserving courts for more complex cases that require the full force of the legal system.
ODR — including arbitration and mediation — preserves the most important aspects of the justice process, while improving access, security, efficiency and sustainability.
We help court systems (at the federal, state and family court levels). Complex cross-border arbitration is another popular use case for Immediation. So is mediation and even the new genre of “mass arbitration.” Ultimately, Immediation aids with speed to resolution.
How has the pandemic changed your industry and how have you adapted?
Laura Keily: Originally Immediation was designed to provide greater access to justice (The World Justice Project estimates that globally, five billion people lack basic access to justice). This was pre-pandemic.
When COVID-19 hit, we were in market with a platform that could be instantly used to conduct hearings, negotiations and more.
Since the pandemic, more than 7,000 matters, led by more than 11,000 parties and featuring 34,000 participants across nearly 100 state, federal and local government agencies. This does not include its use in arbitration and mediation.
In short, we became the best offering available as we are purpose-built for the legal industry. We have supported this online transition for legal matters and began delivering a solution for hybrid proceedings.
Hybrid is the focus moving forward. The pandemic answered the long-simmering question: “Can we conduct hearings and matters online?” Now we know we can. The new question is, “How do we optimize this new approach?” Consider, we went from only in-person to purely virtual and now we’re landing in-between, and that’s hybrid.
What advice do you wish you received when the pandemic started and what do you intend on improving in 2022?
Laura Keily: I wish someone had told me just how hard it was going to be to build a tech company, hire a seasoned team and get the product off the ground before—and during—the pandemic. Funding is just the first part. When you get the funding, you are suddenly responsible for everyone’s part of your dream. It’s daunting and exhilarating all at the same time. Had I known however, I may not have started Immediation—and I am so glad I did. It is ironic. There’s such a great need for Immediation.
Even though our whole lives went online, I wish someone would have advised me about how hard it is to change people’s perception that justice, or dispute resolution, has to be administered in a traditional courtroom environment. The challenge is no longer ‘can we’ but it’s complacency and a deep desire to return to “normal” when it is clear that “normal” is now redefined. While the pandemic helped initiate this shift in perception somewhat, there is still a ways to go, and we are paving the path.
Resilience is critical. In technology there are always challenges that crop up – let along just leading a global company. My job is to lead by example, to ensure my team understands the vision and their role in making it a reality. Sales in the legal arena can be daunting. Lawyers do not like being sold to. So we take a different approach.
Given our recent growth as an offering and our new clients, I couldn’t be prouder of the achievements of the team and the Immediation platform.
Online business surged higher than ever, B2B, B2C, online shopping, virtual meetings, remote work, Zoom medical consultations, what are your expectations for 2022?
Laura Keily: One thing is clear- we are not going backward. We’ve all seen the benefits that mixing virtual and in real life can bring. Based on what we hear from our clients and prospects, the demand for bespoke legal tech tools will only grow – especially as data privacy and security continue to increase as areas of focus.
Right now, many courts, arbitration centers and mediators are using traditional video conferencing tools to conduct legal business. Basically they are using technology you use to talk to your grandmother.
This is leading to new jurisprudence around online dispute resolution. The rule of law is centered around privilege and security — traditional video conferencing platforms do not provide this — and in fact, courts are already overturning decisions rendered using standard video platforms so in my view, we are not far from that same reasoning being applied to arbitration and mediation. Our platform solves for all that.
As far as we can tell, Immediation is the only online dispute resolution platform that was built on the rule of law — meaning we are law first and tech second. All other technology platforms are tech first and attempt retrofitting into law. The reason that fails is that law is a very particular sector with specific rules, procedure and respect for precedent.
How many hours a day do you spend in front of a screen?
Laura Keily: I spend a good portion of my workday in front of a screen—a phone, a computer, a tablet—like everyone else. I also spend a great deal of time in person with customers, potential customers, legal experts, Immediation investors, and Immediation staff. Being connected to the company’s stakeholders is one of the most important things I do.
At home, my family and I made a conscious decision to avoid television. We listen to music, exercise, and play with our dog. We do not miss the ‘big screen.’ I am incredibly grateful to my husband, who ensures our household continues to run smoothly while I work long hours and is an amazing dad to our kids. So, I make a concerted effort to connect with my family and friends—and I like to do that screen-free, when possible.
The majority of executives use stories to persuade and communicate in the workplace. Can you share with our readers examples of how you implement that in your business to communicate effectively with your team?
Laura Keily: We’ve found the best way to illustrate Immediation is via sharing stories from actual experiences.
For example: A company based in Texas and its partner in Australia needed to hold an arbitration. Neither could travel to the other’s jurisdiction during Covid. They selected a retired New Zealand judge as the arbitrator – this older gentleman did not ‘believe’ in online hearings. He did not see any other way to do his job outside of the physical world.
The parties met on Immediation and within a few hours, the arbitration was finalized, the award was sent through DocuSign and the retired judge was paid for his service. The story is not about the two companies reaching a swift resolution – it’s that this judge in one sitting became a huge advocate for us and for online dispute resolution. His own experience persuaded him.
Sometimes, I share anecdotes from court experiences or arbitration matters – usually with prospects at arbitration centers. This lends credibility – that we have actual experience doing what they do. We’ve found when we describe the actual workflow that looks and feels like their daily life, they see Immediation as “feeling like home.”
Business is all about overcoming obstacles and creating opportunities for growth. What do you see as the real challenge right now?
Laura Keily: Building awareness. As a start-up we have to stand out. To do this, we need to sign up, to show up and to step up in relevant ways that pull focus. We’ve done this to great effect over the past year and the results are showing up.
Moreover, our way of executing thought leadership has developed into a gold standard as it drives word of mouth, engages an intimate audience and drives dialogue. We’re already investigating ways to expand this.
In 2022, what are you most interested in learning about? Crypto, NFTs, online marketing, or any other skill sets? Please share your motivations.
Laura Keily: I am excited to be bringing technological change to my “ancient and noble profession.” Beyond new ways of marketing and creating awareness for the company, as I noted, I am motivated to continue learning ways to combine running a successful business, impacting clients every single day, and making a positive impact in the world through equity and access to justice and improving environmental sustainability in the legal industry.
A record 4.4 million Americans left their jobs in September in 2021, accelerating a trend that has become known as the Great Resignation. 47% of people plan to leave their job during 2022. Most are leaving because of their boss or their company culture. 82% of people feel unheard, undervalued and misunderstood in the workplace. Do you think leaders see the data and think “that’s not me – I’m not that boss they don’t want to work for? What changes do you think need to happen?
Laura Keily: I’d be a superhero-champion for transformation in law, fighting for the environment, equity and accessibility.
Increasingly, I am focused on the sustainability impact; helping to reduce the carbon burden associated with international dispute resolution. Immediation provides the legal industry with all the tools that are required for international dispute resolution to occur effectively online, hence reducing the need to pay the hefty financial and environmental costs of international travel for dispute resolution.
If we can consolidate the use of sophisticated online dispute resolution platforms that do the job properly, we can capitalize on the rapid advances made during the pandemic to capture the long-term benefit for the legal industry, clients and the environment.
Also, my ultimate goal is to reduce the number and impact of disputes and ensure we redress imbalances in equity, for women, for the community, and for access to justice.
On a lighter note, if you had the ability to pick any business superpower, what would it be and how would you put it into practice?
Laura Keily: I’d be a superhero-champion for transformation in law, fighting for the environment, equity and accessibility.
Increasingly, I am focused on the sustainability impact; helping to reduce the carbon burden associated with international dispute resolution. Immediation provides the legal industry with all the tools that are required for international dispute resolution to occur effectively online, hence reducing the need to pay the hefty financial and environmental costs of international travel for dispute resolution.
If we can consolidate the use of sophisticated online dispute resolution platforms that do the job properly, we can capitalize on the rapid advances made during the pandemic to capture the long-term benefit for the legal industry, clients and the environment.
Also, my ultimate goal is to reduce the number and impact of disputes and ensure we redress imbalances in equity, for women, for the community, and for access to justice
What does “success” in 2022 mean to you? It could be on a personal or business level, please share your vision.
Laura Keily: My vision for success is seeing Immediation become the de facto standard for dispute resolution. Immediation is an important part of my life’s work.
I told my children that other than them, perhaps also one part of my legacy will be encouraging the industry to use Immediation to stop people from flying all over the world to settle disputes, and also to offer greater access to justice to a system meant to protect all people- the very people who have no way to enter or access the system. This can all be achieved with Immediation.
Jerome Knyszewski, VIP Contributor to ValiantCEO and the host of this interview would like to thank Laura Keily for taking the time to do this interview and share her knowledge and experience with our readers.
If you would like to get in touch with Laura Keily or her company, you can do it through her – Linkedin Page
Disclaimer: The ValiantCEO Community welcomes voices from many spheres on our open platform. We publish pieces as written by outside contributors with a wide range of opinions, which don’t necessarily reflect our own. Community stories are not commissioned by our editorial team and must meet our guidelines prior to being published.
