In this episode of Firm Factor, we examine the $11.5 million discrimination judgment against the Society for Human Resource Management (SHRM) and what it signals for organizations navigating compliance, accountability, and brand risk. Joined by new co-host Darin Fenn, we discuss how reputational trust can erode quickly when customer experience and ethical standards are deprioritized.

We also explore the growing use of AI in customer-facing roles, particularly in the legal industry, and question whether efficiency gains are worth the loss of human judgment and empathy. The episode closes with a clear takeaway: technology can support great service, but it cannot replace the people who make it meaningful.

Takeaways:

• Darin joins us as co-host, bringing a wealth of experience in business growth.
• We discuss the shocking $11.5 million judgment against SHRM for racial discrimination.
• Trust in businesses can be lost quickly, often due to one negative review or incident.
• AI in customer service has mixed reviews, with many preferring human interaction.
• The legal industry is facing challenges as AI tools become more integrated into daily tasks.
• Human judgment is crucial in overseeing AI outputs to avoid errors in legal practice.

Links referenced in this episode:

• legalrev.com
• thyme.org

Companies mentioned in this episode:

• Apple
• Legal Rev
• Hemet Law
• SHRM
• Klarna
• Clio
• ABC Legal
• Gusto
• Zenefits
• Semrush
• Adobe