Thomson Reuters is an AI and technology company empowering professionals with trusted content and workflow automation. Lourdes Reed, SVP and Head of Customer Success for the Thomson Reuters Legal Professionals Group, shares her experience working with SOAR. SOAR has worked with Lourdes and her teams since April 2025. 

In a competitive environment where firms were racing to embrace artificial intelligence, Thomson Reuters saw an opportunity. The company had already invested in vertical AI solutions, such as CoCounsel, “enabling professionals to delegate complex, multi-step tasks and transform workflows across Tax, Audit, Legal and Compliance” (Thomson Reuters).

Thomson Reuters had great technology, but no repeatable way to drive adoption across hundreds of diverse law firms, including large firms, mid-market firms, and government clients. To capture market share in a crowded field, the executive team knew they needed a customer success organization capable of driving product adoption and customer outcomes at scale.

Lourdes was tasked with establishing this brand-new customer success organization. She sought out SOAR as a strategic partner to help Thomson Reuters create a customer success motion to quickly translate technology promise into customer outcomes.

 

The Challenge

Leadership knew that establishing a repeatable customer success motion wasn’t just a nice-to-have; it was essential for securing market leadership in the emerging vertical AI legal landscape.

Lourdes approached  SOAR with a clear vision:

  • Standardized operating model for customer success
  • Consistent processes for driving adoption and value
  • Clarity around the CSM role and coaching framework

“We were at this critical inflection point,” remembers Lourdes. “We realized that we really wanted to have a customer success team that was focused on driving product adoption and driving customer outcomes as we move to become much more of a technology company. What we needed was someone to really help us create this repeatable framework, really clarifying like what is the role of a CSM and then really help us mature our CS function.”

 

The Solution

Lourdes was ready to go, teeing us up with a clear vision and a team of skilled CSMs. All she needed was the most efficient path forward. That’s where SOAR stepped in.

Because Thomson Reuters needed a quick turnaround, SOAR implemented weekly check-ins, milestone tracking, and regular communication to ensure progress never stalled. 

However, SOAR still took the time up front to understand Thomson Reuters’ business priorities, competitive environment, and long-term vision for vertical AI leadership. That foundation made it possible to co-create tailored solutions.

Over weeks of collaboration, interviews with stakeholders, and deep dives into customer workflows, SOAR and Thomson Reuters co-created:

  • A customer success operating model tailored to vertical AI adoption
  • Playbooks leveraging the SOAR Value Realization Methodology to make adoption activities repeatable and measurable
  • Tools and templates embedded directly into customer-facing systems

Combining Thomson Reuters’ strategic vision with our expertise in practical execution quickly led to a framework grounded in real market dynamics and the competitive pressures accelerating AI adoption. 

 

The Results

Within 3 months, the new model was operational. Within 9 months, Thomson Reuters saw a 310% improvement in adoption of their Legal AI suite. 

Lourdes reflected on both the early wins and durable impact of our work together:

“Could I have built this myself? Maybe, but it would have taken me so much longer. It was really time to value. We got something built out that was cross-functionally sponsored by everyone, and we were more quickly able to train up this whole new team of CSMs on this consistent methodology. 

And now we have something that we can make repeatable. So I think the time to onboard people will be much faster, our managers can coach our CSMs consistently. And I think all of this helps us better serve our customers to have a better customer experience to then drive the adoption and the business outcomes that we want with our customers.”

 

What Made This Partnership A Success

Our work with Lourdes and her teams was both efficient and enjoyable.

“I really appreciated your team’s ability to provide thought leadership with practical execution,” shared Lourdes. “You listened very carefully to what we wanted to do, and we were able to quickly move to co-create the deliverables together because you also have strong program management.”

SOAR was able to help Thomson Reuters turn their vision for market leadership in vertical AI adoption into clear, operational customer success motions. We provided thought leadership and valuable perspective from working across industries.

Weekly check-ins and regular communication also led to a strong rapport between the Thomson Reuters team and the SOAR team. 

“I also really loved all the storytelling,” shared Lourdes. “It makes it much more applicable. It’s easier to relate to. So it was a ton of fun hearing all the experiences that you’ve had working with different customers…We had a good time.”

Thank you, Thomson Reuters, for choosing SOAR Performance Group!

 

Why This Matters: Adoption in a Competitive AI Market

Thomson Reuters’ expanding AI strategy has positioned the company at the forefront of professional grade agentic AI. But innovation alone doesn’t secure market share in today’s competitive, rapidly shifting AI landscape. Adoption does.

The partnership with SOAR shaped Thomson Reuters’ ability to lead the market in vertical AI adoption. By moving from fragmented efforts to a repeatable adoption model, the company gained the clarity and discipline required to translate AI innovation into competitive advantage.

If this sounds like your organization, contact us for a free 30-minute briefing about how SOAR can partner with you.