Legal CX: Adv. Shaili Muzoomdar on Rethinking Divorce and Empowering Women

In a world where law often unfolds as a contest of rights and wrongs, Adv. Shaili Muzoomdar’s work stands out for its compassion, clarity, and courage. A practicing matrimonial lawyer with extensive courtroom experience, Shaili believes that every legal dispute is, at its heart, a dialogue about human emotion and personal evolution. Her rare ability to balance assertive advocacy with emotional intelligence makes her a transformative figure in family law.  

From handling complex custody cases to representing clients across jurisdictions, Shaili’s perspective bridges the technical rigors of the courtroom with the empathy required in deeply personal issues. Her reputation extends beyond the bar—she has participated in international peace forums and women’s literacy programs, working to make legal awareness accessible and humane.  

At a time when conversations around divorce, adoption, and women’s rights are gaining traction in India, Shaili’s approach signals a shift: from confrontation to collaboration, from bitterness to betterment. For CXQuest.com, her philosophy brings an illuminating parallel to Customer Experience (CX)—the pursuit of trust, transparency, and transformation across every human interaction.  

A Lawyer Who Listens 

Q1. People often describe you as a “lawyer who listens.” How did your journey into matrimonial law begin, and what drew you to this human-centered legal field?

SM: Legal experts require the skill of analysis,strategy and  correct usage of words. Even as a child, I loved to analyse in depth and had tremendous love for words. However, as I grew up, I also developed a deep appreciation for synthesis in addition to analysis. I began to appreciate the need to  listen to what remains unsaid and go beyond what is said. 

Matrimonial Law requires a person to delve in law as well as psychology, analysis as well as synthesis and strategy as well as sensitivity. 

This humane aspect of matrimonial law appealed to me as I cherish human interactions and an opportunity to use my legal knowledge to guide people in their intimate and personal relationships. More so, as a student and a young adult, I had attended many International conferences which focussed on conflict resolution, which enabled me to deal with conflict in personal lives with more clarity and sensitivity.

Delicate Balance Between Objectivity and Empathy

Q2. Family law often carries intense emotional weight. How do you manage the delicate balance between professional objectivity and personal empathy?

SM: I have always strongly believed that conflict does not have to mean cacophony and discord does not have to mean disrespect. Any conflict or dispute can be handled and navigated with dignity and decorum if the parties choose to do so. Additionally, an eventual breakdown of a marriage or a relationship does not necessarily negate the good times and good relations which may have been enjoyed by the spouses earlier. End does not necessarily define the journey. I always keep this principle in mind while dealing with the emotionally charged environment of a matrimonial dispute. My goal is that at the end of a divorce, my client should come out better and not bitter. With this goal in mind, I help my client achieve the balance between fight for their rights and freedom from their plight. 

Divorce is a tool for one’s healing and should not become a tool for inflicting punishment on the spouse. I recommend that my clients concentrate on what is good for them rather than concentrating what will be bad for their spouse.

Resolution Over Rupture

Q3. Could you share a moment or case that shaped your belief in resolution over rupture?

SM: Since I was a student, I had the privilege of representing India at various International conferences for conflict resolution and peace where I have interacted with people from many countries and have witnessed dialogue between people from conflicting nations. Every such experience has strengthened my belief in resolution over rupture. Furthermore, prolonged legal battles, especially in matrimonial matters, are emotionally, physically and financially draining. Arriving at a reasonable compromise or settlement and ending a marriage on mutually accepted amicable terms will save a client years of prolonged conflict, emotional trauma and unending bitterness.

When I meet my client a couple of years after they have been able to part ways through an amicable and mutual settlement, I see a happier and thriving version of them and this further cements my belief in resolution over rupture, reasonable compromise over prolonged legal battle and rationale over retribution. Ofcourse, if fundamental rights are at stake or where there is extreme abuse, one must go for litigation, no matter the cost.

Emphasising Collaboration

Q4. Divorce and custody are often viewed as legal battles, yet your approach emphasizes collaboration. How do you foster this mindset among clients and opposing counsel?

SM: I constantly remind my client that divorce is a tool for his/ her own healing and should not be misused as a tool to inflict punishment on his/ her spouse. In a matrimonial dispute, both spouses and their families get punished when there is prolonged litigation. So while trying to seek revenge on your spouse, one is also putting oneself through many years of constant strife, unease, anger and resentment. 

As far as children are concerned, I firmly believe that children require a happy and peaceful environment to thrive. Whether the parents are together or separated, as long as they are at peace, they will be able to raise happy children. It is my humble belief that it is better to provide a child with two separate happy homes rather than providing a child with one home where parents are miserable together. In custody battles, it is extremely important to remember to not use the child as a pawn or as an instrument to avenge your spouse. Children should witness collaboration between their parents, not conflict. I also remind my clients that a bad spouse does not automatically translate into a bad parent. In custody battles, I encourage my client to think as a parent and not as an aggrieved spouse so that they can allow better sense to prevail.

Ensuring That Clients Feel Empowered

Q5. From a CX perspective, lawyers today are also service providers. How do you ensure that clients feel heard, informed, and empowered throughout the legal process?

SM: Patience is the key for a matrimonial lawyer. A person going through a matrimonial dispute is extremely vulnerable and making them feel heard can do them a world of good. The idea is to listen to them, really understand what they need and why and then give them immense clarity about the legal process and what can be realistically expected from it. 

Once the client has clarity regarding the legal process and has realistic expectations, they will themselves have realistic expectations and can make informed decisions. Freedom from a toxic marriage or situation is empowerment in  itself.

Q6. In what ways has technology changed the way matrimonial lawyers engage with clients—especially during phases like documentation, mediation, or virtual hearings?

SM: In today’s society where most people have long working hours and gruelling commutes, modern technology allows virtual conferences between a lawyer and a client, thereby allowing communication without commuting and effective use of time. The same holds true for virtual hearing, thereby enabling effective time management and ease of communication. A person living out of India need not fly down for his/ her divorce, thereby ensuring ease of procedure.

Dialogues Around Equality and Justice

Q7. You’ve spoken at peace and women’s rights forums. How do global dialogues around equality and justice influence your practice within Indian family law?

SM: Keeping up with the global dialogues helps me widen my own ideas and beliefs about gender equality, division of labour, role of each spouse in a marriage, co-parenting etc. When my own sphere of ideas is expanded, it helps me pass it on to my client during our interactions, thereby widening his/ her belief system. A widened and developed mental make up enables the client to think outside of his or her own box of beliefs and entitlements, which in turn helps them to come up with new solutions to their problems. For example,  in the western world, prevalence of joint custody and co-parenting of children after separation is more common than we see here. However, knowing about the same helps me present my client with alternate solutions regarding their parenting situation.

Navigating Cultural Nuances Across Borders

Q8. As cases increasingly cross borders—both emotionally and geographically—how do you navigate cultural nuances when working with international clients?

SM: Cultures can be different but human emotions remain similar globally. The expression can be different but emotions are not. More often than not, at the bottom of an angry spouse lies an injured spouse, at the core of an aggrieved spouse lies an unheard spouse and at the bottom of a vindictive spouse lies a vulnerable spouse. A matrimonial lawyer can always choose to go beyond their traditional role and help the person see beyond these emotions and choose a practical approach rather than an idealistic one.

Q9. Finally, if empathy were institutionalized in law, what would the Indian legal system look like ten years from now?

SM: The question is not on institutionalising empathy but of internalising it. It has to begin from childhood, from early years in school to every stage of life. An empathetic child will grow to be an empathetic and fair professional. An empathetic lawyer will appreciate the humane side of law and will use his/ her legal skills to seek justice without the jargon, will be able to strike balance between law and justice and use law for fairplay and not for farce-play.

Legal CX Goes Beyond Client Service Metrics

In conversation with Adv. Shaili Muzoomdar, one truth quietly emerges: the law operates not only as a system but also tells a story—one that demands dignity in its telling. Her career shows that legal CX extends far beyond client service metrics. It takes shape in everyday acts of understanding, clear communication, and emotional safety—acts that turn adversarial spaces into collaborative ones.

Through her advocacy, education initiatives, and peace efforts, Shaili challenges traditional boundaries—redefining what it means to practice law ethically and empathetically. Her voice contributes to a growing movement that sees justice not only as judgment but as reconciliation. For CXQuest.com readers, her journey is both inspiring and instructive: a lesson in how empathy, when practiced consistently, becomes the highest form of professionalism.  

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