Coffee Break PD

This multi-part series, developed from the work of John McAlister and Shelley Thomson and presented through ThinkTWENTY20, explores how the real disruption in the accounting profession stems from evolving client expectations—not technology alone. As clients become more informed and demand personalized, value-added services, accounting organizations must shift from traditional compliance models to client-centred approaches. The series outlines six stages of client-centred maturity, providing a roadmap for firms to adapt their culture, systems, and services. With a focus on journey mapping, digital integration, and empowered teams, it offers clear strategies to help organizations stay relevant, competitive, and aligned with the needs of today’s clients.