If your SaaS or tech implementation feels broken, it might not be the tools – maybe it’s your processes.In this episode of Counting on Change, I’m joined by Bethanie Hawkins – digital transformation consultant and accounting tech ninja – to unpack why so many firms fail at change initiatives, and what to do differently.✅ We explore: • Why workflow mapping is your step zero in digital transformation • Common red flags in accountants processes • How to get internal buy-in (without the usual drama) • When *not* to replace your systems • The real cost of untrained staff and verbal processesThis one’s especially useful for:👉 Accountants and bookkeepers who're trying to do new and interesting things in their practices👉 Customer success and onboarding leaders looking to reduce time-to-value👉 Sales leaders who want to empathise with post-sale tech implementation👉 Anyone trying to drive real change in SaaS without chasing shiny objects🔗 Connect with Bethanie: LinkedIn🔔 Subscribe for weekly episodes on SaaS onboarding, tech strategy, and client success.00:00 Coming Up01:27 Bethany Hawkins: Background and Experience02:18 Key Characteristics of Successful Firms03:15 The Role of a Change Champion05:03 Planning and Logistics of Change06:04 The Value of Process Mapping08:44 Common Pitfalls and Solutions15:22 Managing Change Effectively17:18 Identifying Red Flags and Initial Steps19:45 Challenges in Large Firms23:23 Building a Strong Business Case25:35 Conclusion and Final Thoughts

Could Dubai leapfrog the UK when it comes to B2B SaaS tech adoption in accounting? In this episode, we dive into what’s really happening on the ground in the UAE, with a focus on accounting firms, cloud migration, AI-driven automation and the evolving role of vendors.We’re joined by Ayman Kaouri—former Xero EMEA strategy lead and now driving change at Scope—who shares insights on the rise of Dubai as a hotspot for accounting SaaS, how local legislation like VAT, corporate tax and upcoming e-invoicing is pushing tech forward, and what UK firms can learn (or fear?) from the UAE’s breakneck pace.💡 Topics we cover: • B2B SaaS tech adoption: UK vs UAE • Dubai’s accounting tech scene post-VAT & corporate tax • AI, automation and the role of change agents in SaaS adoption • How tech conferences (or lack of them) impact awareness • Why some Dubai firms may soon compete in the UK • Vendor blind spots and opportunities in the Middle East00:00 Ayman Kaouri - The Dubai Crossover01:55 Personal Journey in the Accounting Tech Space03:48 Overcoming Resistance to Change in Accounting06:54 Dubai vs. UK: Tech Adoption in Accounting11:15 The Role of AI and Emerging Technologies16:29 The Future of Accounting Tech in Dubai29:42 Conclusion and Final Thoughts🎙️ Perfect for:SaaS vendors, accountants, tech consultants, and anyone watching the global shift in B2B accounting tech.🔗 Learn more about Scope and Accounting Refiguredhttps://scopecloudsolutions.com/https://refigured.tech/📬 Connect with Ayman on LinkedIn – he’s open to chathttps://www.linkedin.com/in/ayman-kaouri/This podcast is produced and edited by Nomad Videohttps://nomadvideo.co.uk/#saas #accountingtech #dubaitech #b2bsaas #uae #cloudaccounting #techadoption #fintech #xero #dext #accountingtransformation

Customer Success & Digital Transformation in Accounting

What does good look like when it comes to implementing SaaS tools in an accounting firm? This week, I’m joined by Aleisha Hales (ex-Xero, now at Silverfin) to talk about the messy, human reality of accounting tech success – and how vendors and firms can both do better.

We dig into:

– Why enablement matters in SaaS customer success

– The red flags of self-implementation gone wrong

– How accountants can push back and ask more from vendors

– What the chain of change looks like in practice

– And how to build a culture that’s actually ready for digital transformation

If you’re in an accounting practice wrestling with change – or a SaaS vendor selling into the space – this one’s essential listening.

00:00 Coming Up

00:46 Customer Success in Digital Transformation

01:29 Aleisha Hales' Professional Background

02:49 Navigating Change Management in Accounting

05:40 Common Pitfalls in Software Implementation

09:22 Balancing Vendor and Firm Responsibilities

14:44 Strategies for Effective Change Management

21:27 The Chain of Change in Sales

22:03 Non-Negotiables for Industry Standards

22:30 Understanding Customer Success

24:19 Balancing Sales Aggression and Customer Needs

25:03 The Importance of Intentional Projects

25:51 Risk and Change in the Accounting Industry

28:31 Customising Business Reviews

31:12 Continuous Customer-Vendor Relationship

37:27 Final Thoughts and Fun Questions

🎧 Subscribe for more on accountant digital transformation, SaaS customer success, and what it takes to get accounting tech projects over the line.

Turning a challenge into a service line - how accountancy firms can take their digital transformation lessons and turn them into new service lines - and why this might be more crucial than you think.Ryan Pearcy shares his journey from a small firm to leading digital transformation teams, discussing the major hurdles firms face, the importance of AI, and the shift from compliance to assurance. The conversation covers the need for a strategic approach, the critical role of communities and collaboration, and the intrinsic link between internal and external digital initiatives. Learn what steps firms can take to stay ahead and why digital transformation is set to become the cornerstone of future success in accounting.00:00 Introduction to Digital Transformation00:02 Challenges in Implementing AI and Digital Transformation00:40 The Evolution of Compliance in Accounting00:58 Career Journey and Building Digital Transformation Departments03:47 The Art of Digital Transformation05:06 Balancing Risk and Growth in Digital Services07:49 The Future of AI in Accounting12:33 Steps for Firms to Embrace Digital Transformation20:38 The Importance of Collaboration and Niching24:27 Practical Steps to Start Digital Transformation26:15 Conclusion and Final Thoughts

In this captivating episode, Billie Mcloughlin, an ACCA qualified accountant, looks into the explosive growth of artificial intelligence and its transformative impact on the accounting profession.

With 16 years of experience, Billie shares insights on how AI models are evolving at unprecedented rates, predicting that 90% of Google's code will be written by AI within the next year. She discusses the current state and future implications of AI in professional services, revealing how firms can stay ahead of the curve and mitigate potential threats.

Billie also emphasises the importance of a mindset shift and intentional action to harness AI's benefits effectively. Tune in to discover practical advice, the challenges and opportunities AI presents, and why missing the AI train now could leave you stranded.

00:00 Introduction to the AI Revolution

00:59 Meet Billie McLaughlin

01:41 The Rise of AI in Accounting

03:52 AI's Impact on Work Hours and Job Security

05:32 Training and Adapting to AI

06:33 The Future of Compliance and Advisory Services

08:36 Getting Ahead with AI: Practical Steps

11:52 The Rapid Evolution of AI

15:58 Cutting-Edge AI Applications in Firms

19:58 The Importance of Starting Early with AI

22:46 Career Opportunities and Specialisation in AI

27:16 Final Thoughts and Connecting with Billie

Counting on Change is the place to learn about how to embrace change and digital transformation in the accounting tech space.

This episode I'm speaking to Andy Collings, who has a strong background in getting tech into large and enterprise-level practices and businesses, and is currently driving rapid growth at Active Workpapers, where he's trying to disrupt one of the few very few processes in accounting firms that has largely remain untouched over the last three decades.

Join us as Stephen shares his experiences and lessons (sometimes painful ones) of dealing with Vendors. 

Stephen and his firm Valued Accountancy are bone-fide early adopters - with a ‘fastest growing partner’ award at Xero’s first UK Xerocon in 2012 as proof. They’ve dealt with all manner of vendors and account managers from the best in the business to… well, not the best.

We discuss the importance of resisting that tempting urge to mass-apply solutions and how crucial clear communication with your team and vendors is. 

00:00 Coming Up…

01:03 This week - Stephen Paul

02:58 Defining a vision for the firm

05:53 Getting the team behind the vision 

09:00 Red flags with Vendors

13:43 Trust and honesty

19:43 How to manage your account manager

25:03 Being upfront with vendors

29:03 Top advice to young account managers

34:19 Who would play you in a film?

This episode - The Podfather Part 2.

Phil Hobden returns to share what's changed (and what hasn't) in the accounting tech space in the last 18 months.

Crucially, we discuss who will helped - and who will be hindered - by the coming wave of AI tools.

Should you be pushing on with AI tools, or would you be better served by working on your strategy or foundational tech?

Listen in to find out!

This podcast is powered by Nomad Video.

This episode - Darren Glanville

Darren was one of the very first people to start selling saas accounting software to clients. Since then he’s influenced a generation of tech-focused accounting and bookkeeping firms, countless account managers and has led successful sales teams in a number of roles.

Darren’s advice will be invaluable to saas account mangers, sales leaders - but also to accounting firms who engage with account managers. His advice will help set the bar for what should be expected from an account manager.

We cover:

🔸 Changes in over a decade of saas implementation

🔸 How to be a great account manager

🔸 Lessons that firms can learn

🔸 Selling beyond goods and services

As Head of Sales at Xero UK, Ian Phillips has direct and indirect access to thousands of accounting and bookkeeping firms, so he knows a thing or two about tech adoption. 

Ian is an incredibly thoughtful and observant guy, who absorbs data, combines it with his own anecdotal experience and grounded common sense - and churns out incredible insights.

So who better to sit down and discuss the hard data on UK accounting tech adoption.

We discuss:

🔸 Xero’s 2023 accounting and bookkeeping industry insights report

🔸 How mid and large firms are out-performing small and micro firms on adoption

🔸 Insights that challenge our understanding of tech adoption - built on a combined 20+ years experience in accounting tech

🔸 The experience that new entrants to the accounting profession are (sometimes) getting

Find Ian here:

https://www.linkedin.com/in/ian-phillips-303288b/

https://twitter.com/Ipips101

Find the report here:

https://www.xero.com/content/dam/xero/pdfs/accounting-and-bookkeeping-industry-performance-report-2023.pdf