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In this episode, I break down how accounting firms should actually think about communication, from whether phones still matter to how to structure client expectations and response times. I walk through why most firms get overwhelmed by making the wrong people too accessible, and how to design a communication system that protects focus while still delivering a high-touch client experience. I dig into what happens when someone replaces their CPA with an AI agent, what that signals about where things are heading, and how firms should respond. I also cover how to prepare your systems for AI, what actually makes software “agent-ready,” and how AI may or may not change when you should start your own firm.

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// Chapters:
00:00 - Why communication breaks firms
03:20 - Who should talk to clients
07:30 - Designing a scalable communication system
16:00 - Why accessibility is the real problem
20:30 - What happens when AI replaces your CPA
25:00 - AI agents vs assistants
30:40 - Why APIs matter more than tools
37:20 - Sponsor break
41:20 - Where current systems fail
46:30 - Where AI is actually going
49:40 - Closing thoughts

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