Enhancing Client Experience Through Operational Excellence

In an increasingly competitive accountancy landscape, client experience is no longer driven solely by technical expertise – it’s shaped by how efficiently and consistently firms operate behind the scenes.

In this insight-led webinar, IRIS and Dext will share what hundreds of accountancy firms have told us about how they really work, based on real operational data and in-depth discovery conversations with firms across the UK. These insights reveal the operational challenges holding firms back – from fragmented processes and manual workarounds to limited visibility and scalability – and the direct impact this has on client experience and sustainable growth.

Joined by Paul Lodder, VP Accounting Product Strategy at Dext, and Eva Mrazikova, Senior Product Marketing Director at IRIS, the discussion will explore what Operational Excellence looks like in practice for modern accountancy firms. The session will focus on how firms can streamline operations, improve consistency, and create capacity – not just to work more efficiently, but to deliver a better, more proactive experience for clients.

Attendees will leave with practical guidance on:

• The operational patterns and pain points most commonly seen across UK accountancy firms
• How operational inefficiencies directly affect client satisfaction, retention and growth
• What Operational Excellence means in an accountancy context — beyond buzzwords
• The practical steps firms can take to improve processes, visibility and collaboration
• How better operations enable better client conversations and long-term value

This session is ideal for firm owners, partners and operational leaders looking to improve client experience, scale sustainably, and build a more resilient practice.