In this insightful episode of That Moment, host Helga Saraiva explores one of the most pressing questions facing professional services today: how do we preserve the human elements that clients truly value while embracing the efficiency that AI promises?
Meet Sharon Austin, Partner at PKF Francis Clark, whose 30-year journey in accountancy has given her a unique perspective on what really matters when technology transforms everything around us. Sharon brings both the wisdom of experience and the curiosity needed to navigate an industry in flux.
When Sharon realized that leadership wasn't just about technical excellence but about understanding people, her approach to both clients and teams fundamentally shifted. Her breakthrough came from recognizing that the human side was missing from traditional professional services delivery, and that genuine connection creates lasting value that no algorithm can replicate.
Sharon combines decades of client relationship expertise with a refreshingly honest take on the future of work. From building trust through difficult times to mentoring the next generation in a hybrid world, she reveals how firms can maintain their humanity while leveraging technology for growth.
This episode tackles the reality facing every professional services firm: when AI can deliver technical information faster than humans, what becomes our true competitive advantage?
The Human-First Professional Services Framework:
Trust Through Adversity: Why the strongest client relationships are forged during difficult moments, not perfect deliveries
Reading Beyond Words: How human advisors excel at interpreting the 93% of communication that isn't verbal
The Question Behind the Question: Why asking what clients really need matters more than answering what they literally ask
Relationship vs Transaction: Building long-term partnerships that transcend individual projects
Presence-Based Mentoring: Why early-career development requires in-person experience before remote flexibility
In revealing conversations, Sharon shares how she's built decades-long client relationships, why trust can't be rushed, and how the next generation of professionals can develop the judgment that makes human advisors irreplaceable.
About Supo:
Supo provides people-first intelligence software for professional services firms, helping businesses maximize profit and motivate their people through powerful, AI-enabled business intelligence dashboards. By connecting over 500+ platforms and providing real-time data analysis, Supo helps firms make better data-driven decisions about their profit, projects, and people.
For more information about Supo: www.supo.co.uk
About Sharon Austin:
Sharon Austin is a Partner at PKF Francis Clark, bringing over 30 years of experience in building client relationships and developing talent in the accountancy profession. Sharon specializes in audit and assurance while focusing on the human elements that create lasting value in professional services. She's passionate about developing the next generation of professionals and helping firms navigate the balance between technological efficiency and human connection.
For more information about PKF Francis Clark: www.pkf-francisclark.co.uk