Challenge: Bridging expertise and client understanding in the AI era
Even with a strong advisory foundation, Papin CPA faced a critical challenge: bridging the gap between technical expertise and client understanding, especially in an era where AI-generated content often gives clients a false sense of confidence. As Chris Papin explained, “There’s a lot of noise in our industry … and we get a lot of questions from clients that are sometimes misplaced.”
Internally, the firm also strived for consistency. While their workflows were well-developed, there was no guarantee that every team member would follow the same steps or deliver the same quality of insight. Junior staff, in particular, lacked the confidence to step into advisory roles, often unsure of how to translate complex tax concepts into client-friendly language.
The result was a bottleneck in scaling advisory services and a missed opportunity to fully leverage the team’s collective potential. Without a reliable framework to validate expertise and empower all staff members, Papin CPA risked limiting their growth and impact.
