Leadership, Customer Experience and the Future of Technology with Adriana Cavallo
- E8
- 1:06:51
- July 22nd 2026
In this episode of Behind the Books, we’re joined by Adriana Cavallo, General Manager of Customer Experience at BGL Corporate Solutions.
This conversation is all about customer experience, leadership, technology, and why Bookkeepers should never underestimate the value they bring to their clients.
Adriana shares her journey from accounting graduate to leading customer experience across a global software company, and how BGL has grown from a desktop software provider into a global platform supporting thousands of businesses across multiple countries.
We also dive into the changing role of Bookkeepers, the impact of AI and automation, and why creating exceptional client experiences is becoming one of the biggest opportunities for businesses in the profession.
This episode covers:
- Adriana’s 13-year journey through 10 different roles at BGL
- How customer experience has evolved from a "nice to have" to a business priority
- Why great leaders create safe spaces for people to learn and grow
- Overcoming imposter syndrome and building confidence in leadership
- The importance of systems, processes, and continuous improvement
- How AI and automation are changing bookkeeping and compliance work
- Why Bookkeepers need to evolve beyond data entry and compliance tasks
- The role technology plays in creating better client experiences
- The power of community, connection, and industry relationships
- Practical advice for building a sustainable and future-focused bookkeeping business
If you've ever wondered how to create a better experience for your clients, how technology is reshaping the profession, or what successful businesses are doing differently, this episode is packed with practical insights and valuable takeaways.
🎧 Listen now and discover why customer experience may be one of the most important investments you can make in your bookkeeping business.
Behind the Books
Behind the Books is where real bookkeeping meets real life.
Hosted by Kenn + Sandi from NZQBA, this podcast goes beyond the numbers to talk about what it actually takes to run and grow a bookkeeping business in New Zealand. From tricky client conversations and pricing challenges to systems, boundaries, and everything in between — nothing is off the table.
We share honest insights, practical tips, and the kind of conversations Bookkeepers are already having behind the scenes.
If you’ve ever felt overwhelmed, underpaid, or unsure what the “right” way is — you’re not alone.
This is your space to learn, feel supported, and build a business that works for you.
NZQBA – Supporting Bookkeepers, Building Community.