Latest news with #Moneypenny
Business News Wales
6 days ago
- Business
- Business News Wales
Moneypenny Launches Dedicated Hospitality Team as Sector Adapts to Economic Pressures
Customer conversations provider Moneypenny has launched a dedicated hospitality team in response to rising demand from pubs, restaurants, and hotels looking to operate more efficiently amid soaring costs and National Insurance hikes. As hospitality venues across the UK face mounting financial pressures, many are turning to outsourcing to streamline operations, reduce staffing burdens, and improve service without increasing overheads, the firm said. Wrexham-based Moneypenny has seen a 26 %increase in hospitality enquiries over the past 12 months, prompting the creation of a specialised team trained to handle the needs of the sector. The National Insurance rise is one of many cost pressures forcing businesses to think how they operate. 'Outsourcing our calls to Moneypenny allows us to focus on growth without having to invest heavily in more staff – especially if they're only needed to meet seasonality demands,' said Ryan Davies Director from Llanerch Vineyard Hotel. The new hospitality team provides 24/7 phone answering, live chat, online bookings and customer service support, enabling venues to offer a seamless experience even during busy periods without having to stretch in-house teams. 'We're proud to be supporting the hospitality sector during such a pivotal time,' said Jesper With-Fogstrup, Group CEO of Moneypenny. 'This new team is a direct response to what we're seeing across the industry: businesses wanting to innovate, protect jobs, and keep delivering brilliant service without burning out their people on non-core tasks.'
Forbes
17-07-2025
- Business
- Forbes
Finance Has A Voice: Why CFOs Belong At The Brand Table
Andrew Collis is Chief Financial Officer at Moneypenny, a seasoned CFO who is passionate about people and technology. The expectations placed on business have changed dramatically. Authenticity, trust and transparency are expected and not optional. And with that shift comes a new challenge and opportunity for chief financial officers (CFOs): to step beyond traditional finance roles and actively help shape the identity and reputation of their organizations. The days of finance being confined to spreadsheets and quarterly forecasts are over. Today, CFOs need a seat at the brand table, not just to sign off on marketing budgets but to ensure that the financial decisions that are made across the business reflect and reinforce the company's values, vision and public promises. As leaders, we know that brand is more than marketing. It's the lived reality of how a business operates, and that includes how it allocates resources, invests in people, supports sustainability and communicates risk. As a CFO, I see the financial decisions we make as external signal markers of our identity, integrity and intent. Historically, brand was the domain of marketing and communications, the territory of logos, tone of voice and campaign messaging. But the world has changed. Today's clients, consumers and employees are deeply values-driven. They're scrutinizing every element of how businesses behave, and that includes how and where they spend their money. Take sustainability as an example. It's not enough for companies to make vague pledges or plant a tree here and there. People want to see meaningful, measurable investment. At my company, our headquarters in Wrexham were built with sustainability in mind. From solar panels to rainwater harvesting systems and EV chargers, the physical footprint of our business reflects our values. But none of that would have happened without financial leadership actively championing long-term value over short-term cost savings. Or consider the growing emphasis on employee well-being. It's easy to talk about being a people-first business, but real credibility comes when that claim is backed by financial commitment. We've invested in a world-class working environment including an on-site pub, treehouse meeting rooms and dedicated well-being spaces. This is because we believe that not only is it the right thing to do but also that happy people do better work. That belief is now part of our employer brand, attracting top people and increasing retention. Once again, finance and listening to what our people wanted in their office (our founders asked every member of the team what they would like in the office and put this into the blueprint) played a key role in turning a value into a tangible reality. Financial transparency builds trust. As companies come under increasing pressure to prove that they're doing the right thing environmentally, socially and ethically, the finance function becomes a cornerstone of brand trust. Financial transparency isn't just a regulatory requirement. It's a reputational necessity. Investors and stakeholders want to see alignment between what a business says and what it does. If you claim to care about diversity, does your recruitment and leadership support that? Ultimately, it's about putting your money where your mission is—and that starts with clear, consistent reporting. This is particularly vital when it comes to environmental, social and governance (ESG) metrics. Too many businesses still treat ESG as a bolt-on, reporting it in a separate document that never quite ties back to the core strategy. But ESG is financial and the right thing to do for our employees, customers and the environment. Whether it's the cost of carbon-saving initiatives, the return on investment (ROI) of mental health programs, organizing blood donation banks in partnership with local hospitals or the risks associated with supply chain ethics, these commitments all show up in the numbers, and they shape brand perception. Move from scorekeeper to strategic storyteller. The CFO of the past was the gatekeeper, focused on managing cost, controlling risk and ensuring compliance. But today's CFO must be a storyteller too—not in the sense of crafting slogans, but in helping to shape the narrative of the business through smart, strategic financial decisions. That means collaborating closely with marketing, operations, your people and across the whole business. It also means embracing a more proactive role in brand strategy, asking: 'Does this investment reflect who we are?' or 'Will this initiative reinforce the trust we've built with our stakeholders?' This shift is happening across industries, as businesses increasingly recognize that how they spend, invest and report is just as important as what they say. Decisions around sustainability, well-being, innovation or community support all carry a brand message, and the CFO plays a crucial role in ensuring that message is consistent, credible and financially sound. The CFO's responsibility is not just to approve budgets but to help shape the financial narrative that sits behind every major initiative. It's about ensuring capital is allocated in a way that supports long-term value creation while aligning with the expectations of investors, communities and employees alike. The brand table is expanding. Business is becoming more interconnected, and so are business functions. The brand table is where real decisions are made about the future of the company, and finance must be part of that conversation. As CFOs, we bring a unique perspective: We understand trade-offs, we forecast risk, and we drive accountability. But we also have a responsibility to ensure that the financial engine of the business is fueling a brand that people believe in: a brand that's credible, consistent and capable of earning long-term trust. It's not about changing the fundamentals of the CFO role but about recognizing its wider influence and using that to support a consistent, credible brand. The information provided here is not investment, tax or financial advice. You should consult with a licensed professional for advice concerning your specific situation. Forbes Finance Council is an invitation-only organization for executives in successful accounting, financial planning and wealth management firms. Do I qualify?
Leader Live
03-07-2025
- Business
- Leader Live
Young people share ideas to shape the future of Wrexham
Their ideas are part of a £20 million plan to revitalise the city through the UK Government's Long-Term Plan for Towns programme. So far, more than 3,600 suggestions have been gathered through public consultations led by the Wrexham City Board, which is chaired by Rachel Clacher CBE, founder of Moneypenny. Ms Clacher said: "We've been inspired by the energy, creativity and hope that people have brought to the process. "This work is just the beginning. "As we develop our long-term plan, we are committed to deepening our listening, involving even more voices, and building a plan that truly reflects our community – while putting the needs of future generations at its core. "As a board we want to make sure that everything we do is informed by the young people of Wrexham. "The Just One Thing project gave us a loud and clear message that there are key areas that matter to our young people. "They want the city centre to feel safer for everyone, they want to see improved transport links, and they want more to do in the city centre. "Thanks to our consultations the board now has a clear direction of travel on how to spend the £20 million funding." She added: "We want to create a long-term meaningful and sustainable legacy which has been shaped by young people in the city – a vision by the people for the people of the city. "The board is representative of the city, and for them to hear the voices of our youngsters is very powerful. "We are all really excited about how this is building around everything else amazing that is happening in Wrexham." Round table discussion - pupils of Victoria County Primary School with Wrexham City Board Chair Rachel Clacher MBE, Headteacher Debbie Eccles and Natalie Edwards from the Civic Mission at Wrexham University (Image: Steve Rawlins) The board's Just One Thing consultation asked residents to share ideas for improving the city. More than 1,500 people took part, including people from more than 35 schools and community groups. At Victoria CP School, Year 6 pupils discussed ideas around parking, tourism, shopping and youth activities. Headteacher Debbie Eccles told the pupils: "Your voice matters." She said: "This project is an authentic experience for the children to have their voices heard. "They have some fantastic ideas and it is important that these form part of plans for Wrexham's future. "We are thrilled to be involved and for our children to have the opportunity to influence the future of Wrexham. "They have all been so excited and have a range of views not just on things like local attractions and shopping, but a lot are worried about issues such as homelessness and healthcare provision which has been really eye-opening. "Their suggestions are heartfelt and it's clear that the city's children can see areas where it is struggling." One pupil, Sophie, said she felt 'proud' to have the chance to have her voice heard. The 11-year-old said: "I feel really privileged to be involved and have a say on our community. "It has also been a great opportunity to meet people from different walks of life in Wrexham. 'I think we need more homeless shelters in the city centre to give those who are struggling a better chance of getting help and work. "It makes me sad seeing people suffer, and more shelters could help stop people having to live on the streets. It could make a lot of people a lot happier. 'I love theatre and I have known since the age of three that I want to be an actress and there are some great opportunities for me here. "But I think more sports halls and wellbeing centres could be beneficial for other youngsters.' READ MORE: Flint school narrowly misses out on becoming Great Britain champions The responses were analysed by Wrexham University and grouped into key themes. Natalie Edwards from Wrexham University's Civic Mission said: "Initially, we asked children to put their ideas on postcards to send back to us. "We had an amazing response with over 3,000 lines of ideas. "The influence of our young people is so important; engagement with young people is truthful, heartfelt and completely authentic. "Children are very empathetic and have real concern for others and want to help those who are struggling. "I have been really impressed with their maturity. "It is young people who can help give us the answers we need."
Miami Herald
02-07-2025
- Business
- Miami Herald
As companies embrace AI, these leaders offer tips to make it better
In 2025, it seems like just about everyone is talking about artificial intelligence and its myriad potential uses. "I have never seen any buzzword so quickly adopted," said Leila Rao, founder of Decatur, Georgia-based organizational change consultancy AgileXtended. Rao helps guide companies through a variety of organizational changes, including navigating AI. Increasingly, Georgia businesses are using AI to simplify and streamline various tasks, such as scheduling, copywriting, directing phone calls and more. In their first survey on the topic, Duluth-based Moneypenny, a phone answering and customer contact service, found that 64% of companies are now either using or considering using AI as of May to "drive efficiency, enhance decision-making and supercharge growth." Additionally, 25% of companies said they are "fully embracing" AI, though that definition was left up to the interpretation of survey respondents. But is AI actually helping workers out as much as advertised? Rao and a top executive from Moneypennysay that the current trend may be falling short of ideal, but improvement is within reach. What's the draw? Forms of AI have been used for years in many workplaces for data analytics, sales and other practices. But generative AI, powerful tools such as ChatGPT that can create original content, sounds, software code and assist in things like scientific research, has thrust AI into mainstream use. One of the unique - and attractive - things about AI as a tool is its variability, according to Rao. "With these new tools, there is no standardization because they are, almost by definition, interactive," Rao said. Countless users have also been enticed by the speed of AI - both the speed with which it can complete tasks and with which new versions and capabilities are developed. This has been reflected in the quickly-developing pervasiveness of AI in business, according to Moneypenny North America CEO Richard Culberson. Outsourcing tedium to machines Some of the top areas where it's being adopted are marketing, content creation and analytics, Moneypenny found. According to Culberson, many of the tasks AI is being used for are under the umbrella of customer interactions. The most cited benefits of embracing AI in business included cost and time savings, productivity efficiencies and better decision-making. "The business is interested, I think, mostly in how AI can fix some of the fundamental friction or drag in organizations," Rao said. Certain complex tasks are typically better left to human workers, or at having their involvement, both Rao and Culberson agreed. But Rao noted that complexity can be deceptive. Scheduling is typically done at a low level of anorganization, but can be complex in practice because of many moving parts, she noted. Culbersonsaid he favors methods that rely on human-AI collaboration to complete tasks. He cited copywriting, whether that be a human writing something for the AI to polish or vice versa, as an example of a good hybrid use. Is it actually helping? While manycompanies are diving into the world of AI and companies are making huge investments in expanding capabilities, the question remains whether these implementations are actually showing benefits or are just something for C-suite executives to flaunt. "Everybody's saying AI can give you more efficiency … the problem is, that's not translating for the recipient," Rao said. According to Rao, while higher-ups may be excited about their company's AI models, the actual workers on the ground aren't experiencing much growth or otherwise seeing significant benefits from the implementation of these systems. "More often than not, what I am seeing is the people who rave about AI outcomes are not connected to the work itself," Rao said. She isn't hating on AI as a whole though. On the contrary, she loves it - when it's used to its strengths. "I rely on AI more than I ever thought I would," she said. "But it's not a replacement for my people." The problem is, according to Rao, that many companies are failing to take the people into consideration. "There's not enough shared understanding, between AI and the people who do the work, to make meaning happen," Rao said. Part of the disconnect is emotional, Rao says; the increasing use of and conversation around AI is triggering fear among workers that they'll be replaced or deprioritized. In part, these fears are stoked by miscommunications from higher-ups failing to have a two-way conversation with these workers. Additionally, there tends to be a gap in understanding between what executives and decision-makers think and hear, versus what it's actually like doing the work on the ground, which can lead to misguided assumptions. "Despite their best efforts, leaders tend to talk to other leaders more often than they talk to and listen to their staff," Rao said. Moneypenny found that 50% of companies surveyed say they need better guidance on how to effectively implement AI, something both Rao and Culberson's companies are working to provide. These companies need help understanding how to blend "the empathy and the depth from a human perspective, as well as the technical competencies and efficiency and cost savings you get from AI," Culberson said. Part of the problem is where the AI is actually being implemented within organizations. "Very few people in business are looking across all of their departments and seeing how it can be leveraged in the right way," Culberson said. Addressing key concerns According to Moneypenny's findings, the three biggest concerns around AI are job loss, data security and customer dissatisfaction. To deal with the first problem, Moneypenny promotes a "human-centric" approach. Rao also encourages actually making AI use and development a process involving collaboration across the entire organization. "It has to be an iterative process that feels very much like a conversation," Rao said. She urges companies to have conversations - and lots of them - with people who haven't been represented in the rooms where decisions are made. As part of the process, she suggests focusing on training AI as a coach or assistant, rather than a tool to actually complete tasks - similar to Culberson's hybrid approach. Both agreed that AI should support - not replace - workers. "People who will win in the use of AI will start to elevate their own people and not eliminate their people with it," Culberson said. Having "good, productive conversations" and learning with clients are also vital for assuaging customer concerns, according to Culberson. "People want to know they're being taken care of," he said. This is an area that may see a lot of growth and advancement over the next 12-18 months. Copyright (C) 2025, Tribune Content Agency, LLC. Portions copyrighted by the respective providers.
Business News Wales
21-06-2025
- General
- Business News Wales
WeMindTheGap Celebrates a Decade of Supporting Young People
Patron Sir John Timpson WeMindTheGap, a charity dedicated to supporting underserved young people in North Wales and the North West of England, has marked its 10-year anniversary with a special event at Tŷ Pawb in Wrexham. The celebration brought together current and former participants, trustees, funders, community leaders and supporters, honouring a decade of positive impact on young people who are not in employment, education, or training. Since its founding in 2014, WeMindTheGap has grown from supporting eight young women in its first year to now working with over 160 young people each week across the North West of England and North Wales. The charity, founded by Rachel Clacher and supported by Diane Aplin, offers a range of tailored programmes focused on life skills, coaching, emotional support and work readiness, all designed to help young people build confidence, independence, and brighter futures. Founder Rachel Clacher, co-founder of Moneypenny, reflected on the organisation's journey, saying: 'Diane and I started with one simple question—what could happen if young people who hadn't had the same chances as others were surrounded by love, care, and opportunity? Ten years later, we're seeing the answers every day.' The evening featured reflections from young people, known as 'Gappies', who shared personal stories of resilience, growth, and transformation—highlighting the long-term impact of the charity's wraparound support. Karen Campbell-Williams, Chair of Trustees, said: 'From supporting eight young people a year to walking alongside over 160 each week, the growth of WeMindTheGap reflects the scale of the need and the power of our model. We're proud of what we've achieved, but we know there is much more to do.' As part of its anniversary, the charity announced two new initiatives aimed at deepening its reach and accessibility: Discovery City: a gamified, digital platform co-created with young people, offering 24/7 access to personal development and life skills content. The Power of 10,000: a campaign to create 10,000 meaningful connections—personal and professional—for young people lacking the networks that often lead to opportunity. Ali Wheeler, CEO of WeMindTheGap, said: 'These initiatives reflect our commitment to meeting young people where they are—online, in their communities, and through sustained relationships. By creating meaningful pathways into work, education and independence, we're helping to build futures full of possibility.' Sir John Timpson, Patron of the charity, added: 'WeMindTheGap started as a brave idea. A decade later, it's a proven model that transforms lives through opportunity and care. I'm proud to see the charity's impact growing year after year.'
