The Customer Wins

Colleen Bowler is the Co-founder of C&J Innovations, a firm that provides tools and assessments to help financial advisors build deeper, life-centered relationships with clients beyond just the numbers. She is the Co-creator of The Passport Package, a mindset-based assessment system bridging the human and financial sides of planning. As a Certified Financial Planner with nearly 30 years of experience, Colleen previously built a top-one-percent advisory firm managing over $500 million in assets and completed a succession plan in 2020. Outside of her business ventures, she has co-authored a book and remains committed to mentorship, generosity, and helping others achieve balance in business and life. In this episode… Many financial advisors excel at the technical side of planning but struggle to deeply understand what clients truly value. Traditional discovery meetings can feel clinical, rushed, or incomplete, leaving advisors without the human insights needed to build stronger relationships. How can advisors uncover what matters most to clients in a fast, scalable, and meaningful way? Colleen Bowler, an expert in mindset-based financial planning and client engagement, explains how helping clients reflect on their own readiness, wellness, longevity, and partnership mindsets leads to richer conversations and deeper trust. She illustrates how five-minute assessments give advisors immediate clarity on client priorities, reduce meeting time spent on basic data gathering, and spark constructive dialogue that might not happen otherwise. Colleen encourages advisors to use these insights to celebrate client progress, strengthen household communication, and shift from purely financial conversations to holistic guidance. In this episode of The Customer Wins, Richard Walker interviews Colleen Bowler, Co-founder of C&J Innovations, about using mindset assessments to humanize financial planning. Colleen also discusses improving advisor–client conversations, uncovering emotional patterns around money, and using AI to free up time for a deeper connection.

Josh DeTar is the EVP of Evangelism at Tyfone, Inc., a company that builds omnichannel digital banking and payments solutions for credit unions and community banks. He champions the use of technology to empower financial institutions to deepen member relationships and deliver seamless digital experiences. Josh's personal credit union journey inspired his advocacy, having experienced the impact of community financial services firsthand before transitioning to the fintech industry. In this episode… Many financial institutions promise personalized service, yet customers often feel disconnected when outdated digital tools undermine that experience. Community banks and credit unions, despite strong relationship-driven missions, struggle to compete with the speed and polish of big-bank technology. How can smaller institutions overcome technical gaps while staying true to their human-centered values? Josh DeTar, an expert in digital banking strategy and customer experience, explains how community institutions can bridge this divide through transparency, empathy, and deliberate relationship-building. He emphasizes the importance of listening closely to customer needs, building only what adds real value, and maintaining open communication — especially when mistakes occur. Josh's approach encourages leaders to sit on the same side of the table with customers, foster trust early in the relationship, and create internal cultures where honesty and accountability thrive. In this episode of The Customer Wins, Richard Walker interviews Josh DeTar, EVP of Evangelism at Tyfone, about elevating digital experiences for community financial institutions. Josh discusses the power of transparency, the role of culture in customer success, and why "breaking bread" — literally — helps strengthen relationships. He also explores long sales cycles, building features that matter, and leading with humility.

Brian Portnoy is the Founder of Shaping Wealth, a company that delivers human-first, applied behavioral-finance learning and engagement for financial advisors, corporations, and educational institutions. A CFA charterholder with a PhD from the University of Chicago, Brian has over two decades of experience in hedge-fund and mutual-fund investing. He now focuses on helping people make better money decisions and align finance with a meaningful life. Brian is also the best-selling author of The Geometry of Wealth and The Investor's Paradox. In this episode… Financial advisors excel at technical guidance but struggle with the deeper human challenges their clients face. Money triggers stress, fear, and uncertainty, yet most advisors aren't trained to navigate those emotional dynamics. How can advisors improve their conversations, build trust, and truly guide clients toward better financial decisions? Brian Portnoy, an expert in behavioral finance and the psychology of money, explains how advisors can strengthen their emotional intelligence, clarify their own money stories, and adopt a human-first mindset. Highlighting the value of skills such as self-awareness, empathy, and better listening, Brian emphasizes practical tools for improving client conversations across prospecting, discovery, onboarding, and reviews. He also shares the importance of well-being science and how understanding happiness and purpose can meaningfully reshape financial guidance. In this episode of The Customer Wins, Richard Walker interviews Brian Portnoy, Founder of Shaping Wealth, about human-centered financial advice. Brian discusses the psychology of money, improving client conversations, and the role of emotional intelligence. He also explores advisor wellbeing, communication strategies, and the impact of AI-powered coaching tools.

Diana Cabrices is the Founder and Fractional Chief Evangelist of Diana Cabrices Consulting, a growth-focused firm that energizes B2B wealthtech and financial services brands by amplifying their stories and building emotional connection with financial advisors. She has a track record of driving significant revenue growth, having helped a martech platform grow its recurring revenue by 10x in three years. Diana partners with CEOs and leadership teams to serve as their outsourced brand evangelist, speaker, and growth ambassador. A frequent industry speaker and contributor, she leverages her experience across sales, marketing, technology, and advisor engagement to help companies scale. In this episode… Many fintech and advisory firms struggle to stand out, explain their value, and consistently get in front of the right audiences. Marketing feels fragmented, sales conversations start too zoomed in on product features, and social content falls flat. How can these firms turn their story into an engine for demand and trust? Diana Cabrices, a brand evangelist specializing in fintech and financial services, recommends starting with deep listening — reviewing sales and customer calls to uncover real pain points and language that resonates. She then builds messaging around the problem, not the product, and amplifies it through stages, webinars, podcasts, video, and especially LinkedIn to meet advisors where they are. Diana stresses partnering with leadership while confidently challenging assumptions, using social content that feels human and bold, and leaning on AI only as a "second brain" to repurpose content, not to replace authentic, on-stage performance. In this episode of The Customer Wins, Richard Walker interviews Diana Cabrices, Founder and Fractional Chief Evangelist of Diana Cabrices Consulting, about using brand evangelism to drive growth. Diana also talks about crafting customer-led messaging, leveraging LinkedIn, and using AI tools without losing authenticity.

Ben Wiener is the Managing Partner at Jumpspeed Ventures, a venture-capital firm focusing on early-stage, Jerusalem-founded tech startups. Since founding the firm in 2014, he has served as the lead investor in dozens of startups and often provided their very first capital. Before his VC work, Ben co-founded his first startup in 1999 and gained experience as both a corporate lawyer and clerk at Israel's Supreme Court. He is also the author of Fever Pitch and holds a BA in economics from Yeshiva University and a JD with honours from Columbia Law School. In this episode… Communicating the true value of an idea is a common hurdle for entrepreneurs — investor interest often fades not from weak concepts but from unclear or uninspired pitches. Even the most innovative founders can stumble when translating passion into persuasion. How can startups tell their story in a way that connects deeply with investors and customers alike? Venture capitalist and author Ben Wiener shares how storytelling can transform the way founders present their businesses. Drawing from his experience and his book Fever Pitch, he introduces the HEART framework — a five-part structure that helps entrepreneurs communicate their purpose, stakes, alternatives, differentiation, and team strengths. He emphasizes truth over performance, encouraging founders to make their product — not themselves — the hero of the story. By focusing on clarity, authenticity, and emotional connection, Ben's approach helps entrepreneurs pitch with confidence and integrity. In this episode of The Customer Wins, Richard Walker interviews Ben Wiener, Managing Partner at Jumpspeed Ventures, about the art of storytelling for entrepreneurs. Ben discusses his HEART framework for crafting compelling startup pitches, why truthfulness matters more than flash, and how to shift the focus from the founder to the product. He also shares insights on the role of AI in storytelling and lessons from his own entrepreneurial journey.

Thomas Clawson is the Co-founder of Slant, a next-generation AI-powered CRM built to help financial advisors streamline workflows and deepen client relationships. He co-launched the platform to replace traditional CRM systems by integrating AI agents that manage meetings, follow-ups, and client interactions. Under his leadership, Slant has raised $3.3 million in seed funding and scaled to serve over a thousand advisors. Prior to this venture, Thomas held leadership roles in marketing and demand generation at tech unicorns, including Whatnot and Podium. In this episode… Financial advisors face growing pressure to deliver personalized service while managing an ever-expanding workload. Traditional CRMs, however, often add complexity instead of reducing it — creating more manual tasks and slowing growth. With AI transforming the way professionals work, how can financial advisors adopt technology that actually simplifies their day-to-day operations while improving client outcomes? Thomas Clawson, an expert in advisor technology and automation, shares how embracing AI-first design principles can completely redefine the CRM experience. He emphasizes simplifying workflows, reducing manual data entry, and allowing advisors to focus on people instead of processes. Thomas discusses how chat-based interfaces and AI-powered insights can make managing client relationships seamless. By building adaptable systems that learn from user behavior, Thomas highlights how advisors can serve more clients efficiently while maintaining a personal touch. In this episode of The Customer Wins, Richard Walker interviews Thomas Clawson, Co-founder of Slant, about reimagining CRM for financial advisors through AI and automation. Thomas also discusses the need for simplicity in advisor technology, the rise of chat-driven user interfaces, and how his team built a secure CRM in just six months.

Michelle Feinstein is the General Manager and Vice President, Global Financial Services at Salesforce, a company that provides cloud-based CRM and enterprise software to help businesses connect with customers. She leads global solutions and strategy for the financial services sector, focusing on wealth and asset management. With over 25 years of experience in the industry, Michelle guides firms in digital transformation, data usage, and advisor-client engagement. She works across product, partner, and client teams to modernize the technology and operations of financial firms. In this episode… Financial services firms face challenges in unifying technology, streamlining advisor workflows, and adopting AI to improve experiences. Legacy systems, fragmented data, and slow governance often block innovation. How can firms modernize, improve adoption, and leverage AI while maintaining trust? Michelle Feinstein, an expert in digital transformation and client experience, explains that success begins with a clear strategic purpose — identifying the specific business outcomes technology should achieve. She shares how leading firms streamline advisor experiences by integrating data, simplifying workflows, and leveraging AI to automate repetitive tasks such as meeting prep and client summaries. Michelle also emphasizes adopting open, flexible systems that allow firms to plug in specialized AI tools while keeping human oversight central to innovation. In this episode of The Customer Wins, Richard Walker interviews Michelle Feinstein, General Manager and VP of Global Financial Services at Salesforce, about transforming financial services with AI and customer-centric design. Michelle discusses how firms can build unified experiences, leverage AI agents for automation, and transition to consumption-based pricing models that drive efficiency. She also shares insights on advisor retention, data integration, and the future of AI adoption.

Greg Bennick is the Founder and Executive Director of One Hundred For Haiti, an international humanitarian initiative focused on rural Haiti's development, community leadership, and human empowerment. He is also a keynote speaker, documentary producer, and author of Reclaim The Moment. Greg has delivered transformative presentations in 27 countries, spoken to audiences ranging from private groups to thousands at major corporate events, and has been recognized as a TEDx speaker. His work centers on building better teams, fostering authentic human interactions, and helping organizations and individuals reclaim focus amidst daily distractions. In this episode… Many professionals struggle to connect authentically with their audiences — whether in sales, leadership, or public speaking. They focus too much on outcomes like applause, recognition, or profit, and lose sight of the people they're meant to serve. How can leaders, speakers, and entrepreneurs shift their focus from themselves to creating genuine, lasting impact for others? Greg Bennick, keynote speaker, author, and humanitarian, offers actionable insights on how to engage people through authenticity, empathy, and listening. He explains that effective communication starts before the first word is spoken — by observing, preparing with intention, and reading the room. Greg encourages listeners to check their egos, focus on shared human experience, and remain adaptable in every interaction. Drawing on decades of stage experience, he emphasizes that success comes from service, not self-promotion. In this episode of The Customer Wins, Richard Walker interviews Greg Bennick, keynote speaker and author at gregbennick.com, about the power of authenticity in communication and leadership. Greg shares how to listen deeply to audiences, build trust through vulnerability, and adapt quickly when plans change. He also discusses public speaking fears, the role of AI in creativity, and lessons from his book Reclaim the Moment.

Max Klein is the Co-Founder and CEO of LEA, a company that automates client data workflows for wealth management firms using AI and APIs. He previously spent seven years at Amazon working on products like Alexa, Kindle, and Prime. Earlier in his career, Max lived in China for eight years, working in international business and public policy. He is also fluent in Mandarin and has founded prior ventures in education and global placement.  In this episode… Wealth management firms often struggle to efficiently organize and manage client data. From PDFs and statements to client conversations, data arrives in countless formats, making it both time-consuming and error-prone to manage. If advisors are overwhelmed with manual data handling, how can they scale their businesses while still delivering exceptional client experiences? Max Klein, an expert in AI workflow automation with years of experience at Amazon, sheds light on how firms can overcome this challenge. He emphasizes the importance of automating data recognition and classification, turning unstructured documents into usable information that drives business processes. Max highlights the role of embedding AI into existing platforms rather than creating new systems, meeting firms where they already work. He also shares lessons from his career, including Amazon's customer-centric approach and the value of written communication and active listening. In this episode of The Customer Wins, Richard Walker interviews Max Klein, Co-Founder and CEO of LEA, about leveraging AI to solve data challenges in wealth management. Max explains how firms can eliminate repetitive manual work with smarter automation. He also discusses embedding technology into existing platforms, centralizing operations in systems like Salesforce, and the importance of customer listening and feedback loops.

Michael Jeanfreau is the Director of Advisor Enablement at Mariner Wealth Advisors, a firm that provides wealth planning, investment management, tax, and estate-planning services to individuals and businesses. He leads strategies and tools to make financial advisors more effective and client-centric. Michael holds Series 63 and 65 licenses and has over 25 years of experience in financial services, spanning roles in wealth management and product development. He joined Mariner in 2021 and works to strengthen the advisor experience and support firmwide growth. In this episode… Many financial advisors are hindered by inefficiencies — from last-minute paperwork and disconnected tech tools to corporate-centered processes. These obstacles waste valuable time and limit the ability to deliver personalized service. How can firms better equip advisors with the tools and processes they need to thrive? Michael Jeanfreau, an expert in advisor enablement, demystifies how streamlining workflows and adopting practical technology boost efficiency. He emphasizes that freeing advisors from manual tasks, such as filling forms or gathering scattered client data, is essential. He urges firms to implement AI-powered tools, such as digital agents and note-taking companions, and to establish stronger feedback loops between advisors and operational teams. For Michael, success means giving advisors more time to strengthen relationships and serve clients. In this episode of The Customer Wins, Richard Walker interviews Michael Jeanfreau, Director of Advisor Enablement at Mariner Wealth Advisors, about creating better advisor and client experiences. Michael explains how AI and digital tools can reduce inefficiencies, why empowering advisors with time drives growth, and how fostering communication between the field and the home office leads to better outcomes.

Brian Edelman is the CEO of FCI, a firm that provides NIST-based endpoint and network cybersecurity and compliance solutions for heavily regulated industries. He founded the company in 1995 and has grown it into a managed security service provider specializing in cyber-regulated organizations. Brian is widely recognized as a cybersecurity expert and frequently speaks at industry conferences on topics like regulatory compliance and incident response. He holds a certificate in cybersecurity risk management from Harvard and serves as a Cybersecurity Technology Expert on the Forbes NY Council. In this episode… Cybercriminals are evolving, and the threats facing financial services have never been more severe. From stolen data sold on the dark web to AI-driven email scams that can drain accounts in days, the risks are escalating. How can firms protect sensitive client information while meeting strict regulatory requirements? Brian Edelman, a cybersecurity expert in the financial services industry, explains how firms can strengthen their defenses. He emphasizes the importance of building trust with clients, adopting a zero-trust security model, and preparing with incident response drills. Brian highlights automation as a means to protect endpoints without overwhelming advisors, while warning that AI is making cyberattacks both faster and more sophisticated. His insights provide practical steps for organizations to safeguard data, finances, and reputation. In this episode of The Customer Wins Podcast, Richard Walker interviews Brian Edelman, CEO of FCI, to discuss cybersecurity in financial services. Brian shares how automation simplifies compliance, why zero trust matters for firms, and how AI is reshaping cybercrime. He explores incident response preparedness, the role of regulators, and the growing responsibility of financial advisors to educate their clients about cyber risks.

Ty Peck is the Co-Founder and CEO of Business Draft, a career acquisition platform that helps companies hire faster through smart matchmaking, video tools, and streamlined applicant tracking. He drives the company's growth, fundraising, and product strategy, with a focus on cutting time-to-hire and enhancing the candidate experience. Under his leadership, Business Draft has secured seed funding and launched tools designed to simplify the hiring process for both candidates and employers. With over a decade of experience in corporate strategy and a candidate-first approach, Ty is passionate about leveraging technology and AI to eliminate hiring busywork. In this episode… Many job seekers today face a frustratingly opaque application process. Candidates often submit resumes and never hear back, while companies drown in unqualified applications and struggle to communicate effectively. With trust eroding on both sides, how can the hiring experience become faster, clearer, and more human? Ty Peck, an experienced entrepreneur in talent acquisition, discusses solutions that make hiring easier for both candidates and employers. He emphasizes designing the process around the candidate first, with tools that bring transparency, automate repetitive tasks, and standardize profiles for easier review. Ty also highlights the value of clear communication, trust scores that reinforce accountability, and AI-driven efficiency that preserves the human touch. In this episode of The Customer Wins, Richard Walker interviews Ty Peck, Co-Founder and CEO of Business Draft, about transforming the hiring process with candidate-first innovation. Ty shares how automation and AI simplify applications, why transparency builds trust, and how cultural fit matters just as much as skills. He also dives into candidate tracking systems, customer-driven product features, and the evolving role of videos in showcasing talent.

Rabih Ramadi is the Co-Founder and CEO of Avantos, an AI-native operating system that streamlines customer onboarding and servicing for financial institutions. Rabih previously served as a founding team member and Chief Revenue Officer at Unqork and was a Senior Partner at KPMG, where he led the Capital Markets sector. He holds an MBA from The Wharton School and an ME in engineering from Cornell University. Rabih also sits on the board of Leathwaite as a non-executive director. In this episode… Many financial institutions struggle with slow, manual onboarding and servicing processes that hamper efficiency. Advisors and operations teams spend significant time re-entering data and managing compliance, creating obstacles to optimal client service. How can financial firms leverage AI to streamline these workflows and elevate client experiences? Rabih Ramadi, an expert in financial technology and artificial intelligence, shares how his team built an AI-driven operating system to address these challenges. He explains how linking clients, products, and advisors through AI agents helps automate tasks, prefill data, and trigger compliant workflows. Rabih emphasizes building flexible systems, embedding human approvals, and prioritizing the right recommendations so advisors can focus on high-value client relationships while still maintaining trust and compliance. In this episode of The Customer Wins, Richard Walker interviews Rabih Ramadi, Co-Founder and CEO of Avantos, about using AI to transform client onboarding and servicing. Rabih discusses the rise of AI agents, how to prefill data from trusted integrations, and why compliance must remain central to innovation. He also explores the risks of too many recommendations, the future of chat-based interfaces, and the importance of pairing business knowledge with technical vision.

Paul Osterberg is the CEO and Managing Director of Security Basecamp, a company that helps financial services firms simplify cybersecurity and compliance while reducing risk. He has over 15,000 hours of experience building and leading information security programs and has completed more than 300 cybersecurity risk assessments. Previously, Paul held senior roles at AFAM Capital, National Financial Partners, and NFP Securities. He holds a degree in finance from the University of Minnesota and has completed further studies at Columbia University and the Wharton School. In this episode… Many businesses struggle with growing cybersecurity risks, from weak passwords and unpatched systems to sophisticated AI-driven scams. These threats not only endanger company data but also erode customer trust when breaches occur. How can organizations strengthen defenses and safeguard their clients while staying ahead of evolving attacks? Paul Osterberg, a cybersecurity leader with decades of experience, explains how companies can take practical steps to reduce vulnerabilities. He highlights the value of risk assessments, the value of multifactor authentication, and the dangers of reusing credentials. Paul also emphasizes the human side of security, showing how training employees to think critically and "trust but verify" can prevent costly mistakes. His insights stress that technology and culture must work together to create resilient organizations. In this episode of The Customer Wins, Richard Walker interviews Paul Osterberg, CEO and Managing Director of Security Basecamp, about building trust through cybersecurity. Paul shares how companies can reduce fear after breaches, why AI presents both risks and opportunities, and how cultivating better human behavior is as important as technical safeguards. He also delves into ransomware, client trust recovery, and the personal side of raising security-aware families.

Shannon Rosic is the Director of Content and Solutions for the Wealth Management Group at Informa Connect, a global provider of events, media, and research for financial professionals. In her role, she leads the omni-channel growth and development of WealthStack, one of the leading events focused on wealth management technology. Shannon regularly represents the group through webinars, podcasts, and video series. Known industrywide as the Gadget Girl, she brings a passion for creative brand storytelling and innovative marketing. In this episode… Financial professionals face the challenge of keeping up with rapid technological change while still nurturing strong client relationships. With AI tools, compliance demands, and shifting client expectations, it can feel overwhelming to decide where to focus. How can advisors and firms adapt quickly while staying human-centered in an increasingly digital world? Shannon Rosic, an expert in content strategy and wealth management media, shares how embracing technology as a co-pilot rather than a replacement helps advisors stay relevant. She highlights the importance of adopting simple AI tools like note takers, building a strong digital presence, and showing up consistently at industry events. Shannon emphasizes the need for authenticity in branding and communication, encouraging professionals to showcase their human side while using technology to streamline workflows, improve compliance, and enhance the client experience. In this episode of The Customer Wins, Richard Walker interviews Shannon Rosic, Director of Content and Solutions for the Wealth Management Group at Informa Connect, about the future of wealth management and technology. Shannon discusses how AI can empower advisors, why authentic storytelling matters, and the importance of consistency in digital and in-person presence. She also shares insights on client-centered experiences and her favorite AI tools for compliance and engagement.

Joshua B. Lee is the Founder and CEO of StandOut Authority, a company dedicated to humanizing marketing by helping entrepreneurs and executives grow their brands through the power of LinkedIn. Known as "The Dopamine Dealer of LinkedIn," Joshua has managed nearly $1 billion in ad spend and driven over 35 trillion online impressions, building influence for high-powered professionals in a noisy digital world. With over 20 years of experience, he has founded 16 companies, worked with platforms such as MySpace and Google, and continues to transform how professionals create genuine human connections online. In this episode… In today's digital world, it's harder than ever to stand out authentically online. Social media is saturated with overproduced content, shallow connections, and constant sales pitches, leaving people feeling overwhelmed and disconnected. How can professionals break through the noise, build real trust, and create opportunities rooted in human connection rather than empty metrics? Joshua B. Lee, a digital marketing leader known as the Dopamine Dealer of LinkedIn, shares how professionals can cut through digital clutter by humanizing their brand. He explains why vulnerability is more powerful than polished promises, how to use personal stories to spark genuine engagement, and why quality always outweighs quantity in content creation. Joshua also introduces his 10-20-70 method for balancing personal insights, company achievements, and value-driven thought leadership, while encouraging gratitude and meaningful conversations as the foundation of growth. In this episode of The Customer Wins, Richard Walker interviews Joshua B. Lee, Founder and CEO of StandOut Authority, about building authentic influence on LinkedIn. Joshua emphasizes the importance of vulnerability in content, explains the human algorithm versus platform algorithms, and outlines his 10-20-70 content framework. He also discusses relationship-based networking, the value of gratitude, and how to humanize even large organizations through employee-driven stories.

Brandon Castaneda is the Founder and CEO of EZ Bombs, a Hispanic food brand known for its seasoned meat bombs that turned traditional Mexican recipes into a viral sensation on TikTok Shop. The company achieved over $20 million in sales within its first year by leveraging creator-driven engagement and viral social strategy. Brandon scaled operations rapidly — transitioning from fulfillment out of his mom's kitchen to co-packing and outsourcing logistics to 3PL partner ShipBob — saving around 1,600 labor hours per month. His leadership reflects a family-first ethos and keen digital growth acumen that transformed a homegrown idea into a breakout CPG success. In this episode… Cooking traditional meals at home can feel overwhelming for busy families. Many lack the time, skills, or even access to the right ingredients, leading them to rely on fast food or packaged options instead. How can people reconnect with authentic flavors while keeping meal preparation simple and enjoyable? Brandon Castaneda, a seasoned entrepreneur and business leader, shares how his family transformed cultural recipes into convenient seasoning bombs that make cooking easy and flavorful. He explains the trial-and-error process of developing a product that dissolves seamlessly, the viral strategy that turned a kitchen experiment into a social media phenomenon, and the importance of building a brand rooted in authenticity. Brandon also highlights how customer feedback, international demand, and smart use of AI have guided decisions, showing that rapid growth is possible when innovation meets customer experience. In this episode of The Customer Wins, Richard Walker interviews Brandon Castaneda, Founder and CEO of EZ Bombs, about creating a viral food brand from family recipes. Brandon discusses building trust with customers, scaling into thousands of retail stores, and expanding into international markets. He also explores lessons in customer satisfaction, the role of AI in operations, and future plans to diversify flavors and reach new audiences.

Richard Walker is the CEO of Quik!, a provider of forms automation and management solutions for companies looking to maximize efficiency and productivity. He started Quik! in 2002 to help people spend less time on paperwork and more time on what they do best. Before Quik!, Richard was a business consultant with Arthur Andersen. He is also a published author of two books and a father of three boys. In this episode… Many businesses struggle to consistently deliver exceptional customer experiences, often missing the subtle but crucial elements that foster lasting loyalty. From poor listening to unclear expectations, these gaps erode trust and satisfaction. How can companies build experiences that not only meet but exceed customer expectations every time? Rocky Chugani, a custom clothing expert, stresses the importance of genuinely loving your customer and tailoring services to their unique needs. Building on the theme of empathy, David Steele, a hospitality and financial services leader, advises becoming your own first customer to anticipate pain points better. Golf pro Bobby Steiner offers a different perspective, highlighting the value of joining your customer's team, focusing fully on their goals. Shelli Taylor, a cinema executive, emphasizes the importance of setting clear boundaries to protect the experience, proving that well-defined rules can significantly enhance satisfaction. In this episode of The Customer Wins, Richard Walker reviews previous episodes on building meaningful customer relationships. These guests share insights on valuing your customer, being your own first customer, joining your customer's team, and setting boundaries. They also explore tailoring details, hospitality best practices, and creating distraction-free experiences.

Matt Goebel is the Founder and CEO of Woven, an all‑in‑one workplace management platform created in 2017 to help multiunit franchises streamline operations, manage people, facilities, and locations from a single system. With over 15 years of experience as a franchisor, consultant, and multiunit franchisee, Matt has gained firsthand insight into the operational gaps that challenge modern operators. Before Woven, he founded several tech ventures, including a wedding‑planning startup and a software agency specializing in franchising needs. A 2005 Purdue University graduate in computer information technology, Matt also holds Microsoft Certified Solutions Developer (MCSD) credentials. In this episode… Managing a business with multiple locations and frontline employees comes with a unique set of challenges. Communication silos, inconsistent operations, and disengaged deskless workers can quickly erode a brand's consistency and customer experience. How can business leaders create streamlined systems that keep all teams aligned while supporting long-term growth? Matt Goebel, a seasoned expert in franchising and operations strategy, shares actionable insights for solving these common pain points. He emphasizes the importance of consolidating tools and systems so that frontline teams — especially those without corporate emails or consistent access to technology — can stay informed and engaged. He advocates for designing mobile-first solutions that are simple, intuitive, and tailored to support workers. Matt also highlights the power of listening to feedback from multiple user groups and iteratively improving systems to reduce burnout and increase accountability, particularly for frontline leadership. In this episode of The Customer Wins, Richard Walker interviews Matt Goebel, Founder and CEO of Woven, about streamlining operations for multilocation businesses. Matt shares how simplifying technology for deskless teams improves consistency and scalability. He also discusses prioritizing product features, balancing innovation with real needs, and why proactive customer listening is a key part of long-term success.

Jeffrey Rusin is the Co‑founder and CMO of Advisor Tech Partners, where he specializes in helping financial advisors optimize their operations through CRM tools, email marketing, and social media strategies. He grew up in Massachusetts, attending Wilbraham & Monson Academy, and earned a business degree from Whittier College, where mentors like Dr. Gary Gold shaped his professional drive. Jeffrey's early career included hands-on work with residents of retirement homes, which helped him develop empathy and a deep understanding of client relationships. A lifelong Nickelback and Boston Celtics fan, he balances his tech and marketing expertise with a love for hiking, weightlifting, and binge‑watching shows. In this episode… Many financial advisory firms struggle with inefficient workflows, disorganized CRMs, and a lack of accountability across teams. Without the right systems in place, tasks get missed, client experiences suffer, and firm growth stalls. How can firms transform their operations to streamline processes, improve data reporting, and enhance client engagement — all without overwhelming their teams? Jeffrey Rusin, a CRM automation expert for advisory firms, shares how he helps streamline operations by customizing and automating workflows inside platforms like Redtail and Wealthbox. He emphasizes the importance of properly configuring foundational CRM elements, such as contact sources, event types, and user-defined fields, before layering in automation. Additionally, Jeffrey explains how workflows can be designed by observing team dynamics, identifying process bottlenecks, and automating task assignments based on meeting types. He also offers tips on using Zapier to automate common actions, such as drafting follow-up emails, and advocates for using the simplest tech stack possible to avoid unnecessary complexity. In this episode of The Customer Wins, Richard Walker interviews Jeffrey Rusin, Co-founder of Advisor Tech Partners, about automation and workflow design for financial advisory firms. Jeffrey shares how to optimize CRMs to improve reporting and accountability. He also discusses the benefits of Zapier, tips for teaching clients automation, and his thoughts on the future of AI notetakers.