The Customer Wins

Dan Zitting is the CEO of Nitrogen, a platform that empowers advisors by creating more engaging, confidence-building client conversations. He is a longtime SaaS entrepreneur and operator with a background in building software in governance, risk, and compliance (GRC). Before Nitrogen, Dan founded Workpapers.com and later led Galvanize through significant growth, culminating in its $1 billion acquisition by Diligent. At Nitrogen, he focuses on using modern technology to help advisors deliver more personalized guidance so clients can invest and live fearlessly. In this episode… Financial advice can feel overwhelming and emotional, especially when clients are unsure whether they're making the right decisions or if their long-term plans are truly secure. Advisors, in turn, often struggle to translate complex topics like risk, taxes, and income planning into conversations that feel clear, personalized, and confidence-building. How can advisors strengthen client trust while scaling those high-impact moments across a growing book of business? Dan Zitting, a SaaS executive and enterprise software leader with deep expertise in governance, risk, and compliance platforms, shares how advisors can elevate client outcomes through better engagement and communication. He emphasizes meeting clients where they are emotionally, using structured talk tracks to prepare for meaningful conversations, and presenting recommendations in a professional, visual format that clients can actually absorb. Dan also highlights how modern AI can reduce prep time by automating data ingestion, uncovering hidden planning insights from documents like brokerage statements and tax returns, and helping advisors focus more on guidance and trust rather than manual workflow. In this episode of The Customer Wins podcast, Richard Walker interviews Dan Zitting, CEO of Nitrogen, about helping advisors create fearless client moments through better engagement and AI-powered tools. Dan discusses rebranding beyond risk tolerance, building an AI-first platform, and using tax insights to deepen planning conversations.

Richart Ruddie is the Founder of Captain Compliance, a data privacy and compliance software platform that helps organizations navigate complex data protection laws and automate compliance. He is a serial founder and entrepreneur with a track record of building and exiting successful online businesses. Richart is recognized as a privacy expert and often speaks on data privacy and regulatory risk at industry events. His work focuses on empowering companies to build trust with customers and avoid costly legal issues related to privacy. In this episode… Many organizations inadvertently expose themselves to legal risk through data privacy oversights, often despite their best efforts to comply. With regulations evolving at breakneck speed, a single misstep — such as an outdated policy or a faulty consent tool — can lead to costly lawsuits. How can your organization stay compliant and protected while continuing to scale and prioritize the customer experience? Richart Ruddie, a passionate advocate for data privacy, tackles these very issues by offering a comprehensive software solution designed to help businesses navigate data privacy laws and prevent costly litigation. He explains how even B2B and financial services firms are at risk, emphasizing that privacy requirements aren't just about marketing — they're about protecting employee and customer data from breaches and misuse. Richart dives into real-world examples where a lack of compliance led to massive fines and job losses, illustrating the high stakes involved. In this episode of The Customer Wins, Richard Walker interviews Richart Ruddie, Founder of Captain Compliance, about building trust and protecting businesses through innovative privacy compliance. Richart discusses not only the technical challenges of privacy but also the immense value of a customer-obsessed culture, scaling personalized service, and the importance of staying ahead of ever-evolving regulations.

Mark Ovaska is the Co-founder and CEO of Precept, an AI-driven integration platform that helps fintech companies connect to any API quickly and simplify complex data integrations. He co-founded the company to eliminate lengthy and costly integration projects, enabling teams to scale without engineering bottlenecks. Before Precept, Mark led software platform revitalization and other ventures, blending technical leadership with product strategy. His background also includes creative work in photojournalism, with work featured in major publications. In this episode… Many organizations struggle with fragmented data, sluggish integrations, and disconnected systems that create friction for both teams and customers. These challenges hinder the ability to deliver timely, personalized, and reliable customer experiences at scale. How can businesses overcome data complexity without adding more cost, time, or technical debt? Mark Ovaska, a technology and product executive with deep experience in data platforms, integrations, and AI-driven systems, explores these issues. He explains why great customer experiences depend on connected, portable data and how standardization reduces friction and unlocks scale. Mark shares how AI can map and connect systems in real time, eliminate redundant integration work, and shift focus away from "how many integrations exist" toward readiness and flexibility. His guidance centers on treating data infrastructure as foundational plumbing that enables faster innovation, agentic workflows, and long-term growth. In this episode of The Customer Wins podcast, Richard Walker interviews Mark Ovaska, Co-founder and CEO of Precept, about simplifying data integrations to power better customer experiences. Mark discusses AI-powered integration speed, the role of data standardization, and how modern infrastructure enables agentic workflows and scalable growth.

Molly Pierce is the CEO of Track That Advisor, a firm that helps independent financial advisors turn complex business data into clear, actionable insights to grow and scale effectively. She joined Track That Advisor in 2017 and is passionate about helping advisory teams track their metrics and reach their full potential. Molly holds a Bachelor's degree in finance and economics from Grand Canyon University. In this episode… Many advisory firms invest heavily in marketing and lead generation, yet still struggle to convert prospects or understand why their growth stalls. Without clear visibility into which processes work and which break down, teams often rely on guesswork instead of data-driven action. How can advisors simplify their metrics, cut through analysis paralysis, and focus on the numbers that actually drive growth? Data expert Molly Pierce breaks down the core metrics that every advisor should track and explains why these leading indicators matter more than lagging ones, such as ROI. She explains how to measure stick rate, close rate, average case size, and cost per client while emphasizing the importance of serving existing clients to generate organic growth. Molly also encourages firms to compare their results with industry benchmarks, leverage pending leads, and use data as a spotlight to reveal hidden business opportunities. In this episode of The Customer Wins, Richard Walker interviews Molly Pierce, CEO of Track That Advisor, about leveraging data to drive growth for advisory firms. Molly discusses the value of benchmark comparisons, the power of focusing on current clients, and why human connection still matters in an AI-driven world.

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.