The Customer Wins

​Patrick Hannon is the Vice President of SaaS Commercialization at Fidelity Labs, where he develops and implements go-to-market strategies for innovative financial technology solutions. With over 12 years in the WealthTech industry, he has held significant roles at companies such as Nitrogen (formerly Riskalyze) and Advicent (now part of InvestCloud), gaining deep expertise in enterprise wealth management. Patrick is recognized for his commitment to mentorship, actively guiding young professionals in their career development. He is also a thought leader, focusing on integrating technology into financial planning and compliance to enhance advisor workflows and client experiences. ​ In this episode… Navigating innovation in the financial services industry can feel like a tightrope walk — balancing compliance, customer trust, and speed-to-market. Many fintech startups struggle to become enterprise-ready while serving advisors effectively and efficiently. How can emerging technologies gain traction in a highly regulated space while solving real problems for advisors and clients? Patrick Hannon, a SaaS commercialization expert with over a decade in WealthTech, offers a blueprint for aligning startup agility with enterprise-grade expectations. He shares how leveraging proprietary data and maintaining a customer-centric mindset leads to stronger, more scalable solutions. By melding AI with the power of human relationships in advisor-client interactions, startups can solve compliance, marketing, and operational pain points. Patrick also dives into the importance of giving new talent room to fail safely as a method of cultivating leadership and innovation. In this episode of The Customer Wins, Rich Walker interviews Patrick Hannon, VP of SaaS Commercialization at Fidelity Labs, about accelerating innovation in financial services. Patrick explores how AI-driven solutions help solve real-world advisor challenges, discusses startup incubation, the value of proprietary data, and balancing speed with regulatory compliance.

Ryan Eisenman is the Co-founder and CEO of Arch, a fintech company that automates the administration and management of private investments. A Houston native, he graduated from Vanderbilt University with a degree in Human and Organizational Development, along with minors in Corporate Strategy, Financial Economics, and Economics. Before founding Arch in 2018, Ryan gained experience in business development and analysis through roles at firms such as Deloitte and Techstars. Under his leadership, Arch has grown to serve over 270 clients, managing more than $100 billion in alternative investments. ​ In this episode… Managing private market investments is often a tedious, time-consuming process. Advisors and investors must sift through countless emails, log into multiple portals, and manually extract key information from financial documents. Is there a way to streamline this workflow and free up valuable time for more strategic decision-making? Ryan Eisenman, an expert in investment management technology, recognized these inefficiencies and co-founded a solution to automate them. He explains how AI and automation can eliminate manual document processing, allowing investment professionals to access structured data and pre-built dashboards instantly. He shares how leveraging AI to summarize lengthy financial reports can drastically improve efficiency and decision-making. Ryan also discusses the importance of balancing automation with a managed service approach to ensure accuracy when dealing with unpredictable document formats. In this episode of The Customer Wins, Richard Walker interviews Ryan Eisenman, CEO of Arch, about using AI to simplify private investment management. Ryan explains how automation helps investment professionals manage their portfolios more effectively. He also covers the evolution of his company's technology, the importance of customer feedback in product development, and strategies for building a scalable, customer-focused business.

Bennett Maxwell is the Founder of Dirty Dough. Beginning his entrepreneurial journey in elementary school by selling candy bars, Bennett now leads a pioneering cookie-selling franchise. Dirty Dough's innovative centralized production introduces the first-ever three-layer cookie, streamlining franchise operations by addressing challenges like waste, quality control, and supply chain at the corporate level. This unique model allows franchises to operate with reduced costs and labor. With Dirty Dough, Bennett is looking to raise mental health awareness by encouraging authenticity and self-acceptance. In this episode… Scaling a business is no easy feat, especially when you aim to expand from a single location to a nationwide brand within a few years. Entrepreneurs often struggle with simplifying operations, maintaining brand identity, and keeping a work-life balance while growing exponentially. How can business owners build a franchise model that is both scalable and fulfilling? Bennett Maxwell, an experienced entrepreneur with a background in franchising and solar energy, shares his approach to overcoming these challenges. He emphasizes the importance of simplifying processes for franchisees by standardizing operations, centralizing production, and minimizing training time. He also highlights the role of branding in creating an emotional connection with customers, crafting a mission that extends beyond the product itself. By assembling an expert advisory board, leveraging AI for sales and marketing, and maintaining a strict work-life balance, Bennett found a way to rapidly scale his business while staying aligned with his personal values. In this episode of The Customer Wins, Richard Walker interviews Bennett Maxwell, Founder of Dirty Dough Cookies, about scaling a franchise with simplicity and purpose. Bennett shares how he streamlined operations, built a strong brand, and maintained a work-life balance while growing rapidly. He also discusses using AI for efficiency, the power of mentorship, and his decision to sell the company for long-term success.

Sindhu Joseph is the Founder and CEO of CogniCor, an AI-driven digital assistant platform transforming customer engagement in financial services. She holds a PhD in Artificial Intelligence and has co-authored six US patents. Recognized among WealthManagement.com's Ten to Watch in 2023, Sindhu is a member of the Forbes Technology Council. Her global background spans India, Europe, and the USA, and she is passionate about democratizing access to wealth through AI. ​ In this episode… Many financial advisors struggle with time-consuming administrative tasks, leaving them with less time to focus on their clients and provide high-value advice. With only 30% of US households receiving financial guidance, how can technology help advisors scale their services and reach more people? Could artificial intelligence be the key to personalizing financial advice while improving efficiency? Sindhu Joseph, an artificial intelligence expert and founder of a leading AI-driven financial technology company, believes AI can revolutionize wealth management. She explains how AI copilots help advisors by automating meeting preparation, summarizing client interactions, and providing proactive recommendations. These tools save advisors an average of 3.5 hours daily, allowing them to focus on building relationships rather than administrative tasks. Sindhu also discusses how AI enhances personalization by recalling essential client details and delivering real-time market insights, helping advisors stay ahead of client needs. In this episode of The Customer Wins, Richard Walker interviews Sindhu Joseph, Founder and CEO of CogniCor, about how AI is transforming financial advising. Sindhu shares how AI reduces advisors' workload, improves client relationships, and enhances operational efficiency. She also discusses compliance considerations, the future of AI in wealth management, and how AI's rapid advancements are reshaping the industry.

Nickie Froiland is the Co-founder and Chief Growth Officer of Motus9, a professional services and impact firm dedicated to helping organizations overcome challenges and achieve their goals. With a passion for guiding individuals to remove blind spots and discover new approaches, she excels in fostering personal and professional growth. Nickie's expertise spans business consulting, executive coaching, and operational advising, enabling clients to clearly and confidently navigate complex situations. Her commitment to creating impactful change has made her a trusted partner for businesses seeking transformation and success. In this episode… Running a business involves more than simply providing excellent products or services — it also requires strong leadership, a positive company culture, and alignment of operations with a clear purpose. However, challenges arise when misalignments, unaddressed issues, or unclear leadership create barriers to growth. So, how can companies identify these hidden obstacles and develop strategies for long-term success? Nickie Froiland, an expert in executive coaching and operational advising, dives deep into the core challenges that hold businesses back. She highlights the importance of aligning personal growth with company growth and emphasizes the role of purpose in shaping leadership and company culture. She shares strategies for fostering transparency through partner meetings, tackling misalignment head-on, and implementing frameworks like "The Company Way" to strengthen cultural and operational foundations. Nickie also stresses the importance of addressing uncomfortable truths within teams and using accountability for meaningful change. In this episode of The Customer Wins, Richard Walker interviews Nickie Froiland, Co-founder and Chief Growth Officer of Motus9, about creating purpose-driven leadership and aligning company culture with operations. Nickie explains how businesses can overcome hidden obstacles, improve accountability, and foster growth by addressing the "elephants in the room." She also shares strategies for personal development, the value of partner meetings, and the power of having a clear company purpose to drive success.

Michael Todasco is a Visiting Fellow at the James Silberrad Brown Center for Artificial Intelligence at San Diego State University. He previously served as Senior Director of Innovation at PayPal and holds over 100 US utility patents. Michael earned his MBA from UC Berkeley's Haas School of Business and a Master of Fine Arts from Johns Hopkins University. His work focuses on the intersection of artificial intelligence, payments, identity, biometrics, and blockchain technologies. In this episode… AI is transforming how businesses operate, but many leaders have yet to embrace its full potential. While companies acknowledge the need to adopt AI, many executives delegate exploration to their teams rather than using the technology themselves. How can leaders integrate AI into their workflows and empower their teams to do the same? According to AI expert Michael Todasco, business leaders must actively engage with AI to understand its capabilities and limitations. He recommends that executives personally experiment with tools like ChatGPT, provide their teams with access, and encourage knowledge sharing through dedicated discussions. By incorporating AI into everyday workflows such as sales strategy, performance reviews, and personal productivity, leaders can drive innovation while fostering a culture of curiosity and collaboration. In this episode of The Customer Wins, Richard Walker interviews Michael Todasco, Visiting Fellow at San Diego State University, about AI's impact on business and leadership. Michael shares how AI can optimize workflows, improve decision-making, and revolutionize education through personalized learning. He also dispels common misconceptions about AI, offering practical advice for leaders looking to stay ahead in an AI-driven world.

Brian Thorp is the Founder, CEO, and Editor-in-Chief of Wealthtender, the industry's first SEC-compliant online review platform for financial advisors and a leading independent financial advisor directory. Under his leadership, the company has become a vital resource for half a million consumers annually, helping them connect with knowledgeable financial advisors. Before founding Wealthtender in 2019, Brian had a successful 22-year career with Invesco, where he led a team managing wealth management firm partnerships with over $100 billion in assets. He is also an active angel investor who enjoys working with entrepreneurs to help them grow. In this episode… In a world filled with financial uncertainties, having a reliable source for guidance is crucial. With so many options available, how can you determine where to begin your search for a trustworthy financial advisor? Brian Thorp, an experienced financial services professional, provides a solution to these questions by offering an SEC-complaint online review platform for financial advisors. He shares how he created his company to help Americans reduce money stress by connecting them with qualified financial advisors. He explains how he designed the platform like other trusted directories, such as those for doctors or lawyers, but uniquely focuses on financial advisors. Brian discusses how his firm is working to enhance transparency by allowing consumers to read verified reviews of financial advisors. The conversation also delves into the importance of matching specific client needs with advisors with the right expertise, whether handling equity compensation for tech professionals or offering hourly financial planning services. In this episode of The Customer Wins, Richard Walker interviews Brian Thorp, Founder and CEO of Wealthtender, about creating transparency in the financial advisory industry. Brian discusses how Wealthtender reduces money stress for Americans, the spectrum of clients the firm serves, how it enhances advisors' online reputations, and the impact of AI on Wealthtender's content and search visibility.

Peter Dun is the Co-Founder and CEO of Feathery, a company specializing in developing form-building solutions for developers and product teams. At Feathery, he leverages cutting-edge AI and no-code technologies to provide wealth managers with flexible and personalized onboarding tools that seamlessly integrate with their tech stack. With a background that includes degrees in artificial intelligence from Stanford University and previous roles such as Growth Lead at Robinhood, Peter has been instrumental in driving innovation in form automation and client onboarding processes. In this episode… As financial institutions seek to enhance their client onboarding processes, the integration of a flexible and customizable tool presents a compelling opportunity. Streamlining the customer experience without sacrificing unique branding and established workflows is essential for maintaining competitive advantage. Leveraging artificial intelligence, how can organizations innovate their account opening procedures, transforming them into a more efficient and personalized journey for customers? Artificial intelligence expert, Peter Dun, uncovers how his no-code, low-code platform equips wealth managers with the agility and control needed to design a client onboarding experience from scratch or customize existing workflows. Drawing from his background in AI, he discusses how this platform streamlines account opening processes and intelligently processes documents, adding a new layer of efficiency for financial advisors. Peter brings insights into the power of no-code tools and the thoughtful application of AI in specific business contexts, providing a glimpse into the future of customer-focused platforms. In this episode of The Customer Wins, Richard Walker interviews Peter Dun, Co-Founder and CEO of Feathery, about enhancing client onboarding through innovative technology. Peter discusses how Feathery automates wealth manager client onboarding, its unique flexibility in account opening solutions, the no-code versus low-code platforms, and Feathery's capabilities in document intelligence and AI utilization.

Kyle Gray is the CEO and Story Strategist of The Story Engine, a company specializing in helping coaches, startups, and executives use storytelling to improve communication and sales effectiveness. He has authored books and developed strategies that combine timeless storytelling with cutting-edge marketing techniques, ensuring that his clients can effectively present their unique value online and offline. Beyond his professional achievements, Kyle is passionate about empowering leaders to connect with their genius and make a significant impact in their respective fields. His work is a testament to the pivotal role stories play in human-centric business paradigms. In this episode… In today's information-saturated landscape, storytelling has emerged as a powerful tool for businesses seeking to differentiate themselves and forge meaningful connections with their audience. By embracing the art of storytelling, brands can transform their communication strategies and deepen their relationship with their customers and mission. How can harnessing stories unlock the true potential of your business and create a lasting impact in a world increasingly dominated by technology? Kyle Gray, a world-class presentation coach and story strategist, tackles these questions head-on by helping business leaders master the art of storytelling to better connect with their audiences. He believes that many talented individuals are not reaching their full potential due to an inability to communicate their unique values effectively. Through his Story Engine framework, Kyle aids entrepreneurs in crafting narratives that resonate with their audience's emotions, drawing them into a shared vision and enhancing trust. He demonstrates that storytelling is not merely about conveying facts but about creating an emotional journey that aligns with the listener's values and desires. In this episode of The Customer Wins, Richard Walker interviews Kyle Gray, CEO of The Story Engine, about transforming communication through storytelling. Kyle discusses how The Story Engine helps businesses grow through storytelling, how storytelling builds stronger connections than credentials, and storytelling techniques to evoke emotions and engagement.

Rich Whalen is the Vice President of Technology Strategy and Execution at Equity Services Inc., a broker-dealer and registered investment adviser member company of National Life Group. Equity Services Inc. creates confidence in the financial future of its clients by supporting financial advisors with innovative technology solutions. Since joining the firm in 2018, Rich has been instrumental in enhancing its technology platform, contributing to improved efficiencies that allow advisors to focus more on client interactions. With a career that began in financial services as an advisor, he quickly became passionate about technology and its potential to improve financial planning processes. His unique perspective on using technology to give advisors the "gift of time" reflects his commitment to optimizing the customer experience and driving company growth. In this episode… In today's fast-paced financial services industry, optimizing time management and technology is crucial for staying competitive. This saves valuable time for the business and empowers clients to achieve greater efficiency in their interactions. But how can advisors implement these innovative strategies in their firms to streamline operations and significantly enhance the customer experience? Experienced financial services technology implementation and management professional Rich Whalen shares his journey and insights into solving these challenges by leveraging technology to create what he calls 'the gift of time' for advisors. By integrating automation and efficient workflows, he emphasizes the importance of freeing time for advisors to engage more deeply with their clients rather than being bogged down by data entry and administrative tasks. Rich details how his team evaluates new technologies, ensuring their compatibility with existing systems to enable seamless data flow and minimal disruption. He also delves into the evolving role of AI in enhancing operational efficiency, sharing his forward-looking views on how AI could eventually anticipate workflows and improve decision-making processes. In this episode of The Customer Wins, Richard Walker interviews Rich Whalen, Vice President of Technology Strategy and Execution at Equity Services Inc., about utilizing technology to optimize time management and customer engagement. Rich discusses how Equity Services gifts advisors more valuable time, strategies for evaluating and integrating new technology into an existing ecosystem, the role of tech in transaction flow and customer interactions, and the role of AI in financial services.