The Customer Wins

Peter LePiane is the Founder of Idea Bridge, a consulting firm specializing in product transformation and customer experience enhancement across various industries. With over 25 years of experience, he integrates lean startup methodologies and change management to help clients, from mid-sized businesses to large multinational corporations. Peter's expertise extends to financial services, insurance, retail, telecommunications, consumer packaged goods, and fragrance manufacturing sectors. He is also a proponent of incorporating AI tools and data-driven strategies to refine customer insights and drive business growth. In this episode… In today's dynamic business landscape, meeting customer expectations while driving operational efficiency is crucial for sustainable growth. Striking a balance between addressing present consumer needs and laying the groundwork for future innovation is the hallmark of successful organizations. How can businesses navigate this intricate dance between current satisfaction and future readiness? Peter LePiane, an experienced management consultant and a lean startup enthusiast, delves into the nuances of customer discovery and experience. He shares his insights on differentiating between direct clients and end customers, incorporating their needs into strategic planning. Peter emphasizes the importance of directly getting customers' feedback and using that to inform significant business decisions rather than relying solely on internal perceptions. He shares his methodology, which incorporates the lean startup philosophy to the application of AI in customer service and marketing. In this episode of The Customer Wins, Richard Walker interviews Peter LePiane, Founder of Idea Bridge, about enhancing customer and product experiences. Peter discusses how Idea Bridge helps people, the importance of considering the end customer in change management initiatives, tactics for obtaining customer feedback and integrating it into business solutions, and balancing innovation with real customer needs for future success.

Farbod Nowzad is the Co-founder and CEO of Cashmere AI, a company dedicated to enhancing client acquisition in the wealth management space through intelligent solutions. As the first-ever data science graduate from UC Berkeley, he leverages his deep understanding of machine learning and anti-fraud strategies to build and optimize business growth technologies. Before Cashmere AI, Farbod contributed his expertise to the anti-fraud machine-learning team at Lime. He is a progressive leader harnessing AI to transform traditional business practices, especially in the financial sector. In this episode… Are you finding client acquisition challenging in the ever-evolving financial services industry? What if there was a way to seamlessly integrate luxury, efficiency, and intelligence into your customer acquisition strategy? Data Scientist Farbod Nowzad delves into how his company uses AI to enhance client acquisition in the wealth management sphere. He stresses the significance of AI and how Cashmere AI’s three-part system — identification, enrichment, and engagement — enables advisors to efficiently pinpoint and nurture relationships with potential clientele through AI-driven insights and personalized outreach. He elaborates on the data-driven methodologies that can propel financial advisors toward incredible growth and client engagement. In this episode of The Customer Wins, Richard Walker interviews Farbod Nowzad, Co-founder and CEO of Cashmere AI, about AI-powered client acquisition in wealth management. Farbod discusses how Cashmere AI is changing client acquisition for wealth managers, its three client acquisition modules, engagement strategies modern wealth management firms employ for successful outreach, and innovative solutions for AI hallucination.

Steve Miksta is the Founder and CEO of Oppty, a transformative company that helps organizations significantly enhance their productivity and profitability. With a robust background in finance and technology, he is an expert in the strategic use of automation to foster exponential business growth. Steve's breadth of experience spans over a decade in the mortgage and financial industry, where his innovative approaches have been instrumental in driving success. As a dynamic leader, he focuses on enabling clients to clarify their objectives, deploy strategic processes, and leverage technology to realize their business goals. In this episode… Are you struggling to foster efficiency within your organization? How do you harness technology effectively without being overwhelmed by it? Could there be simple yet overlooked opportunities to spur your business growth? A dynamic leader with deep roots in finance and technology, Steve Miksta delves into the integral role of people in driving technology's success in business. He shares personal stories and lessons from his journey, emphasizing the creation of clear objectives and leveraging employee insights instead of solely focusing on technology. Steve dismantles the notion that complex tech solutions are always the answer, advocating for a closer look at the human element behind the processes and identifying opportunities for improvements while scaling sustainably. In this episode of The Customer Wins, Richard Walker interviews Steve Miksta, Founder and CEO of Oppty, about leveraging automation and strategic processes for business growth. Steve talks about Oppty and how focusing on people and processes can lead to increased productivity, why technology alone won't solve problems without proper input from team members, the significance of user feedback shaping technological advancements, and how to use human intelligence as a bridge to AI efficiency.

Tom Anderson is the Founder and CEO of Anasova, a platform dedicated to connecting individuals with financial advisors through innovative technology and free financial plans. As a visionary in the financial advisory space advocating for customer success, he is also an accomplished author, having published four books, including The Value of Debt. Before Anasova, Tom was an Executive Director at Morgan Stanley Wealth Management and the Founder, former CEO, and Chairman of Supernova Technology. A former 5X Barron's Top Financial Advisor, he is a regular speaker at events countrywide. In this episode… Many businesses struggle to guide their customers from start to finish and maintain momentum when consumer interest wanes. Are you in this category as a financial services brand? If so, are you curious about successful companies' strategies for keeping their customers engaged throughout complex processes? Tom Anderson, an expert in the financial services world, describes the intertwined challenges of customer engagement and conversion in the financial services industry. He discusses the meticulous process of trial and error that led to the refinement of user experience and customer journey on freefinancialplan.com. Additionally, he emphasizes the need for advisory services to step in where automation ends, nurturing client relationships through personalized follow-up and leveraging AI to create a more tailored experience. Tom’s approach focuses on data-driven methods and customer feedback to continuously improve engagement and satisfaction. In this episode of The Customer Wins, Richard Walker interviews Tom Anderson, Founder and CEO of Anasova, about creating effective customer engagement strategies in the financial services sector. Tom discusses how Anasova is redefining financial planning by connecting advisors with actionable data, how it identifies customer engagement patterns by analyzing sample data, and how advisors can nurture client relationships through continuous outreach.

Richard Walton is the Founder of Outsell Sales, a B2B marketing and sales company specializing in high-ticket item sales. With over 20 years of entrepreneurial experience, he has built and scaled numerous multimillion-dollar ventures. Richard's expertise lies in outselling competitors, turning sales feedback into valuable insights, and developing sales teams across different industries, including remote management. In addition to his business acumen, he dedicates time to public speaking and content creation, focused on sales strategies for robust business growth. His approach emphasizes deep customer understanding, operational focus, and the courting of top talent to ensure organizational success. In this episode… Are you tired of sifting through generic sales advice that doesn't fit your high-ticket B2B business model? Do you need a laser-focused strategy to connect with customers at a deeper level and drive your sales through the roof? B2B sales expert Richard Walton delves into the secrets behind thriving in high-ticket B2B sales. He shares the significance of saying no and how a nuanced understanding of customer needs and a specialist's focus can help businesses attract A-players and command respect and attention in the marketplace. He emphasizes the critical role of patience and perseverance in nurturing potential client relationships over time, trusting the sales process rather than pushing for immediate results. Richard reveals how marketing is foundational in setting customer expectations and ensuring alignment from the first point of contact. In this episode of The Customer Wins, Richard Walker interviews Richard Walton, Founder of Outsell Sales, about effective B2B marketing and sales strategies. Richard discusses how Outsell Sales helps companies with their B2B sales, why saying no can lead to increased revenue and organizational focus, patience and persistence as key components to shorten the B2B sales cycle, and the value of building trust with potential customers through non-sales interaction.

Geoff Woods is the Founder of AI Leadership, a company helping leaders harness AI to make faster, smarter strategic decisions. He is a true visionary in artificial intelligence and its applications for enhancing leadership. With prior experience as the Chief Growth Officer at Jindal Steel & Power, he was instrumental in the company's market capitalization growth from $750 million to over $12 billion in just four years. Geoff also co-founded a training and consulting company and has impacted businesses with revenues ranging from $10 million to $60 billion with his coaching and advice. As the author of The AI-Driven Leader, he aims to empower business leaders to think strategically and accelerate growth through AI. In this episode… In the race to outpace competitors, artificial intelligence is the secret weapon that will redefine leadership and business strategy. AI could be more than a convenient tool, transforming average performers into strategic powerhouses. However, how does one navigate and harness this tidal wave of technological advancement? Geoff Woods, a thought leader in AI, discusses harnessing AI to accelerate strategic thinking and company growth. He provides insights into the true potential of AI, sharing his expertise on using AI as a thought partner for leaders and how he leverages its immense knowledge database for strategic advantage. With a background in leading substantial growth for businesses, Geoff now directs his efforts toward showing leaders how to employ AI to streamline operations and foster disruptive results without disrupting their organizations. In this episode of The Customer Wins, Richard Walker interviews Geoff Woods, Founder of AI Leadership, about utilizing AI for strategic leadership. Geoff discusses how AI Leadership transforms leaders into strategic thinkers, the necessity for leaders to enhance their AI literacy, the importance of detailed communication with AI for effective results, and AI model recommendations for making AI your thought partner.

Kate Guillen is the Founder of Simplicity Ops, a firm on a mission to help advisors grow and scale their businesses while delivering exceptional client service experience. She is an accomplished operations expert with over ten years in the investment management industry. Kate simplifies systems and standardizes operations to improve the service experience and support growth for financial advisors and their teams. With her deep passion for technology optimization in client service, she has partnered with over 50 firms, instilling efficient practices for increased profitability. Kate leverages powerful tools like CRMs to transform business operations and enhance scalability. In this episode… In many businesses, operations and client service are interconnected in ways that can be easily overlooked. Is there a specific process to enhance efficiency and customer satisfaction by making internal system adjustments? Kate Guillen, an expert in refining operations and enhancing the client experience for financial advisory firms, delves deeply into CRM systems and how leveraging them properly can be a game-changer for businesses. She breaks down her approach, emphasizing the significance of standardizing operations, automating processes, and focusing on client service as the cornerstone of business growth. Kate also asserts that a well-designed CRM system can elevate a company's operations while fostering team confidence and client trust. In this episode of The Customer Wins, Richard Walker interviews Kate Guillen, Founder of Simplicity Ops, about fine-tuning the operational heart of financial services. Kate talks about Simplicity Ops and the importance of CRM optimization in delivering exceptional client service, overcoming the challenges of adapting a CRM to meet specific business needs, and the stages of CRM evolution from a basic tool to a comprehensive workflow system.

Praveen Ghanta is the Co-founder and CEO of Fraction, which specializes in pairing businesses with top-notch fractional technical talent in the United States. He is a seasoned entrepreneur who founded four companies, with two successful exits, including the sale of HiddenLevers to Orion in 2021. Praveen is adept at leveraging senior expertise to enhance software development productivity and firmly believes in the potential of AI to transform the field. As an experienced bootstrap entrepreneur, he understands leveraging fractional workforces to accelerate business success. In this episode… When navigating the choppy waters of startup growth, many founders find themselves grappling with talent acquisition. Skilled individuals often command high salaries or are already engaged elsewhere, posing a significant hurdle. But what if there was a way to tap into this talent pool without traditional constraints? Serial entrepreneur Praveen Ghanta reveals how fractional hiring has become the lighthouse guiding businesses to safe harbor. He draws on his own experiences with his company, HiddenLevers, to illustrate the power and flexibility of working with fractional talent. Additionally, he discusses how Fraction connects businesses with senior-level experts for part-time work, enhancing productivity and saving costs. Praveen also dives into AI's exciting role in software development, sharing insights on its ability to accelerate the engineering process when paired with experienced minds. In this episode of The Customer Wins, Richard Walker interviews Praveen Ghanta, Co-founder and CEO of Fraction, about revolutionizing team dynamics and productivity. Praveen discusses how Fraction is revolutionizing the hiring of fractional talent, myths and misconceived notions about fractional hiring, and the importance of integrating fractional talent into your team's culture.

Abby Morton is the Director of Customer Success at Elements, a fintech software company, where she's played various vital roles, including Chief of Staff and Marketing and Partner Manager. Starting her career as an analyst at Goldman Sachs, Abby earned her CFP and devoted herself to advocating for positive employee experiences as a pathway to customer satisfaction. At Elements, she champions the importance of financial health through innovative technology, turning complex financial data into digestible and actionable metrics for advisors and clients. With a strong foundation in financial advising at Dentist Advisors, Abby brings her extensive experience and proactive mindset to every client interaction, ensuring the success of Elements' mission and the well-being of its stakeholders. In this episode… Want to know how financial health can be more than just an emergency fund and a pension plan? What if there was a way to measure financial vitality through simple, understandable metrics? How does a FinTech company operate on the fine line between innovation and established wisdom to promote client well-being? Certified Financial Planner Abby Morton dives into how Elements equips financial advisors with novel tools to distill complex financial concepts into tangible, easy-to-grasp data for clients. She emphasizes the value of treating employees well to ensure they deliver the best customer experience. She also discusses the potential of AI in customer interactions and the continuous effort to improve customer experiences by staying attuned to their evolving needs. In this episode of The Customer Wins, Richard Walker interviews Abby Morton, Director of Customer Success at Elements, about the innovative ways of transforming financial planning. Abby discusses how Elements helps clients assess their financial health, its 12 financial metrics to provide tailored financial advice, the potential of AI in enhancing customer experience, and the correlation between employee happiness and customer satisfaction.

Robert Sofia is the Co-founder and CEO of Snappy Kraken, an award-winning marketing platform for financial advisors. With two decades of experience, he has served thousands of companies across the financial services spectrum. A former marketing agency owner, Robert has since focused on empowering advisors with technology-driven marketing tools. He is the author of four books, including the bestseller Blend Out, and is passionate about helping consumers, advisors, and enterprises achieve their financial goals. In this episode… Engaging prospects and converting leads can be complex, especially for financial advisors. With scattershot marketing strategies and a lack of clear guidance, many advisors struggle to grow organically. Where can they get powerful, technology-driven solutions that foster organic growth and stronger client connections? Digital marketing expert in the financial services industry Robert Sofia discusses revolutionizing marketing for financial advisors. He dives deep into the success secrets behind the industry's best performers. Robert shares compelling data on how specific outreach methodologies like SEO strategies, targeted text messaging, and personalized video content can dramatically bolster a company's growth. He also delves into the future of marketing, discussing AI's role in crafting even more engaging, authentic content for consumers. In this episode of The Customer Wins, Richard Walker interviews Robert Sofia, Co-founder and CEO of Snappy Kraken, about creating tailored marketing strategies as an advisor. Robert discusses the multilayered approach Snappy Kraken takes to support consumers and advisors, how it differentiates from traditional marketing agencies, prevents content saturation, and the future of AI in marketing.