The Customer Wins

Geoff Moore is the CIO of Valmark Financial Group, a financial services agency working exclusively with entrepreneurial wealth management firms to meet its clients' unique and ever-changing needs. He leads a team of experts who use technology to solve business challenges and manage the cybersecurity of Valmark and its member firms. Geoff has over 20 years of experience in technology and financial services and was selected to the Surge Ventures Industry Council for his expertise in cybersecurity for financial service firms in 2022. In this episode… AI is rapidly transforming financial services, but many advisors and organizations still struggle to move beyond basic tools and experiments into reliable, secure automation. With questions around compliance, human judgment, technical complexity, and whether to build or buy AI solutions, how can firms turn AI's potential into practical business value? Geoff Moore, an expert in financial services technology, cybersecurity, and AI implementation, recommends focusing on practical use cases that increase capacity rather than on replacing human expertise. He emphasizes keeping humans involved when judgment matters, validating AI outputs, establishing safety and compliance guardrails, and getting technical assistance to move promising automations across the 15-yard line to completion. Geoff also suggests treating organization-wide AI skills like software, using practices such as source control, while exploring advanced tools, connectors, and workflows to deliver greater productivity. In this episode of The Customer Wins, Richard Walker interviews Geoff Moore, Chief Information Officer at Valmark Financial Group, about practical AI adoption in financial services. Geoff also discusses the 15-yard line problem, AI compliance and security, and the future of connected AI-powered systems.

Dennis J. Moore is the CEO of the Financial Planning Association (FPA), the leading membership organization and trade association for CFP professionals and others involved in the financial planning process. Under his leadership, FPA helps financial planners grow through practice support, education, advocacy, and professional networking while advancing the profession. Dennis brings more than two decades of service to the FPA, including roles as Chief Operating Officer, Interim CEO, National President, and local chapter leader. A CFP professional and former wealth management executive, he has gained recognition in publications such as InvestmentNews 40 Under 40 and FA Magazine's 10 Young Advisors to Watch. In this episode… Financial planning continues to be widely misunderstood as little more than investment management. Meanwhile, financial professionals are navigating increasing disruption from artificial intelligence, social media, and evolving client expectations. To remain relevant and competitive, the profession must attract and develop a new generation of advisors while clearly demonstrating the enduring value of trusted, human-centered relationships. How can financial planning continue to evolve while keeping trust and personal connection at its core? Dennis Moore, a certified financial planner and association executive, explains that strengthening the profession begins with supporting advisors through education, advocacy, networking, and practical business resources. He encourages firms to focus on behavioral skills alongside technical expertise, embrace AI as a tool to improve efficiency rather than replace advisors, promote financial literacy, and create stronger pathways for students and career changers to enter the profession. Dennis also emphasizes staying disciplined around organizational priorities, building meaningful professional communities, and continually reinforcing the human value financial planners bring to clients. In this episode of The Customer Wins, Richard Walker interviews Dennis J. Moore, CEO of the Financial Planning Association, about strengthening the financial planning profession through leadership, education, and human connection. Dennis discusses attracting the next generation of financial planners, using AI to enhance advisor-client relationships, and maintaining strategic focus while growing a mission-driven organization.

Sasha Strauss is the Founder and Chief Brand Officer of Innovation Protocol, a brand strategy consultancy that helps organizations define, strengthen, and communicate their identities with clarity and purpose. Since founding the firm in 2006, he has advised leading organizations, including Google, Disney, LEGO, PayPal, and Nestlé, on brand strategy and leadership communications. Sasha is also a longtime graduate professor of brand strategy at UCLA, USC, and UC Irvine, where he teaches the next generation of business leaders. An internationally recognized speaker, he shares insights on branding, leadership, and AI-driven strategy with organizations and conferences worldwide. In this episode… Successful businesses often struggle to clearly communicate what sets them apart, leading to inconsistent customer experiences, reduced trust, and missed opportunities. As AI reshapes how people discover and evaluate companies, organizations also face the challenge of maintaining authenticity as they adopt new technology. How can businesses build a brand that customers trust without losing their human identity? Sasha Strauss, a brand strategy expert and educator, explains that a strong brand is built on a consistent promise that is reflected in company culture, employee behavior, and every customer interaction. He recommends defining a clear brand identity through research and competitive analysis rather than guesswork, ensuring employees understand and embody the brand, and training AI tools to communicate in ways that align with an organization's values and voice. Sasha also shares how AI can accelerate research, personalize content, and improve customer experiences while reinforcing — not replacing — human expertise and creativity. In this episode of The Customer Wins, Richard Walker interviews Sasha Strauss, Founder and Chief Brand Officer of Innovation Protocol, about building trusted brands in the age of AI. Sasha discusses why company culture and brand are inseparable, how businesses can use AI to strengthen customer trust, and why authentic human creativity remains a competitive advantage.

Gareth Lewis is the Chief Business Officer at Helm, a fintech company providing unified infrastructure and workflow technology for capital raising, investor management, and private markets operations. He co-founded Delio in 2015, growing it into a leading private markets platform used by financial institutions across multiple countries before its acquisition by iAltA Holdings and integration into Helm. A qualified Chartered Accountant, Gareth previously held corporate finance and M&A roles at IBM, Ernst & Young, and Convex Capital. Today, he helps financial firms modernize private markets infrastructure with scalable, AI-enabled technology that improves advisor and investor experiences. In this episode… The rapid growth of private markets has exposed outdated systems, fragmented workflows, and inefficient client experiences, making it difficult for financial firms to scale. Many organizations struggle to balance flexibility, compliance, and operational efficiency while also adapting to the growing influence of AI. How can firms modernize their infrastructure without sacrificing the unique needs of their advisors and clients? Gareth Lewis, a private markets technology and financial infrastructure expert, explains how building configurable operating systems instead of rigid software enables firms to create better advisor and investor experiences. He shares why maintaining a customer-first mindset, embracing continuous collaboration through an always-on implementation approach, and staying focused on core strengths lead to stronger long-term partnerships. Gareth also discusses using AI to accelerate product development, improve internal efficiency, and enhance advisor workflows while allowing firms to maintain control of their customer experience. In this episode of The Customer Wins, Richard Walker interviews Gareth Lewis, Chief Business Officer at Helm, about transforming private markets infrastructure through customer-focused technology. Gareth discusses the benefits of configurable software platforms, the impact of AI on product development, and the leadership lessons that shaped his entrepreneurial journey.

Mikhail Ruchkin is the CEO of Innovative Digital Transformation, an AWS Advanced Tier Services Partner that helps organizations modernize their technology through cloud migration, cybersecurity, AI, and digital transformation solutions. He has more than 15 years of experience leading cloud strategy and security initiatives for startups, mid-sized businesses, and Fortune 500 companies. Before founding Innovative Digital Transformation, Mikhail held leadership roles in cloud security and IT, including serving as Director of Information Technology and Security at AWS consulting partner ClearScale. He is passionate about building long-term customer relationships, helping organizations innovate securely, and developing high-performing teams. In this episode… Many organizations invest heavily in cloud technology and AI but still struggle to deliver the business outcomes they expect because they focus on tools instead of people, trust, and long-term partnerships. As AI accelerates innovation, balancing rapid development with strong cybersecurity practices has become even more challenging. How can business leaders embrace new technology while building lasting customer relationships and maintaining security? Mikhail Ruchkin, a cloud strategy, cybersecurity, and digital transformation expert, explains that successful technology projects begin by understanding what customers truly need rather than simply delivering what they request. He shares why investing in people, mentoring future leaders, and treating every customer as a long-term partner creates stronger business outcomes. Mikhail also discusses practical ways organizations can adopt AI responsibly by implementing security guardrails, continuously reviewing their security posture, and educating employees to innovate safely without slowing progress. In this episode of The Customer Wins, Richard Walker interviews Mikhail Ruchkin, CEO of Innovative Digital Transformation, about building customer trust through cloud technology, AI, and cybersecurity. Mikhail discusses developing high-performing teams, knowing when to walk away from the wrong customers, and creating security-first AI practices that enable innovation without sacrificing long-term success.

Tonya Turrell is the Founder and CEO of TechnologyMatch, a buyer-first platform that connects IT leaders with technology providers through AI-powered matchmaking and demand generation. A three-time founder with two successful exits, she is known for challenging traditional lead-generation models and creating trust-based alternatives that prioritize buyer intent. Tonya has earned Inc. recognition on both the Inc. 5000 and Female Founders 250 for leadership and innovation. She also hosts the Between Fires and Futures podcast, where she explores IT leaders' changing role amid AI's growing influence. In this episode… Technology buyers today are inundated with sales outreach, making it harder to identify the vendors and solutions best suited for their business needs. At the same time, technology providers struggle to reach qualified prospects, and many sales teams miss opportunities by prioritizing the pitch over a deeper understanding of customer challenges. How can buyers and sellers create more meaningful connections that lead to better outcomes for everyone involved? Tonya Turrell, a technology marketplace innovator and demand-generation expert, explains how buyer-driven matchmaking can eliminate noise and streamline the technology purchasing process. She shares why authentic alignment between buyer needs and vendor solutions leads to higher conversion rates, how analyzing thousands of sales conversations revealed critical gaps in sales execution, and why customer experience should remain the priority throughout the buying journey. Tonya also discusses using AI-powered pre-sales intelligence, personalized research, and sales coaching tools to help representatives better understand prospects, build trust, and create long-term customer relationships. In this episode of The Customer Wins, Richard Walker interviews Tonya Turrell, Founder and CEO of TechnologyMatch, about transforming B2B technology buying through buyer-driven connections and AI. Tonya discusses building an IT buyer community, lessons learned from analyzing more than 30,000 sales calls, and leadership insights on transitioning from founder to CEO while scaling a growing business.

Brian Hyman is the Founder and CEO of High Meadow Solutions, a wealthtech advisory and consulting firm that helps wealth management organizations modernize their technology, optimize operations, and drive successful business outcomes. He founded the company to bridge the gap between strategy and execution, helping firms make better technology decisions and implement them effectively. Brian has deep expertise in digital transformation, CRM strategy, Salesforce, data management, and AI adoption within the financial services industry. Under his leadership, High Meadow Solutions has become a trusted partner for wealth management firms seeking to improve advisor experiences, streamline workflows, and accelerate growth. In this episode… Many organizations face challenges in delivering customer experiences as they scale their operations, especially when technology, processes, and people are misaligned. Leaders often invest heavily in software platforms but still face fragmented workflows, poor user adoption, and difficulty building lasting trust with customers. How can businesses create a culture and technology strategy that consistently drives customer success and long-term growth? Brian Hyman, a wealth technology consultant and business leader, explains that successful outcomes begin with trust, transparency, and strong company culture. He emphasizes hiring people who share the organization's values, empowering employees to take ownership, and creating clear growth opportunities that foster engagement and accountability. Brian also discusses the importance of building unified technology experiences, leveraging AI as a tool to enhance human capabilities rather than replace them, and maintaining structured systems that support both operational efficiency and meaningful client relationships. In this episode of The Customer Wins, Richard Walker interviews Brian Hyman, Founder and CEO of High Meadow Solutions, about building trust-driven customer experiences through culture and technology. Brian discusses creating a unified advisor experience, implementing AI responsibly to improve productivity, and why CRM platforms remain critical for maintaining data quality, operational structure, and long-term business growth.

Bob Serling is the Founder of Licensing Lab, a consulting firm that helps companies understand why customers buy and how to create marketing that drives more sales. He is a buying behavior specialist known for uncovering the real motivations behind customer purchasing decisions. Bob pioneered the Customer Created Framework, a customer-driven approach to developing products, offers, and marketing strategies. He has spent more than 35 years helping businesses improve customer experience, increase conversions, and accelerate growth. In this episode… Many businesses struggle to understand what truly motivates customers to buy. As a result, they create products, services, and marketing messages based on assumptions rather than real customer insights, leading to missed opportunities and underperforming campaigns. How can companies uncover what customers actually value and use that knowledge to drive growth? Bob Serling, a buying behavior specialist and founder, explains that the key is regularly speaking with customers to understand their experiences, frustrations, goals, and buying motivations. He recommends asking what challenges led customers to seek a solution, what alternatives they tried that failed, and which aspect of a product or service they would never want to lose. Bob emphasizes that businesses should focus on customer experiences rather than features, incorporate customer feedback into marketing and product development, and use AI as a research tool to supplement — not replace — direct customer conversations. In this episode of The Customer Wins, Richard Walker interviews Bob Serling, Founder of Licensing Lab, about uncovering the real reasons customers buy and using those insights to improve marketing and customer experience. Bob discusses why most marketing offers fail, how customer feedback can dramatically increase revenue, and the role AI can play in supporting customer research and market analysis.

David Reeve is the Founder and CEO of InvestorCOM, a compliance technology company that helps wealth management firms streamline regulatory requirements, investor disclosures, and retirement rollover processes. He has led the company for more than three decades, building long-term partnerships with leading financial institutions across North America. David leads InvestorCOM in delivering simple, advisor-friendly technology that improves compliance and enhances the client experience. He is recognized for his expertise in wealth management technology, regulatory innovation, and helping financial advisors become more productive and effective. In this episode… Financial advisors and wealth management firms face mounting pressure to balance regulatory compliance, investor protection, and operational efficiency. At the same time, emerging technologies like AI are rapidly changing how firms deliver services, manage risk, and support advisors. How can organizations simplify complex compliance processes while improving productivity and maintaining a high-quality client experience? David Reeve, a wealth management technology and compliance expert, shares how firms can address these challenges by focusing on simplicity, usability, and automation. He explains the importance of reducing friction in advisor workflows, creating clearer investor disclosures, and using AI to enhance productivity without compromising data security or regulatory requirements. David also discusses how firms can capitalize on retirement rollover opportunities, support advisor growth, and leverage technology to drive more effective client outcomes. In this episode of The Customer Wins, Richard Walker interviews David Reeve, Founder and CEO of InvestorCOM, about simplifying compliance and driving growth in wealth management. David discusses the impact of AI on advisor productivity, the importance of retirement rollover compliance, and strategies for achieving organic growth. He also explores advisor demographics, investor disclosures, and the future of technology-enabled financial advice.

Artem Koren is the Co-Founder and CPO at Sembly AI, an AI-powered meeting intelligence platform that helps teams capture, organize, and act on insights from conversations and meetings. He leads the company's product vision, building AI tools that improve collaboration, productivity, and decision-making for modern organizations. With a background in systems engineering, enterprise consulting, and product leadership, Artem specializes in creating human-centered AI solutions for the workplace. Since co-founding Sembly AI in 2019, he has helped pioneer innovations in meeting intelligence, AI teammates, and agentic workflows. In this episode… Businesses today are overwhelmed by meetings, information overload, and rapidly evolving AI technology. Many leaders struggle to understand how AI agents, automation, and large language models can improve productivity rather than add complexity. As AI transforms the way people work, how can organizations adapt quickly without losing the human element? Artem Koren, an expert in AI-powered productivity and meeting intelligence, explains how businesses can simplify workflows by using AI to capture, organize, and activate knowledge from conversations. He shares how organizations can embrace AI-first thinking, adopt agentic workflows, and redesign software experiences around collaboration between humans and AI agents. Artem also discusses the importance of building reliable AI systems, helping teams transition into new ways of working, and preparing for a future where agents communicate and solve problems autonomously. In this episode of The Customer Wins, Richard Walker interviews Artem Koren, Co-Founder and CPO at Sembly AI, about the rise of AI agents and the future of work. Artem discusses overcoming resistance to AI adoption, differences between frontier and open-source AI models, and how agent-to-agent collaboration will reshape enterprise software and productivity.

Paranj Patel is the Founder and CEO of ClearLines Group, LLC, a boutique regulatory and compliance advisory firm that helps broker-dealers, registered investment advisers, and fintech firms navigate complex regulatory environments. He brings more than 20 years of experience in financial services, including senior operational and compliance leadership roles at Prudential. Paranj previously served as Chief Compliance Officer for both a FINRA-registered broker-dealer and an SEC-registered investment adviser, where he led regulatory oversight, examinations, and compliance strategy. Today, he focuses on helping firms strengthen compliance programs, reduce regulatory risk, and align compliance with business growth. In this episode… Financial firms face growing pressure to balance regulatory compliance with customer experience, operational efficiency, and emerging AI risks. Many firms still rely on outdated forms, manual reviews, and reactive compliance processes that create friction for customers and increase business costs. How can firms modernize compliance while improving trust, reducing risk, and enabling growth? Paranj Patel, a compliance and regulatory leadership expert with more than 20 years in financial services, explains how firms can rethink compliance as a business enabler instead of a barrier. He shares why companies should simplify customer onboarding, remove unnecessary form fields, and focus on verified data at the point of collection to improve both compliance and customer experience. Paranj also discusses the future of AI-driven compliance, including real-time behavioral monitoring, automated oversight, fraud prevention, and AI governance frameworks that help firms minimize costs while strengthening regulatory controls. In this episode of The Customer Wins, Richard Walker interviews Paranj Patel, Founder and CEO of ClearLines Group, LLC, about using AI and smarter compliance strategies to improve customer experience and reduce regulatory risk. Paranj discusses data lineage and governance, preventing fraud in digital onboarding and e-signatures, and using real-time AI oversight to replace outdated compliance review processes.

Trunal Bhanse is the CEO of Clazar, a platform that helps software companies sell and grow revenue through cloud marketplaces like AWS, Azure, and Google Cloud. He previously held engineering leadership roles at Confluent, Airbnb, LinkedIn, and Yahoo, where he specialized in marketplaces, billing systems, and product growth. At Confluent, Trunal led teams focused on cloud marketplaces and monetization infrastructure, which inspired the creation of Clazar. Today, he helps SaaS companies simplify cloud marketplace operations, accelerate go-to-market execution, and improve customer experience. In this episode… Selling software through cloud marketplaces can create unexpected operational and technical challenges for growing SaaS companies. Many businesses struggle not only with getting listed on platforms like AWS, Azure, and Google Cloud, but also with turning those listings into scalable revenue channels while maintaining strong customer experiences. How can companies simplify marketplace operations while staying customer-focused in an increasingly AI-driven world? Trunal Bhanse, an expert in cloud marketplaces, SaaS growth, and customer experience design, shares practical insights for building scalable go-to-market systems and customer-first company cultures. Drawing from his experience at major technology companies, he explains the importance of educating customers, creating operational efficiency, and obsessing over user experience at every stage of the customer journey. Trunal also discusses how leaders can use AI to improve efficiency without losing the human connection that builds trust and long-term customer relationships. In this episode of The Customer Wins, Richard Walker interviews Trunal Bhanse, CEO of Clazar, about scaling SaaS growth through cloud marketplaces and customer experience. Trunal discusses lessons learned from Airbnb's company culture, the balance between AI automation and human interaction, and how AI will reshape the future of software businesses and entrepreneurship.

Dan Lievens is the Founder and CEO of Share One, a platform that helps businesses capture authentic customer stories through scalable video testimonials. He is a serial entrepreneur who has founded more than a dozen companies across technology, marketing, and other industries. With decades of experience, Dan focuses on helping businesses build trust, increase conversions, and grow through real customer experiences rather than traditional marketing. He is also known for his work in trust-based or testimonial-driven marketing, emphasizing human connection in an AI-driven world. In this episode… Businesses are drowning in AI-generated content, making it harder than ever to stand out and build trust with customers. Traditional marketing methods are losing effectiveness as audiences grow skeptical of polished messaging and fake reviews. In a world where anyone can create content at scale, how can companies differentiate themselves and prove real value? Dan Lievens, a marketing innovator focused on authentic storytelling and customer experience, explains that the answer lies in capturing genuine human experiences. He emphasizes using video testimonials to showcase real customer transformations, prioritizing human-to-human interviews over automation. Dan also highlights structuring content for AI discoverability, such as adding FAQs and clear answers, while focusing on what AI cannot replicate — real stories. Additionally, he shares how strategically leveraging AI tools can streamline operations, reduce costs, and enable rapid innovation without sacrificing authenticity. In this episode of The Customer Wins podcast, Richard Walker interviews Dan Lievens, Founder and CEO of Share One, about building trust through authentic customer storytelling in an AI-driven world. Dan discusses AI's impact on marketing, scalable video testimonials, and rapid software development, along with insights on customer loyalty, human connection, and future digital experiences.

Jagdeesh Prakasam is the Founder and CEO of Qdeck, an AI-powered fintech platform that helps financial advisors automate workflows, analyze data, and deliver personalized client insights. He leads the company's vision and operations, building technology that modernizes how wealth managers serve clients and make investment decisions. Jagdeesh has a background in quantitative finance and previously served as CEO and Co-Chief Investment Officer at a hedge fund before launching Qdeck. Through Qdeck, he focuses on combining AI with financial expertise to improve client communication, efficiency, and outcomes in wealth management. In this episode… Financial advisors are overwhelmed by fragmented tools, manual workflows, and rising client expectations for fast, personalized communication. Many struggle to keep up with client inquiries, leading to poor engagement and even lost business. With client retention increasingly tied to responsiveness and experience, how can advisors scale communication and deliver better outcomes without adding more complexity? Jagdeesh Prakasam, an expert in AI-driven financial technology and workflow automation, explains how advisors can shift from traditional software models to outcome-focused solutions. He emphasizes layering intelligent systems on top of existing tools rather than replacing them, enabling faster adoption and less disruption. Jagdeesh highlights the use of AI agents to handle routine client inquiries, reduce email volume, and provide real-time, personalized responses. By implementing clear guardrails, audit trails, and human checkpoints, advisors can safely automate workflows while improving efficiency, accuracy, and client satisfaction. In this episode of The Customer Wins, Richard Walker interviews Jagdeesh Prakasam, Founder and CEO of Qdeck, about using AI to transform wealth management workflows and client experience. Jagdeesh discusses outcome-based pricing models, reducing client churn through better communication, and building trust with AI guardrails and transparency.

Suvrat Bansal is the Founder and CEO of Clarista, a platform that connects fragmented enterprise data and delivers real-time, AI-powered insights for faster decision-making. He is a seasoned data leader with over 25 years of experience transforming data into business growth across global financial institutions. Before founding Clarista, Suvrat held senior roles, including Chief Data Officer at UBS, as well as leadership positions at Credit Suisse and Morgan Stanley. He is known for building scalable data strategies and pioneering approaches that simplify complex data environments into actionable intelligence. In this episode… Organizations struggle to make sense of fragmented data spread across multiple systems, slowing decision-making and increasing operational costs. Traditional approaches rely on copying and restructuring data, which creates inefficiencies and risks around accuracy and security. With the rapid rise of AI, many leaders are left wondering, how can they unlock real-time insights without adding more complexity? Suvrat Bansal, a data and AI expert with decades of experience in global financial institutions, explains that the key is to rethink how data is accessed and used rather than how it is stored. He emphasizes a data-first mindset, where organizations connect and process data in real time instead of duplicating it across systems. Suvrat highlights the value of simplifying data access through business-friendly structures, automating workflows with AI, and aligning innovation with enterprise constraints like security and compliance. He also advises leaders to focus on outcomes and user experience, while gradually introducing change at a pace organizations can realistically adopt. In this episode of The Customer Wins podcast, Richard Walker interviews Suvrat Bansal, Founder and CEO of Clarista, about transforming enterprise data with AI. Suvrat discusses real-time data processing, eliminating data duplication, and balancing innovation with compliance.

Liz Fritz is the Co-Founder of F2 Strategy, a leading wealthtech consulting firm that helps wealth and asset management companies make better technology and business decisions. She is a seasoned marketing executive with nearly two decades of experience in the financial services industry, including leadership roles at prominent firms such as Wells Fargo, US Bank, and BNP Paribas. Liz specializes in brand strategy, marketing, and culture development, helping organizations translate strategy into growth and enterprise value. She is also a frequent industry speaker and advocate for advancing women in the wealthtech space. In this episode… Many firms struggle to balance technology adoption with maintaining strong human relationships and a clear brand identity. As tools evolve rapidly, especially with AI, businesses risk implementing technology for its own sake rather than enhancing customer experience and trust. How can organizations use technology strategically while staying authentic and customer-focused? Liz Fritz, a marketing executive and wealth management expert, explains that success starts with clarity of purpose and a deep understanding of the customer. She emphasizes defining a core mission to guide decisions, focusing on a specific target audience, and building an authentic brand that reflects both internal culture and external experience. Liz highlights that technology should streamline operations and free teams to build relationships, while consistent thought leadership, content, and credibility signals help businesses stand out — especially in an AI-driven search environment. In this episode of The Customer Wins, Richard Walker interviews Liz Fritz, Co-Founder of F2 Strategy, about building authentic brands and leveraging technology for growth. Liz discusses defining a clear purpose, aligning culture with brand, and using AI-driven marketing. She also shares insights on niche targeting, thought leadership, and creating trust-driven customer experiences.

Dr. Kara Hartl is the Founder and CEO of Troy Medical and Creator of the Rural Health Hub, which uses a hybrid telehealth model to connect rural communities with high-quality medical specialists and keep care local. She is a Harvard-educated physician and entrepreneur dedicated to improving access to care in underserved areas. After building a multi-specialty medical center in Alaska, Dr. Hartl saw firsthand the challenges rural patients face and set out to solve them. Today, she leads innovative efforts to expand specialty care, integrate technology, and improve health outcomes for millions of rural patients. In this episode… Millions of people living in rural communities face significantly worse health outcomes simply due to a lack of access to specialized care. Long travel distances, limited providers, and delayed treatment create a system where preventable conditions become life-threatening. As medical knowledge advances rapidly, how can high-quality care be delivered to underserved populations in a timely and sustainable manner? Dr. Kara Hartl, a physician and healthcare innovator specializing in rural care delivery, shares a model for bridging this gap by integrating telehealth with local clinical infrastructure. She explains how bringing remote specialists into existing rural clinics improves patient access while keeping care within the community. Dr. Hartl highlights the importance of aligning incentives across hospitals, providers, and payers to create a mutually beneficial ecosystem. She also emphasizes leveraging AI to support diagnosis and decision-making, enabling frontline providers to deliver higher-quality care without needing to master every specialty. In this episode of The Customer Wins, Richard Walker interviews Dr. Kara Hartl, Founder and CEO of Troy Medical, about transforming access to rural healthcare. Dr. Hartl discusses building a scalable healthcare marketplace, aligning financial incentives across stakeholders, and leveraging AI to enhance clinical decision-making.

Shawn Bowen is the CTO of Quik!, a company specializing in enterprise forms processing solutions that empower financial advisors and businesses to digitize workflows and automate complex form submissions. He brings over two decades of experience building high-performance software systems and leading engineering teams. Before joining Quik!, Shawn held leadership roles, including VP of Software Development and CTO at other technology organizations, where he developed advanced data and analytics platforms. At Quik!, he focuses on improving reliability, scalability, and customer experience through API-driven architecture, automation, and AI innovation. In this episode… Modern businesses rely heavily on complex software systems, yet even small disruptions can halt operations and frustrate customers. Maintaining reliability while continuously improving and scaling technology is a constant challenge. How can companies innovate rapidly without breaking the systems their customers depend on? Shawn Bowen, a seasoned technology leader and software architect, explains that the key lies in building strong feedback loops and resilient processes. He emphasizes conducting root-cause analysis after failures, implementing CI/CD pipelines with safeguards like contract and playbook testing, and deeply understanding how customers actually use products. Shawn also highlights AI's role as a force multiplier — helping teams improve code quality, accelerate development, and reduce errors — while stressing the importance of treating AI as a tool that still requires human oversight and context. In this episode of The Customer Wins podcast, Richard Walker interviews Shawn Bowen, CTO of Quik!, about improving customer experience through reliable software and AI innovation. Shawn discusses incident response culture, API consistency, and proactive testing. He also explores AI-driven development, developer productivity, and balancing innovation with stability.

Eden Ovadia is the Co-Founder and CEO of FINNY, an AI-powered platform helping financial advisors identify prospects, automate outreach, and grow their client base more efficiently. She leads the company's mission to solve the organic growth challenge in wealth management through data, machine learning, and automation. Eden has a background in software engineering and machine learning, and previously worked at Boston Consulting Group, focusing on financial institutions and private equity. In this episode… Financial advisors often struggle to grow their businesses efficiently, relying on outdated methods like referrals, manual prospecting, and fragmented data systems. This makes it difficult to consistently find high-quality clients and build meaningful relationships at scale. With increasing competition and rising expectations, how can advisors modernize their approach to growth and client engagement? Eden Ovadia, an expert in AI, data, and financial services, explains that solving this challenge starts with leveraging large-scale data and automation to identify high-potential prospects. She highlights the importance of combining public and proprietary data sources, continuously updating client insights, and using AI to surface timely opportunities. Eden also emphasizes automating repetitive tasks like outreach and follow-ups, while preserving human connection for relationship-building. Additionally, she encourages teams to adopt AI tools internally, break complex workflows into smaller tasks, and rethink growth strategies with a data-driven mindset. In this episode of The Customer Wins, Richard Walker interviews Eden Ovadia, Co-Founder and CEO of FINNY, about using AI to transform client acquisition and growth. Eden also discusses agentic workflows, the future of user interfaces, and how AI enables leaner teams.

Dr. Jon Randall is the Founder of XFA Coach, a coaching and consulting firm that helps financial advisors scale their practices and achieve extraordinary growth and profitability. He has been coaching and consulting top-performing advisors since 2004 and is recognized for helping firms overcome growth plateaus. Earlier in his career, he spent nearly two decades as a successful financial advisor, gaining firsthand insight into the challenges that advisors face. Dr. Randall is also a published author and holds a doctorate in performance psychology, which informs his approach to leadership and business growth. In this episode… Many financial advisors want to grow faster, attract better clients, and deliver a stronger client experience, but they often encounter hidden capacity limits. When teams are stretched too thin, growth stalls, service quality declines, and the wrong clients can consume excessive time. How can advisory firms scale without sacrificing the experience that drives referrals and long-term success? Dr. Jon Randall, a coach and consultant to financial advisors, explains that the first step involves identifying the real business constraint instead of chasing growth tactics too early. He recommends improving capacity before adding more clients, using segmentation to match service levels to client value, tracking revenue per client to spot unprofitable relationships, and narrowing into specific niches that make referrals and delivery easier. Dr. Randall also emphasizes consistent communication, thoughtful follow-up, and leveraging technology and AI to streamline admin work so advisors can focus more on meaningful client conversations. In this episode of The Customer Wins, Richard Walker interviews Dr. Jon Randall, Founder of XFA Coach, about scaling advisory firms through better capacity management and client experience. Dr. Randall also discusses niching down for stronger referrals, using CRM systems to create thoughtful client touches, and how AI can increase efficiency without replacing human relationships.

George Swetlitz is the Co-Founder and CEO of RightResponse AI, a reputation management platform that helps location-based businesses win more customers by improving their visibility and credibility through strategic responses to online reviews. He previously served as CEO of Alpaca Audiology, a private equity-backed healthcare business that grew to over 200 locations nationwide. Earlier in his career, George worked at McKinsey & Company and held leadership roles at Sara Lee before advising CEOs and private equity firms on operational strategy and profitability improvement. He currently focuses on helping businesses turn customer feedback into actionable insights that drive growth and better customer experiences. In this episode… Online reviews can quietly undermine marketing spend, customer acquisition, and local search visibility, especially for businesses with multiple locations. When responses are generic or missing, strong operations may still lose prospects to competitors with better reputations. How can businesses turn reviews from a reactive chore into a real growth strategy? George Swetlitz, an expert in AI-driven reputation management for location-based businesses, discusses practical ways to fix the problem. He emphasizes treating reviews as public marketing assets — encouraging positive feedback, responding in ways that highlight differentiators, learning from negative reviews, and using AI with guardrails to generate varied, accurate responses. George also highlights the value of combining response automation with human review for lower ratings, leveraging voice-of-customer analysis to spot patterns, and making review generation easier through text, email, and QR codes. In this episode of The Customer Wins, Richard Walker interviews George Swetlitz, Co-Founder and CEO of RightResponse AI, about using AI and customer reviews to drive growth. George also discusses why reputation affects conversion rates, how to keep AI responses accurate without sounding robotic, and what he learned as a non-technical founder building an AI-first business.

Andy Schwartz is the CEO and Managing Partner of OnePoint BFG Wealth Partners, a national wealth management and financial planning firm that provides personalized, goals-based fiduciary services to help individuals, families, and business owners manage and grow their finances. He co-founded the firm and brings over 40 years of experience as a CFP, focusing on helping clients build wealth, plan for retirement, and preserve their legacy. Under his leadership, the firm rebranded from Bleakley Financial Group to OnePoint BFG and has continued to expand its national presence and enhance its advisory capabilities. Andy is widely recognized in the industry for his client-centered approach and commitment to long-term financial partnerships. In this episode… In the financial services industry, leaders face mounting pressure to grow, adopt new technologies, and scale their firms without compromising client trust or company culture. Many advisors struggle with succession planning, enterprise value, and the fear that AI could replace rather than elevate their teams. How can firms expand responsibly while staying true to a client-first philosophy? Andy Schwartz, a veteran financial advisor and industry leader with over four decades of experience in wealth management, shares that growth must begin with mindset. He believes serving clients is a privilege and that deep listening builds lasting trust. Andy outlines three criteria for successful partnerships, including cultural alignment, measurable growth opportunity, and long-term economic upside. He emphasizes succession planning as a responsibility to clients, encourages leaders to share equity and reward teams generously, and views AI as a force multiplier that enhances service rather than replaces people. In this episode of The Customer Wins, Richard Walker interviews Andy Schwartz, CEO and Managing Partner of OnePoint BFG Wealth Partners, about scaling a wealth management firm without losing culture. Andy also discusses choosing the right private equity partner, building enterprise value through succession planning, and leveraging AI to elevate client service.

Adrian Johnstone is the Co-founder and CEO of Practifi, a performance optimization platform that transforms data into insights, action, and excellence at scale. Practifi helps wealth management firms go beyond traditional CRMs and redefine what's possible. With over 20 years of experience in wealth management, Adrian has an extensive background as a consultant and tech company founder, advising businesses on their technology, client experience, and regulation. He is also a renowned speaker at industry events in Australia and the United States. In this episode… AI is everywhere, and financial advisory firms feel intense pressure to adopt it fast. From note-taking bots to automated client communications, the promise of efficiency is seductive. But when technology moves faster than strategy, how do firms ensure AI enhances client relationships instead of eroding trust? Adrian Johnstone, a fintech executive and CRM innovator, explains that the key is starting with client outcomes, not shiny tools. He emphasizes listening closely to customers before building anything and focusing AI on high-impact areas like workflow automation and process standardization. Adrian advises firms to prioritize data integrity, use tight governance to prevent hallucinations, and require clear citations for AI-generated insights. He also encourages leaders to measure ROI rigorously, shut down tools that don't deliver value, and resist layering AI over broken systems. In this episode of The Customer Wins, Richard Walker interviews Adrian Johnstone, CEO of Practifi, about using AI responsibly in wealth management technology. Adrian discusses workflow automation, preventing AI hallucinations, and why fixing your data model matters more than chasing the latest AI trend.

Ian Karnell is the Co-founder and CEO of VastAdvisor, an AI-powered growth platform that helps RIAs and wealth management firms build scalable, compliant client acquisition systems. He has over 25 years of experience at the intersection of FinTech, SaaS, and digital marketing, leading innovations that combine technology with financial services growth strategies. Before founding VastAdvisor, Ian built one of the largest independent digital agencies in the US and held senior roles driving strategic initiatives at firms like Envestnet. He is focused on replacing traditional lead generation with AI-driven systems that lower acquisition costs and accelerate organic growth for advisory firms. In this episode… Many financial advisors rely heavily on referrals, but that strategy may not be enough in a rapidly changing market. With trillions of dollars shifting to digital-first generations, traditional growth tactics are becoming less predictable and harder to scale. How can advisory firms build a repeatable, data-driven growth engine that compounds over time instead of starting from scratch each year? Ian Karnell, an entrepreneur and AI strategist specializing in wealth management growth systems, explains that firms must move beyond lead brokers and manual marketing workflows. He emphasizes defining and refining ideal client profiles using data, activating emerging digital channels, and embedding governance into AI systems to ensure compliance and reliability. Ian also highlights the importance of human-in-the-loop controls, measurable learning loops, and compounding institutional knowledge to create a sustainable competitive advantage. By focusing on learning speed rather than just marketing output, firms can reduce acquisition costs and improve long-term growth outcomes. In this episode of The Customer Wins, Richard Walker interviews Ian Karnell, the Co-founder and CEO of VastAdvisor, about building AI-powered growth systems for financial advisors. Ian discusses governance-first AI design, orchestrating multiple agents instead of single tools, and turning marketing spend into compounding institutional knowledge.

Katie DeFeo is the Vice President and Chief Experience Officer of SunWest Federal Credit Union, a community-focused financial institution offering banking services such as loans, savings, and digital banking solutions. She leads efforts to enhance member experience by blending digital innovation with genuine human connection and clear communication. Katie champions authentic branding and customer-centric strategies to help SunWest stand out in a competitive financial landscape. Her leadership also drives the credit union's digital transformation initiatives, which aim to deliver personalized and efficient services to members. In this episode… Many financial institutions pride themselves on strong service and long-standing member relationships. But in today's digital, fast-moving world, good service is no longer a differentiator. When technology, culture, and processes lag behind member expectations, friction builds and growth stalls. How can organizations evolve without losing the human connection that made them successful in the first place? Katie DeFeo, a financial services executive specializing in member experience, culture transformation, and digital innovation, explains that real change starts internally. She emphasizes that culture must come before strategy, aligning every employee's role to a clear purpose and member impact. Katie advocates for regularly ripping apart processes to uncover friction, mapping the full customer journey, and fixing breakdowns before they cost revenue. She also shares how humanizing AI, owning mistakes publicly, and inviting direct member feedback can rebuild trust and drive smarter innovation. By blending transparency, accountability, and intentional leadership, she shows how organizations can modernize without sacrificing authenticity. In this episode of The Customer Wins, Richard Walker interviews Katie DeFeo, Vice President and Chief Experience Officer of SunWest Federal Credit Union, about transforming member experience through culture and innovation. Katie discusses humanizing AI with transparency, eliminating friction in lending processes, and building purpose-driven teams that fuel sustainable growth.

Bill Cates is the Founder of Referral Coach International, a company that helps professionals grow their business by generating referrals and personal introductions through proven relationship marketing systems. He is a bestselling author of several books on referrals and business growth, including Get More Referrals Now and Radical Relevance. Bill has spent over 25 years helping thousands of financial professionals and business owners move from incremental to exponential growth by improving client engagement and communication. He also hosts the Top Advisor Podcast and founded The Cates Academy for Relationship Marketing. In this episode… Many professionals struggle to grow through referrals without feeling awkward, pushy, or inauthentic. At the same time, deeply held money beliefs — often shaped by fear or scarcity — can quietly sabotage both personal finances and client relationships. How can leaders overcome these hidden barriers to build trust, growth, and lasting wealth? Bill Cates, a referral expert, bestselling author, and coach to financial advisors, explains that referrals still dominate how people choose advisors — but only when handled with empathy and intention. He emphasizes shifting from asking to creating natural introductions, planting referral seeds through service, and aligning growth strategies with how clients want to connect. Bill also highlights the importance of understanding money mindsets, recognizing the emotional stories behind financial decisions, and transforming fear-driven behaviors into confident actions through education and awareness. In this episode of The Customer Wins podcast, Richard Walker interviews Bill Cates, Founder of Referral Coach International, about growth through referrals, money mindset, and client trust. Bill discusses why introductions outperform leads, how scarcity thinking affects advisors, and how storytelling can reshape beliefs about money.

Chirag Gandhi is the Co-founder and CEO of Mili, an AI-powered platform that automates administrative workflows for financial advisors, helping them save time and focus on client relationships. Under his leadership, Mili has raised funding and expanded its enterprise AI platform in the wealth management space. Chirag previously worked in venture capital and growth equity, where he helped raise and manage significant investment funds, gaining deep experience in financial services. Before founding Mili, he held roles in investment firms and served as an angel investor supporting early-stage startups. In this episode… Financial advisors are overwhelmed by administrative work, fragmented systems, and rising expectations to adopt AI — without compromising compliance or client trust. Many teams experiment with AI tools, only to find they don't fit real workflows or create new risks. How can firms use AI to save time and scale impact without losing control? Chirag Gandhi, a fintech entrepreneur and AI systems expert, explains how advisory firms can apply AI in practical, compliant ways by focusing on workflow-specific automation. He emphasizes starting with meetings as a data source, using real-time note structuring, and integrating deeply with existing systems rather than layering generic tools. Chirag also shares why safe design choices, human-in-the-loop oversight, and clarity on build-versus-buy decisions are critical to making AI actually work in regulated environments. In this episode of The Customer Wins, Richard Walker interviews Chirag Gandhi, Co-founder and CEO of Mili, about applying agentic AI in financial services. Chirag discusses designing compliant AI systems, deciding when to build versus buy AI tools, and how agents can automate tasks while preserving human relationships.

Ellen Rogin is a CPA, CFP, and financial intuitive at Create Great, a company dedicated to helping people transform their relationship with money and build lasting prosperity. She combines decades of experience as a traditional financial advisor with her intuitive insights to guide clients toward greater financial confidence and abundance. Ellen is a New York Times bestselling author and sought-after speaker whose work has been featured on major media outlets and helps individuals and entrepreneurs reshape their money mindset. Her approach focuses on easing money stress, expanding wealth potential, and empowering people to use money as a force for good. In this episode… Many people believe that earning more money will automatically reduce stress and create happiness, yet financial anxiety often persists no matter how much income grows. Deep-rooted money beliefs formed early in life can quietly drive worry, overwork, and dissatisfaction. How can individuals change their relationship with money so that it feels supportive and empowering rather than stressful? Ellen Rogin, a CPA, CFP, and financial intuitive, explains that lasting financial well-being starts with awareness of money beliefs and emotional patterns, not just numbers. She encourages noticing the language people use around money, replacing worry with clarity, and questioning beliefs like money must be hard to earn. Ellen also highlights practical steps such as journaling for insight, balancing generosity with self-care, and using intuition alongside logic to make aligned financial decisions. In this episode of The Customer Wins, Richard Walker interviews Ellen Rogin, financial intuitive at Create Great, about transforming one's relationship with money. Ellen discusses financial intuition, reshaping money beliefs, and the impact of generosity, while also exploring ancestral money patterns, mindful language, and her four-step prosperity framework.

Jason Early is the Founder and CEO of RISR, a wealthtech platform that helps financial advisors support business owners with business valuation, succession, exit planning, and risk clarity. With extensive experience in financial services, he has dedicated his career to building innovative tools and solutions for advisors and the clients they serve. RISR was recognized by Investment News as Best New Technology, and Jason was named to the publication's 40 Under 40. Before founding RISR, he held advisory leadership roles and served as President of a wealth technology firm specializing in private company valuation services. In this episode… Business owners often have most of their wealth tied up in their company — but many don't know what their business is really worth or how it fits into their retirement, estate, and legacy plans. Advisors frequently treat the business like a plug-in number, which can lead to misguided planning and missed opportunities. How can advisors bring real clarity, reduce risk, and help business owners plan for a successful exit? Jason Early, a wealthtech founder and longtime financial services leader, explains that effective advice starts with true business clarity: establishing the current value of the business and the value it needs to reach to support goals like retirement and philanthropy. He recommends guiding owners to identify and mitigate both equity risk and operational risk. Jason also emphasizes planning early, operating the business as if it's always ready to sell, and building a succession or exit plan since most businesses don't successfully transact. In this episode of The Customer Wins, Richard Walker interviews Jason Early, Founder and CEO of RISR, about helping advisors deliver better outcomes for business owners. Jason shares insights on business valuation clarity, risk reduction, and exit planning. He also discusses tax planning trends, how AI is changing software building, and the mentors who shaped his leadership.

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.

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.