Mission: Ops possible. By Forest Admin

Mission Ops: PossibleA podcast where top Ops leaders share strategies, challenges, and lessons from the field.https://www.forestadmin.com/blog/tag/podcast------Episode 10Guest: Amaury de Closset, CEO at LimioHost: Guillaume, Head of Marketing at Forest Admin------00:00 Episode 10 - Amaury @ Limio - Speaker Focus00:59 Introduction to the Guest and Limio02:02 The Journey of Limio: From Customer Experience to Subscription Management03:57 Operational Challenges and Solutions in Subscription Commerce05:24 Exploring AI in Subscription Commerce through a Hackathon07:00 Hackathon Insights and AI Integration08:45 AI becoming a Channel and part of the Experience11:13 Fighting Churn and Cancellation at American Express and Salesforce12:57 Negotiating with Robots, a New Skill13:50 Ops and Support Tactics in Startup - Supporting with a team of one18:13 Future of AI in Operations and Final Thoughts

Mission Ops: PossibleA podcast where top Ops leaders share strategies, challenges, and lessons from the field.https://www.forestadmin.com/blog/tag/podcast------Episode 9Guest: Martin Bouvier, Head of Customer Onboarding at QontoHost: Guillaume, Head of Marketing at Forest Admin------00:00 Introduction00:52 Meet Martin Bouvier from Qonto01:40 Understanding Qonto's Onboarding Process02:51 Challenges in Onboarding and Compliance04:41 Implementing Forest Workflows05:35 Benefits of Forest Workflows06:38 Pilot Project in Belgium09:28 Standardizing Procedures Across Markets11:13 Impact on Onboarding Teams16:38 Future of Forest Workflows and AI Integration18:02 Conclusion and Final Thoughts

Forest Admin's Podcast: "Mission Ops: Possible"A podcast where top Ops leaders share strategies, challenges, and lessons from the field.https://www.forestadmin.com/blog/tag/podcast------Episode 8Guest: Sophie Ruddock, COO at EmpathyHost: Guillaume, Head of Marketing at Forest Admin------00:00 Intro01:46 The Draw of mission-driven opportunities03:52 The roles of human and technology in the service05:10 Drawing a line in the use of automation06:43 The reach of Empathy08:53 Scaling while keeping high NPS10:47 Building in house and partnering with best-in-business solutions for Tech11:17 Using Tech to build comprehensive journeys and experiences12:33 Breaking silos and having teams work side-by-side14:01 How Tech is enabling Empathy's Care Managers15:38 The knowledge center to deal with complexity with speed16:26 Designing and deploying AI with intention and caution17:27 Where Empathy is deploying AI

Forest Admin's Podcast: "Mission Ops: Possible"A podcast where top Ops leaders share strategies, challenges, and lessons from the field.https://www.forestadmin.com/blog/tag/podcast------Episode 7Guest: Alexandre Criseo, Director of Support & Operations at FintectureHost: Guillaume, Head of Marketing at Forest Admin------00:00 Introduction03:19 Alexandre's career evolution at Fintecture04:28 Addressing challenges in Customer Support 06:17 A Product-mindset approach to improving Support08:02 Focusing on automation and internal software08:49 The required long-term investment on Support10:29 AI as a game changer for non-tech leaders12:55 Fintecture's tools and Ops stack13:44 Data and Integration15:44 Capturing knowledge in Support teams18:58 Limitations and Opportunities of AI in Fintech21:53 Getting the team on the AI bandwagon22:40 AI will become a mandatory skill in Ops23:27 AI is not just transforming the workplace but empowering employees

Forest Admin's Podcast: "Mission Ops: Possible"A podcast where top Ops leaders share strategies, challenges, and lessons from the field.https://www.forestadmin.com/blog/tag/podcast------Episode 6Guest: Artemis Llamosi, CTO at InarixHost: Guillaume, Head of Marketing at Forest Admin------00:00 Introduction01:14 Artemis' path to Inarix02:39 The story of Inarix06:25 How Inarix makes its tech simple to use for end users07:50 The stack Inarix is using in AI and tooling10:25 Artemis' favourite features in Forest Admin12:04 Cascading business logic  from internal tools to users12:49 The approach to a lean support team - training and preparing everyone14:40 The importance of preparation and tooling for troubleshooting16:51 With AI, it's best to start big, because it needs data17:31 Also using AI for coding and documentation18:02 LLM's are instrumental to digitalize agriculture19:16 Unlocking new innovations through more data20:36 Gearing for international in translating and tooling with AI22:19 Adjusting and automating to tackle small business24:01 Using AI as the interface or training for the interface24:44 Last tip? Stay a beginner and listen to people.

Forest Admin's Podcast: "Mission Ops: Possible"A podcast where top Ops leaders share strategies, challenges, and lessons from the field.https://www.forestadmin.com/blog/tag/podcast------Episode 5Guest: Nathanaël Romano, CTO & Cofounder at DiftHost: Guillaume, Head of Marketing at Forest Admin------00:00 Full Version w speaker focus - May 13, 202500:59 Nathanael's Introduction01:57 Dift's mission and presentation03:05 The problems Dift tackles in fundraising04:46 The different programs at Dift07:29 The Accor ALL Success Story: cobuilding loyalty giving10:12 The KPI's Dift and its customers are looking atz14:03 Keeping the human aspect in working with nonprofits22:18 Tip to build a post-AI team and mindset22:59 Detecting what can be well automated with LLM's23:42 "Don't write long stuff with LLM's"27:20 The tools Dift Ops are using29:28 How the usage of Forest Admin evolved as the team grew31:22 Final tips on Ops tooling and AI

Forest Admin's Podcast: "Mission Ops: Possible"A podcast where top Ops leaders share strategies, challenges, and lessons from the field.https://www.forestadmin.com/blog/tag/podcast------Episode 4Guest: Jonathan, Sr Engineering Manager at BelvoHost: Guillaume, Head of Marketing at Forest Admin------00:00 Introducing Jonathan @ Belvo01:34 Jonathan's journey before Belvo02:39 Belvo's mission04:12 Friction-free payment in Mexico06:32 Mindset while scaling payments at Belvo08:43 Staying practical and balancing choices to deliver09:43 The biggest challenge scaling the payment product11:23 Operating principles in scaling Ops12:33 Using Forest Admin as the central tool for Ops15:00 Why they chose Forest Admin16:55 Continuously learning on AI18:17 Being intentional about innovation19:38 Examples of using Data and AI20:45 Entrepreneurial mindset to keep ahead21:47 The qualities of people in Customer Operations23:15 The "Get it done" mindset24:07 Invest time to make time25:24 Defining Customer Engineering

Forest Admin's Podcast: "Mission Ops: Possible"A podcast where top Ops leaders share strategies, challenges, and lessons from the field.https://www.forestadmin.com/blog/tag/podcast------Episode 3Guest: Maxime de Juniac, Chief Service Officer at SwanHost: Guillaume, Head of Marketing at Forest Admin------00:00 Introduction00:51 Introducing Maxime @ Swan02:08 About Swan 03:04 Swan's partner model03:55 Embedding Swan in B2B Services05:14 What the new funding round means for Ops07:02 The challenges of Fintech Ops08:42 An example of fraud check09:58 Adapting fraud checks to profiles10:45 The biggest opportunies in Fintech Ops12:05 Doing KYC/KYB with less friction13:22 Bringing Automation and AI in Ops15:46 How Swan Ops approach automation17:53 The evolutions of Ops jobs19:23 Growing the ops team capacity20:14 Building a team of experts using AI22:10 The tools of the Swan Ops team23:44 The Ops is autonomous for its tooling24:49 Autonomy as a key success factor for Ops26:22 AI adoption in the Ops team27:02 How the Ops team is organized at Swan28:32 The profile of modern Ops people30:37 Shopify's CEO's memo on AI adoption31:46 What it takes to be hired in Ops today33:04 Training in Ops34:28 The future of Fintech Operations36:10 The use of AI and social by fraudsters38:23 The best tip for someone joinign in Ops

Forest Admin's Podcast: "Mission Ops: Possible"A podcast where top Ops leaders share strategies, challenges, and lessons from the field.Episode 2Guest: Antoine, CEO and Cofounder at MottoHost: Guillaume, Head of Marketing at Forest AdminIn this episode of 'Mission: Ops Possible,' host Guillaume talks with Antoine Bouttier, co-founder and CEO of Motto, about his journey from venture capital to the creation of Motto, an electric bike subscription service. Antoine shares his experiences working with startups, notably Bird, and how these shaped his vision for Motto. The discussion delves into the challenges of launching Motto, dealing with bike thefts, and the importance of integrating effective tech solutions in operations. Antoine emphasizes the significance of a solid operations strategy, the evolution from a hardware-focused to a software-centric model, and innovative uses of AI in maintaining their knowledge base. The episode also explores team management, operational efficiency, and scalability in the mobility sector.00:54 Introducing Motto01:18 Antoine's experience before Motto04:27 The launch of Motto06:18 The early days at Motto07:35 Motto's Mission and Team08:11 Motto's Model - Subscriptions09:41 How Motto manages its operations 11:40 From Hardware to Software company14:44 Stories about theft 17:26 The secret to great Ops is not to throw money at problems20:32 How to boost team members' productivity21:52 Automating with the right tools24:41 The knowledge base is a sea serpent 28:30 Using an LLM to review the knowledge base30:52 Managing recruitment and retention in Ops34:28 Advice for Ops people

Forest Admin's Podcast: "Mission Ops: Possible"A podcast where top Ops leaders share strategies, challenges, and lessons from the field.Episode 1Guest: Mark, VP Customer Experience at GivebutterHost: Guillaume, Head of Marketing at Forest AdminKey moments:00:00 Introduction Mark at Givebutter04:03 Time of scale06:42 Looking for best practices08:43 Speaking of Forest Admin09:57 Tools and AI to scale11:37 Forest Inbox to streamline processes14:08 Managing customer satisfaction while automating support20:54 Promoting and upskilling team members21:48 Investing in the help center25:20 Promoting from within the team26:18 Investing in recruiting and onboarding30:49 Projects for this year, with AI33:47 Building strong vendor relationships