Kate Guillen is the Founder of Simplicity Ops, a firm on a mission to help advisors grow and scale their businesses while delivering exceptional client service experience. She is an accomplished operations expert with over ten years in the investment management industry. Kate simplifies systems and standardizes operations to improve the service experience and support growth for financial advisors and their teams. With her deep passion for technology optimization in client service, she has partnered with over 50 firms, instilling efficient practices for increased profitability. Kate leverages powerful tools like CRMs to transform business operations and enhance scalability.

In many businesses, operations and client service are interconnected in ways that can be easily overlooked. Is there a specific process to enhance efficiency and customer satisfaction by making internal system adjustments?

Kate Guillen, an expert in refining operations and enhancing the client experience for financial advisory firms, delves deeply into CRM systems and how leveraging them properly can be a game-changer for businesses. She breaks down her approach, emphasizing the significance of standardizing operations, automating processes, and focusing on client service as the cornerstone of business growth. Kate also asserts that a well-designed CRM system can elevate a company's operations while fostering team confidence and client trust.

In this episode of The Customer Wins, Richard Walker interviews Kate Guillen, Founder of Simplicity Ops, about fine-tuning the operational heart of financial services. Kate talks about Simplicity Ops and the importance of CRM optimization in delivering exceptional client service, overcoming the challenges of adapting a CRM to meet specific business needs, and the stages of CRM evolution from a basic tool to a comprehensive workflow system.

Praveen Ghanta is the Co-founder and CEO of Fraction, which specializes in pairing businesses with top-notch fractional technical talent in the United States. He is a seasoned entrepreneur who founded four companies, with two successful exits, including the sale of HiddenLevers to Orion in 2021. Praveen is adept at leveraging senior expertise to enhance software development productivity and firmly believes in the potential of AI to transform the field. As an experienced bootstrap entrepreneur, he understands leveraging fractional workforces to accelerate business success.

When navigating the choppy waters of startup growth, many founders find themselves grappling with talent acquisition. Skilled individuals often command high salaries or are already engaged elsewhere, posing a significant hurdle. But what if there was a way to tap into this talent pool without traditional constraints?

Serial entrepreneur Praveen Ghanta reveals how fractional hiring has become the lighthouse guiding businesses to safe harbor. He draws on his own experiences with his company, HiddenLevers, to illustrate the power and flexibility of working with fractional talent. Additionally, he discusses how Fraction connects businesses with senior-level experts for part-time work, enhancing productivity and saving costs. Praveen also dives into AI's exciting role in software development, sharing insights on its ability to accelerate the engineering process when paired with experienced minds.

In this episode of The Customer Wins, Richard Walker interviews Praveen Ghanta, Co-founder and CEO of Fraction, about revolutionizing team dynamics and productivity. Praveen discusses how Fraction is revolutionizing the hiring of fractional talent, myths and misconceived notions about fractional hiring, and the importance of integrating fractional talent into your team's culture.

Abby Morton is the Director of Customer Success at Elements, a fintech software company, where she's played various vital roles, including Chief of Staff and Marketing and Partner Manager. Starting her career as an analyst at Goldman Sachs, Abby earned her CFP and devoted herself to advocating for positive employee experiences as a pathway to customer satisfaction. At Elements, she champions the importance of financial health through innovative technology, turning complex financial data into digestible and actionable metrics for advisors and clients. With a strong foundation in financial advising at Dentist Advisors, Abby brings her extensive experience and proactive mindset to every client interaction, ensuring the success of Elements' mission and the well-being of its stakeholders.

Want to know how financial health can be more than just an emergency fund and a pension plan? What if there was a way to measure financial vitality through simple, understandable metrics? How does a FinTech company operate on the fine line between innovation and established wisdom to promote client well-being?

Certified Financial Planner Abby Morton dives into how Elements equips financial advisors with novel tools to distill complex financial concepts into tangible, easy-to-grasp data for clients. She emphasizes the value of treating employees well to ensure they deliver the best customer experience. She also discusses the potential of AI in customer interactions and the continuous effort to improve customer experiences by staying attuned to their evolving needs.

In this episode of The Customer Wins, Richard Walker interviews Abby Morton, Director of Customer Success at Elements, about the innovative ways of transforming financial planning. Abby discusses how Elements helps clients assess their financial health, its 12 financial metrics to provide tailored financial advice, the potential of AI in enhancing customer experience, and the correlation between employee happiness and customer satisfaction.

Robert Sofia is the Co-founder and CEO of Snappy Kraken, an award-winning marketing platform for financial advisors. With two decades of experience, he has served thousands of companies across the financial services spectrum. A former marketing agency owner, Robert has since focused on empowering advisors with technology-driven marketing tools. He is the author of four books, including the bestseller Blend Out, and is passionate about helping consumers, advisors, and enterprises achieve their financial goals.

Engaging prospects and converting leads can be complex, especially for financial advisors. With scattershot marketing strategies and a lack of clear guidance, many advisors struggle to grow organically. Where can they get powerful, technology-driven solutions that foster organic growth and stronger client connections?

Digital marketing expert in the financial services industry Robert Sofia discusses revolutionizing marketing for financial advisors. He dives deep into the success secrets behind the industry's best performers. Robert shares compelling data on how specific outreach methodologies like SEO strategies, targeted text messaging, and personalized video content can dramatically bolster a company's growth. He also delves into the future of marketing, discussing AI's role in crafting even more engaging, authentic content for consumers.

In this episode of The Customer Wins, Richard Walker interviews Robert Sofia, Co-founder and CEO of Snappy Kraken, about creating tailored marketing strategies as an advisor. Robert discusses the multilayered approach Snappy Kraken takes to support consumers and advisors, how it differentiates from traditional marketing agencies, prevents content saturation, and the future of AI in marketing.

Shaun Kapusinski is the Founder of HIFON, a premier community for RIA operations professionals, and the Senior Director of Technology at Sequoia Financial Group. With two decades of experience, he started HIFON as a modest study group and grew it into a thriving network of nearly 300 members. Shaun is also the co-author of The Financial Advisor M&A Guidebook, a trusted resource for technology integration. He is an innovator driven by providing valuable connections and education to elevate the RIA industry, always ensuring that customers win through enhanced operational practices.

Beyond the successful facade of RIA firms lies a complex operational world, ensuring a seamless experience beyond just financial advice. But who are the people mastering this realm, and what secrets do they hold?

Shaun Kapusinski, the genius behind the operational powerhouse known as HIFON, dives deep into the world of RIA operations. He shares his journey from starting a modest study group to founding a community that now nears 300 members while also penning a comprehensive guidebook on M&A best practices. Shaun discusses the benefits of peer networking, the art of scaling niche-focused communities, and how he navigates the dynamics of subgroup formation. He also touches on the unexpected opportunities from his leadership, such as authoring a highly regarded industry book.

In this episode of The Customer Wins, Richard Walker interviews Shaun Kapusinski, Founder of HIFON, about creating a thriving RIA community. Shaun discusses HIFON and the value of networking in the RIA industry, the key to successfully managing an ever-expanding mastermind group, and the surprising benefits of open dialogue between industry peers.

Mark Friedenthal is the Founder and CEO of Tolerisk, a company revolutionizing risk tolerance assessment technology for investment advisors. With a rich background that includes risk management roles at Citigroup, Cendant, and GE Capital and experience as an analyst with the Federal Reserve, Mark has the perfect amalgamation of insights to lead in the financial technology space. He is the Founder and President of Friedenthal Financial, an RIA firm in Marlton, New Jersey. Mark has been published in numerous publications, including Reuters, Financial Advisor, Financial Planning, Investment News, and many others.

Balancing risk tolerance with investment decisions can often feel like a high-wire act in the financial world. But what if there was a way to reconcile the personality-driven aspects of risk with the challenging numbers of financial capacity? Could technology hold the key to understanding and effectively communicating this balance to ensure customer success?

Financial guru, math nerd, and entrepreneur Mark Friedenthal discuss the intersection of customer service, business growth, and risk management in the financial advisory sector. He shares the inspiration behind Tolerisk and how his platform empowers financial advisors, helping them to assess and articulate their clients' willingness and ability to take on investment risk, thereby driving better decision-making and business growth. Drawing from his rich background, including his early career role at the Federal Reserve, Mark stresses the importance of integrating financial data in risk assessment to create a tailored customer experience.

In this episode of The Customer Wins, Richard Walker interviews Mark Friedenthal, Founder and CEO of Tolerisk, about innovating financial risk assessment. Mark talks about the philosophy behind Tolerisk, the need for considering both willingness and ability when assessing risk tolerance, the challenges of matching clients’ needs with suitable risk levels, and the potential advances in customer experience with artificial intelligence.

Amy Riley is an international speaker, coach, author, and leader of The Courage of a Leader, with over two decades of experience developing leaders across various levels. Amy is a Certified Professional Behavioral Analyst (CPBA), a certified Tiara International LLC Coach, and certified in the Myers-Briggs Type Indicator® instruments. Her work with esteemed clients, which includes Cisco Systems, Deloitte, and Google Drive, focuses on helping leaders inspire and engage their teams toward extraordinary results. She holds a master’s degree in training and development with an emphasis in organizational development from Loyola University Chicago. Amy’s latest book, The Courage of a Leader, is a #1 international bestseller.

Have you ever wondered why some teams flourish under pressure while others crumble? What's the difference between a good leader and a great one? Could courage be the elusive key to unlocking potential and driving results that are nothing short of extraordinary?

Amy Riley, an expert on cultivating courageous leaders, offers insightful solutions to these questions. She delves into her unique perspective on leadership, discussing the four pillars of courage she believes are essential for anyone looking to make a marked impact. With over two decades of experience, Amy clarifies how leaders can inspire and engage teams to meet and exceed their goals. By focusing on authenticity, intentional communication, and embracing a culture of continuous learning, she presents a pathway for leaders at all levels to redefine their approach to leadership and achieve incredible outcomes.

In this episode of The Customer Wins, Richard Walker interviews Amy Riley, coach and leader of The Courage of a Leader, about the courage inherent to effective leadership. Amy shares the role of leadership in inspiring teams and achieving outstanding outcomes, the value of uncovering and challenging hidden limiting beliefs in leadership, the importance of defining one's personal leadership legacy, and the different facets of leadership courage.

Mark Gatto is the Co-founder and Co-CEO of CION Investment Group, a leading manager of alternative investment solutions designed to redefine how individual investors build their portfolios and meet their long-term investment goals. CION manages CION Investment Corporation, a leading BDC listed on the NYSE (NYSE: CION), and sponsors, through CION Ares Management, CION Ares Diversified Credit Fund, a globally diversified interval fund. Mark's diverse experience ranges from executive roles at international companies to founding a specialty business consulting firm and practicing law. His leadership is characterized by a people-first mentality and a commitment to providing access to institutional-quality alternative investments for individual investors.

Have you ever wondered how the elites' investment strategies can unlock new potentials for the everyday investor? What if there was a way to democratize access to these sophisticated opportunities? Are our traditional views on stock and bond investment holding us back from financial greatness?

Mark Gatto, an experienced professional in the investment industry, breaks down the barriers to institutional-quality investments for individual investors. He shares the philosophy that led CION to pioneer access to alternative investment solutions, overcoming challenges of affordability, transparency, and accessibility. His commitment to educating financial advisors and individual investors about the dynamic landscape of alternative investments is evident as he outlines the impact of these strategies on risk management and portfolio performance. Armed with deep industry knowledge, an entrepreneurial spirit, and a football coach's leadership lessons, Mark exemplifies how embracing adversity can foster growth and solidify customer trust.

In this episode of The Customer Wins, Richard Walker interviews Mark Gatto, Co-founder and Co-CEO of CION Investment Group, about democratizing alternative investments. Mark talks about alternative investments and why they are crucial for a diversified portfolio, the various asset classes within alternative investments, how they manage risk, and the business philosophies and strategies that have made CION Investments stand out in a competitive market.