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.

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.

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.

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 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.

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.

Richard Walker is the CEO of Quik!, a provider of forms automation and management solutions for companies looking to maximize efficiency and productivity. He started Quik! in 2002 to help people spend less time on paperwork and more time on what they do best. Before Quik!, Richard was a business consultant with Arthur Andersen. He is also a published author of two books and a father of three boys.

Many businesses struggle to consistently deliver exceptional customer experiences, often missing the subtle but crucial elements that foster lasting loyalty. From poor listening to unclear expectations, these gaps erode trust and satisfaction. How can companies build experiences that not only meet but exceed customer expectations every time?

Rocky Chugani, a custom clothing expert, stresses the importance of genuinely loving your customer and tailoring services to their unique needs. Building on the theme of empathy, David Steele, a hospitality and financial services leader, advises becoming your own first customer to anticipate pain points better. Golf pro Bobby Steiner offers a different perspective, highlighting the value of joining your customer’s team, focusing fully on their goals. Shelli Taylor, a cinema executive, emphasizes the importance of setting clear boundaries to protect the experience, proving that well-defined rules can significantly enhance satisfaction.

In this episode of The Customer Wins, Richard Walker reviews previous episodes on building meaningful customer relationships. These guests share insights on valuing your customer, being your own first customer, joining your customer’s team, and setting boundaries. They also explore tailoring details, hospitality best practices, and creating distraction-free experiences.

Matt Goebel is the Founder and CEO of Woven, an all‑in‑one workplace management platform created in 2017 to help multiunit franchises streamline operations, manage people, facilities, and locations from a single system. With over 15 years of experience as a franchisor, consultant, and multiunit franchisee, Matt has gained firsthand insight into the operational gaps that challenge modern operators. Before Woven, he founded several tech ventures, including a wedding‑planning startup and a software agency specializing in franchising needs. A 2005 Purdue University graduate in computer information technology, Matt also holds Microsoft Certified Solutions Developer (MCSD) credentials.

Managing a business with multiple locations and frontline employees comes with a unique set of challenges. Communication silos, inconsistent operations, and disengaged deskless workers can quickly erode a brand’s consistency and customer experience. How can business leaders create streamlined systems that keep all teams aligned while supporting long-term growth?

Matt Goebel, a seasoned expert in franchising and operations strategy, shares actionable insights for solving these common pain points. He emphasizes the importance of consolidating tools and systems so that frontline teams — especially those without corporate emails or consistent access to technology — can stay informed and engaged. He advocates for designing mobile-first solutions that are simple, intuitive, and tailored to support workers. Matt also highlights the power of listening to feedback from multiple user groups and iteratively improving systems to reduce burnout and increase accountability, particularly for frontline leadership.

In this episode of The Customer Wins, Richard Walker interviews Matt Goebel, Founder and CEO of Woven, about streamlining operations for multilocation businesses. Matt shares how simplifying technology for deskless teams improves consistency and scalability. He also discusses prioritizing product features, balancing innovation with real needs, and why proactive customer listening is a key part of long-term success.

Jeffrey Rusin is the Co‑founder and CMO of Advisor Tech Partners, where he specializes in helping financial advisors optimize their operations through CRM tools, email marketing, and social media strategies. He grew up in Massachusetts, attending Wilbraham & Monson Academy, and earned a business degree from Whittier College, where mentors like Dr. Gary Gold shaped his professional drive. Jeffrey’s early career included hands-on work with residents of retirement homes, which helped him develop empathy and a deep understanding of client relationships. A lifelong Nickelback and Boston Celtics fan, he balances his tech and marketing expertise with a love for hiking, weightlifting, and binge‑watching shows.

Many financial advisory firms struggle with inefficient workflows, disorganized CRMs, and a lack of accountability across teams. Without the right systems in place, tasks get missed, client experiences suffer, and firm growth stalls. How can firms transform their operations to streamline processes, improve data reporting, and enhance client engagement — all without overwhelming their teams?

Jeffrey Rusin, a CRM automation expert for advisory firms, shares how he helps streamline operations by customizing and automating workflows inside platforms like Redtail and Wealthbox. He emphasizes the importance of properly configuring foundational CRM elements, such as contact sources, event types, and user-defined fields, before layering in automation. Additionally, Jeffrey explains how workflows can be designed by observing team dynamics, identifying process bottlenecks, and automating task assignments based on meeting types. He also offers tips on using Zapier to automate common actions, such as drafting follow-up emails, and advocates for using the simplest tech stack possible to avoid unnecessary complexity.

In this episode of The Customer Wins, Richard Walker interviews Jeffrey Rusin, Co-founder of Advisor Tech Partners, about automation and workflow design for financial advisory firms. Jeffrey shares how to optimize CRMs to improve reporting and accountability. He also discusses the benefits of Zapier, tips for teaching clients automation, and his thoughts on the future of AI notetakers.