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: Possible

A podcast where top Ops leaders share strategies, challenges, and lessons from the field.

https://www.forestadmin.com/blog/tag/podcast

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Episode 9

Guest: Martin Bouvier, Head of Customer Onboarding at Qonto

Host: 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 Intro

01:46 The Draw of mission-driven opportunities

03:52 The roles of human and technology in the service

05:10 Drawing a line in the use of automation

06:43 The reach of Empathy

08:53 Scaling while keeping high NPS

10:47 Building in house and partnering with best-in-business solutions for Tech

11:17 Using Tech to build comprehensive journeys and experiences

12:33 Breaking silos and having teams work side-by-side

14:01 How Tech is enabling Empathy's Care Managers

15:38 The knowledge center to deal with complexity with speed

16:26 Designing and deploying AI with intention and caution

17:27 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

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Episode 6

Guest: Artemis Llamosi, CTO at Inarix

Host: Guillaume, Head of Marketing at Forest Admin

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00:00 Introduction

01:14 Artemis' path to Inarix

02:39 The story of Inarix

06:25 How Inarix makes its tech simple to use for end users

07:50 The stack Inarix is using in AI and tooling

10:25 Artemis' favourite features in Forest Admin

12:04 Cascading business logic  from internal tools to users

12:49 The approach to a lean support team - training and preparing everyone

14:40 The importance of preparation and tooling for troubleshooting

16:51 With AI, it's best to start big, because it needs data

17:31 Also using AI for coding and documentation

18:02 LLM's are instrumental to digitalize agriculture

19:16 Unlocking new innovations through more data

20:36 Gearing for international in translating and tooling with AI

22:19 Adjusting and automating to tackle small business

24:01 Using AI as the interface or training for the interface

24:44 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

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Episode 5

Guest: Nathanaël Romano, CTO & Cofounder at Dift

Host: Guillaume, Head of Marketing at Forest Admin

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00:00 Full Version w speaker focus - May 13, 2025

00:59 Nathanael's Introduction

01:57 Dift's mission and presentation

03:05 The problems Dift tackles in fundraising

04:46 The different programs at Dift

07:29 The Accor ALL Success Story: cobuilding loyalty giving

10:12 The KPI's Dift and its customers are looking atz

14:03 Keeping the human aspect in working with nonprofits

22:18 Tip to build a post-AI team and mindset

22:59 Detecting what can be well automated with LLM's

23:42 "Don't write long stuff with LLM's"

27:20 The tools Dift Ops are using

29:28 How the usage of Forest Admin evolved as the team grew

31:22 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

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Episode 3

Guest: Maxime de Juniac, Chief Service Officer at Swan

Host: Guillaume, Head of Marketing at Forest Admin

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00:00 Introduction

00:51 Introducing Maxime @ Swan

02:08 About Swan

03:04 Swan's partner model

03:55 Embedding Swan in B2B Services

05:14 What the new funding round means for Ops

07:02 The challenges of Fintech Ops

08:42 An example of fraud check

09:58 Adapting fraud checks to profiles

10:45 The biggest opportunies in Fintech Ops

12:05 Doing KYC/KYB with less friction

13:22 Bringing Automation and AI in Ops

15:46 How Swan Ops approach automation

17:53 The evolutions of Ops jobs

19:23 Growing the ops team capacity

20:14 Building a team of experts using AI

22:10 The tools of the Swan Ops team

23:44 The Ops is autonomous for its tooling

24:49 Autonomy as a key success factor for Ops

26:22 AI adoption in the Ops team

27:02 How the Ops team is organized at Swan

28:32 The profile of modern Ops people

30:37 Shopify's CEO's memo on AI adoption

31:46 What it takes to be hired in Ops today

33:04 Training in Ops

34:28 The future of Fintech Operations

36:10 The use of AI and social by fraudsters

38:23 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 2

Guest: Antoine, CEO and Cofounder at Motto

Host: Guillaume, Head of Marketing at Forest Admin

In 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 1

Guest: Mark, VP Customer Experience at Givebutter

Host: Guillaume, Head of Marketing at Forest Admin

Key moments:

00:00 Introduction Mark at Givebutter

04:03 Time of scale

06:42 Looking for best practices

08:43 Speaking of Forest Admin

09:57 Tools and AI to scale

11:37 Forest Inbox to streamline processes

14:08 Managing customer satisfaction while automating support

20:54 Promoting and upskilling team members

21:48 Investing in the help center

25:20 Promoting from within the team

26:18 Investing in recruiting and onboarding

30:49 Projects for this year, with AI

33:47 Building strong vendor relationships