The Customer Wins

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 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.

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.

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.

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.

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.

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.

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.

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.

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.

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.