Welcome to The Support Automation Show, a podcast by Capacity, hosted by Justin Schmidt. We host conversations with leaders in customer or employee support who are using technology to answer questions, automate processes, and build innovative solutions to any business challenge.
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IMPACT VOICES is an upcoming community-focused content developing entity founded by Rudolf Malle. Visit theimpactvoices.com for all podcasts and apparells to join our private community for impact creators. More about Impact Voices: Impact Voices provide educational and inspirational content that guides people from all works of life, and demographics. Our focus today is to produce high-quality content delivered through podcasts, interviews, and webinars. After a series of How-Tos, and educati ...
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Venture-backed startups are springing up across the globe, but how do you keep up with what’s coming next? On Just Raised, you’ll be first to hear from the founders of those newly minted companies about the companies they’re building. Hosted by Joe Sweeny, the show dives deep into a venture-led startup, discussing the product, business model and new technology. Expect experts from the world of space commercialization (Atomos Space), rivals to the Airbnb model (Casai), and companies making re ...
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[Greatest Hits] How to Achieve Top-Class Customer Service with Lee Cockerell, Chief Learning Officer at Cockerell Academy and Founder of Lee Cockerell Creating Leadership Magic
37:13
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In this episode of The Support Automation Show, a podcast by Capacity, we are joined by Lee Cockerell, Chief Learning Officer at the Cockerell Academy and Founder of Lee Cockerell Creating Leadership Magic. We discuss the role of leadership in creating world-class customer service. Episode resources: Lee Cockerell’s Website Lee Cockerell on LinkedI…
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[Greatest Hits] Driving Business Software Automation Effectively with Brent Sanders, Co-Founder of Verne and CEO of Formulated Automation
38:06
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38:06
In this episode of The Support Automation Show, a podcast by Capacity, Brent Sanders, Co-Founder of Verne and CEO of Formulated Automation, joins us to discuss some of the best automation practices, how bringing software automation unlocks value at organizations, and the advantages of cross-product integration. Episode resources: Brent Sanders on L…
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[Greatest Hits] How Back-End Operations Automation Powers Front-End Consumer Experience with Shashank Shekhar, Founder and CEO of InstaMortgage
39:15
39:15
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39:15
In this episode of The Support Automation Show, we are joined by Shashank Shekhar, Founder and CEO of InstaMortgage, one of the fastest-growing mortgage companies in America and the fastest-growing private company in Silicon Valley. In September 2020, Shashank led his team to create Rachel, the world’s first digital human in the mortgage industry. …
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[Greatest Hits] How Does Automation Help the Healthcare Industry Save More Time, Money, and Lives with Jason Viglione, Former Director of Customer Support Experience at H1
43:06
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Jason Viglione, former Director of Customer Support Experience at H1, joins the next episode of The Support Automation Show. Jason is a dynamic, senior thought leader professional with over twenty years of superior performance in the technology solutions space. And today, he shares his knowledge of support automation in the healthcare industry. Epi…
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[Greatest Hits] Why the End of the ReFi Boom Determines Mortgage Businesses to Shift Focus to Digital Transformation with Scott Roller, Co-Founder of Vendor Surf and Founder of 3W Partners
44:01
44:01
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44:01
Scott Roller, Co-Founder of Vendor Surf and Founder of 3W Partners joins us in this episode of The Support Automation Show. We discuss the role support automation plays in the mortgage and credit union ecosystems and why with the end of the ReFi Boom, there's been a major shift in focus to digital transformation efforts. Episode resources: Scott Ro…
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[Greatest Hits] Leading AI and Support Automation Initiatives in the Mortgage Space with John Heck, Sr. Advisor Lending Solutions at Capacity
33:56
33:56
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33:56
In this special episode of The Support Automation Show, a podcast by Capacity, we are joined by John Heck, Sr. Advisor Lending Solutions at Capacity, to talk about the trends and forward-looking aspects of support automation in the housing and mortgage space. John is a highly motivated professional with passionate leadership and relationship manage…
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[Greatest Hits] Customer Success vs Customer Support with Dan Steinman, Chief Evangelist at Gainsight
43:03
43:03
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43:03
In this episode of The Support Automation Show, a podcast by Capacity, we are joined by Dan Steinman, Chief Evangelist at Gainsight. We discuss the difference between support and customer success and how businesses should apply automation to both. Episode resources: Dan Steinman’s LinkedIn Gainsight Website Customer Success Book The Eisenhower Matr…
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[Greatest Hits] How Can Technology Help Deliver Customer Onboarding in a Low-Touch/Digital Approach with Donna Weber, The Customer Onboarding Expert at Donna Weber Springboard Solutions and Principal of ...
29:26
29:26
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In this episode of The Support Automation Podcast, Donna Weber, The Customer Onboarding Expert at Donna Weber Springboard Solutions and Principal of KickStart Alliance, joins Justin Schmidt to discuss the role of support automation in customer onboarding and the benefits of taking a low/digital touch approach. Episode resources: Donna Weber’s Websi…
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[Greatest Hits] How to Automate Your Startup with Jennifer Chiang, Head of Customer Success at Seso and Author of The Startup’s Guide to Customer Success
29:31
29:31
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29:31
In this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by Jennifer Chiang, Head of Customer Success at Seso and Author of The Startup’s Guide to Customer Success. They discuss how startups can adopt automation to engage with customers positively and gain a competitive advantage. Episode resources: Jennifer C…
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[Greatest Hits] How Support Automation Accelerates the Onboarding of New Hires in the Mortgage Industry with Robin Clayton, Director, Digital Lending and Marketing at Paramount Residential Mortgage Group ...
39:12
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39:12
In this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by Robin Clayton, Director of Digital Lending and Marketing at Paramount Residential Mortgage Group. With a strong background inParamount Residential Mortgage Group, real estate, and corporate operations, Robin brings creative and innovative solutions to…
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[Greatest Hits] Mortgage Automation and Its Role in Increasing Operational Efficiencies with Tim Nguyen, Co-Founder and CEO of BeSmartee
32:31
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32:31
In this episode of The Support Automation Show, Justin Schmidt is joined by Tim Nguyen, Co-Founder and CEO of BeSmartee, a leader in digital mortgage innovation. They discuss BeSmartee's approach to customer support automation, best mortgage automation practices and tools, and how automation enhances operational efficiencies. Episode resources: Tim…
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African Medical Malpractice: The Truth about What You Should Know With Ntube Nanne Lucy
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In this video, I interviewed Nane Lucy, a prominent Youtuber, and law student. updates viewers on the latest news in African medical malpractice. From updated case law to the latest trends in malpractice law, Nane Lucy brings viewers up to date on how medical malpractice in Cameroon changed her life and career plans. ►Join Our Facebook Group Impact…
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[Greatest Hits] How Can Support Automation Help Build Trust Between Internal and External Customers with Jason Yun, Co-Founder at Relay
42:19
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42:19
In this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by Jason Yun, Co-Founder at Relay, where they discuss automation's role in building trust between internal and external customers. Episode resources: Jason Yun on LinkedIn Relay Website Year of Yes Book Customer Support Leaders Podcast Tony Hsieh, former…
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“What Does Support Automation Mean To You?” - A Holiday Special with Capacity
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Throughout the year we’ve been asking our guests what the phrase “Support Automation” means to them. In this holiday episode we’ll be running through some of the best answers to this question, and revisiting some of the unique insights our guests had to share. Learn more about Jason: Jason's LinkedIn Relay's Website Episode Link Learn more about Ma…
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Mortgage Automation and Its Role in Increasing Operational Efficiencies with Tim Nguyen, Co-Founder and CEO of BeSmartee
32:31
32:31
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32:31
In this episode of The Support Automation Show we are joined by Tim Nguyen, Co-Founder and CEO of BeSmartee, a leader in digital mortgage innovation. We discuss BeSmartee's approach to customer support automation, best mortgage automation practices and tools, and how automation enhances operational efficiencies. Learn more about Tim: Tim's LinkedIn…
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Have You Heard of Seso Global? They’re Changing the Real Estate Market In Africa
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Did you know that Seso Global is changing the real estate market in Africa? They're a company that invests in and helps to develop real estate projects all over the continent, and its impact is truly global. If you're looking for a real estate company that is changing the market in Africa, look no further than Seso Global. With its cutting-edge tec…
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The 4 Letter Word That Changed My Life - and Why You Should USE It Too
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In this episode, I'm sharing the 4-letter word that changed my life and how you can use it to improve your communication with your family, friends, and loved ones. This 4-letter word is vital for creating and maintaining relationships. By using this word in your communication, you'll be able to build stronger bonds with those you care about. Watch …
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Email Automation VS Personal Email Delivery with Ed Frame, Founder of Exemplify
42:02
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In this episode of The Support Automation Show we are joined by Ed Frame, Founder of Exemplify, to discuss the differences between email automation and personal email and how to balance them to deliver a great customer experience. Learn more about Ed: Ed's LinkedIn Exemplify's LinkedIn Exemplify's Website Other Resources: Building a Story Brand by …
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Episode 23: This Would Change Your Life and Business Communication Forever
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12:42
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Do you routinely interrupt your audience when you're speaking? Are you afraid of saying the wrong thing and making a mistake? If so, you need to watch this video! In this episode, I'm going to teach you how to become a great communicator and stop interrupting your audience. By the end of this episode, you'll have the skills needed to speak confiden…
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Automating Your Webinar Strategy with Melissa Kwan, Co-Founder and CEO of eWebinar
35:49
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In this episode of The Support Automation Show, a podcast by Capacity, we are joined by Melissa Kwan, Co-Founder and CEO of eWebinar, to discuss why automation matters for your webinar strategy and how that aligns with the current trend of how consumers expect to engage with information. Learn more about Melissa: Melissa's LinkedIn eWebinar's Linke…
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S2E4: Cultivate This to Bring Joy to Your Journey…
10:03
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In this episode, I'll be talking about the importance of cultivating joy throughout your life. I'll be sharing techniques on how to find and keep it, and talk about some of the Rumi poems and quotes that have helped me on my journey. Looking for tips on how to have a joyful life? Look no further! This talk will teach you everything you need to know…
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S2E3: Most People Will Never Think of Doing This...
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When considering the advantage of listening more than speaking, there’s an old saying: “I don’t learn anything…while I’m talking.” In other words, we learn when we listen, not when we speak. And I happen to believe that’s wonderful advice…in general. However, I’d like to explore something that may at first seem rather counterintuitive. It seems tha…
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SMS-Based AI and Its Use in Small Businesses and Direct-to-Customer Settings with Justin Clegg, Founder and CEO of Allset
30:33
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In this episode of The Support Automation Show we are joined by Justin Clegg, Founder and CEO of Allset. We discuss the benefits of SMS-based AI and how small businesses and direct-to-customer settings can utilize it efficiently. Learn more about Justin: Justin's LinkedIn Allset's LinkedIn Allset's Website Other Resources: Atomic Habits by James Cl…
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S2E2: Your Past Is Your Past. Now Write Your Future
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Your Past Is Your Past...How To Write Your Future I saw a wonderful quote in Spanish (yes, I had to check Google translate on a couple of words). :-) It said, "Nunca habrá un borrador para corregir el pasado, pero siempre habrá un lápiz para escribir el futuro!” —José Oscar González Hernández I’m fairly certain that in English it says… Key Point: “…
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Driving Business Software Automation Effectively with Brent Sanders, Co-Founder of Verne and CEO of Formulated Automation
38:06
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38:06
In this episode of The Support Automation Show, a podcast by Capacity, Brent Sanders, Co-Founder of Verne and CEO of Formulated Automation, joins Justin Schmidt to discuss some of the best automation practices, how bringing software automation unlocks value at organizations, and the advantages of cross-product integration. Learn more about Brent: B…
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S2E1: When Life Hits You Down, Wake Up, Dust Yourself, and Keep Moving
10:46
10:46
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Hey guys, Thanks for listening to the fresh episode under our new brand name (IMPACT VOICES). The last 12 months have been a heck of a ride for my family life. When Life Hits You Down, Wake Up, Dust Yourself, and Keep Moving That is exactly what has happened to me in the last 12 months but we give God all the thanks, praise, and adoration. ►Subscri…
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Building Customer Success by Automating Routine Tasks with Maxime Manseau, Co-Founder and CEO of Zest
30:06
30:06
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Maxime Manseau, Co-Founder and CEO of Zest, joins Justin Schmidt in the next episode of The Support Automation Show. They discuss why organizations should automate lower-value support tasks and interactions to save time, money, and bandwidth for high-value ones. Learn more about Maxime: Maxime's LinkedIn Zest's LinkedIn Zest's Official Website Othe…
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Improving Marketing in the World of Support Automation with Jason Frazier, EVP of Marketing at Victorian Finance, Mortgage Coach, Marketer, and Podcast Producer at Next Level Loan Officers, and Founder ...
41:29
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Jason Frazier, EVP of Marketing at Victorian Finance, Mortgage Coach, Marketer, and Podcast Producer at Next Level Loan Officers, and Founder of Mortgage X, joins the next episode of The Support Automation Show. Jason Frazier is an award-winning marketer, disruptive strategist, and technologist with more than twenty years of C-Level expertise. Toda…
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Why the End of the ReFi Boom Determines Mortgage Businesses to Shift Focus to Digital Transformation with Scott Roller, Co-Founder of Vendor Surf and Founder of 3W Partners
44:01
44:01
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44:01
Scott Roller, Co-Founder of Vendor Surf and Founder of 3W Partners, joins Justin Schmidt in the next episode of The Support Automation Show. They discuss the role support automation plays in the mortgage and credit union ecosystems and why with the end of the ReFi Boom, there's been a major shift in focus to digital transformation efforts. Learn mo…
…
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1
How Back-End Operations Automation Powers Front-End Consumer Experience with Shashank Shekhar, Founder, and CEO of InstaMortgage
39:15
39:15
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39:15
In this episode of The Support Automation Show, Justin Schmidt is joined by Shashank Shekhar, Founder, and CEO of InstaMortgage, one of the fastest-growing mortgage companies in America and the fastest-growing private company in Silicon Valley. In September 2020, Shashank led his team to create Rachel, the world’s first digital human in the mortgag…
…
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1
Leading AI and Support Automation Initiatives in the Mortgage Space with John Heck, Sr. Advisor Lending Solutions at Capacity
33:56
33:56
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33:56
In this special episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by John Heck, Sr. Advisor Lending Solutions at Capacity, to talk about the trends and forward-looking aspects of support automation in the housing and mortgage space. John is a highly motivated professional with passionate leadership and relation…
…
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1
How Can Technology Help Deliver Customer Onboarding in a Low-Touch/Digital Approach with Donna Weber, The Customer Onboarding Expert at Donna Weber Springboard Solutions and Principal of KickStart Alliance ...
29:26
29:26
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29:26
In this episode of The Support Automation Podcast, Donna Weber, The Customer Onboarding Expert at Donna Weber Springboard Solutions and Principal of KickStart Alliance, joins Justin Schmidt to discuss the role of support automation in customer onboarding and the benefits of taking a low/digital touch approach. Learn more about Donna: Donna's Linked…
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S2 Ep 17: Space Tourism with Space Perspective CEO Jane Poynter
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Space Perspective just raised $40M to build the Disney World of space. To do it they’re using Space Balloons. NASA has been toying with space balloons since the 1970s but you may remember them from Red Bull’s halo jump — a skydive from the edge of the stratosphere. Space Perspective is betting that instead of strapping into a rocket for a 12 min tr…
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S2 Ep16: How Shortwave is Rethinking Email And Improving Customer Experience, With Andrew Lee
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When was the last time you enjoyed your Gmail inbox? Shortwave is picking up where Gmail dropped the ball and redesigning your inbox. Find out how. Joe gets straight into conversation with Andrew about why email should be as much fun as WhatsApp, why Slack is email’s greatest threat, and the $9 million Series A they raised in 2020. You’ll also hear…
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S2 Ep15: How SESO is Solving a Multi-Billion Dollar Agriculture Problem, With Michael Guirguis
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When your crop’s ready for harvesting, you need workers ready to go. But getting reliable, legal workers is tough and that’s where SESO is stepping up. Joe and SESO CEO Michael get into the multi-billion dollar problem facing the agricultural industry, the very messy visa entry system, and why farmers just want to farm without the hassle of backend…
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How Can Support Automation Help Build Trust Between Internal and External Customers with Jason Yun, Co-founder at Relay
42:19
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42:19
In this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by Jason Yun, Co-founder at Relay, where they discuss automation's role in building trust between internal and external customers. Learn more about Jason: Jason's LinkedIn Relay's LinkedIn Relay's Official Website Other Resources: Year of Yes by Shonda R…
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Phil Libin has founded a few companies — Evernote the early mobile app giant, All Turtles a product design firm, and now Mmhmm, the culmination of a decade long mission to kill Powerpoint. We dive into how Phil names companies, what he learned about fundraising from raising $400M from Sequioa for Evernote, and how to build products people love. And…
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S2 Ep13: How Swaypay is Bypassing The Cold Start Problem on TikTok
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When you can tell Andrew Chen from A16z how to solve the cold start problem, you know you’re on to a good thing. Meet Swaypay, the company with all the answers. And those answers come from Kaeya Majmundar, Founder and CEO, with a $4.2 million Series A to her name. Joe and Kaeya, discuss how Swaypay is riding on TikTok’s coattails, how to capture th…
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S2 Ep12: How Fruitful Creates Financial Freedom Through its Membership Model
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“If you’re not paying, you’re the product”. Josh McManus is shaking financial wellness up with a membership platform helping customers gain financial freedom. The problem with most financial institutions is they just want to sell you things. Fruitful is different. CEO Josh has a clear set of goals: To offer expert advice and powerful tools through …
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S2 Ep11: How Rho is Taking The Friction Out of Finances With Killer Financial Software
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When Everett Cook saw a gap in the market, he didn’t just fill it, he set the bar for the entire industry and took his VC backed company to a new level. In this fly through, Joe gets into it with Everett, talking about why digital financial services are transforming the entire fintech market, how they raised $75 million in VC funding, and how Rho a…
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How to Achieve Top-Class Customer Service with Lee Cockerell, Chief Learning Officer at Cockerell Academy and Founder of Lee Cockerell Creating Leadership Magic
37:13
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In this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by Lee Cockerell, Chief Learning Officer at the Cockerell Academy and Founder of Lee Cockerell Creating Leadership Magic. They discuss the role of leadership in creating world-class customer service. Learn more about Lee: Lee's LinkedIn Cockerell Academy…
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S2 Ep10: How Delphia is Building an AI Oracle
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Delphia is using your data to beat the stock market. Today, the stock market is about having an information edge. Hedge funds use satellite imagery of Walmart parking lots and AI that crawls Twitter to bet on a company's returns. Delphia has it's own information edge: your data. Joe and Andrew Peek, Co-Founder and CEO of Delphia, get into why users…
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