Joseph Loria is the Founder and CEO of RetentionCX, a company dedicated to helping businesses boost revenue retention through structured customer experience strategies. With over 20 years of senior leadership experience, he has led customer-facing teams across high-growth companies backed by venture capital, private equity, and bootstrapped models. Known for designing a proprietary framework that ensures customer value realization, Joseph has played a pivotal role in driving 10x exits and long-term client success. His background as a chemical engineer and project manager in the medical device industry brings a disciplined, results-driven approach to the world of SaaS and CX.

Customer retention is critical to business growth, yet many companies struggle to demonstrate value to their clients post-sale. Often, organizations assume customer success will follow once a product is implemented — overlooking the clients' complex, layered needs. How can businesses ensure that their solutions get adopted and lead to long-term customer loyalty and measurable business impact?

Seasoned customer experience strategist Joseph Loria shares a proven framework for ensuring customer value attainment. He emphasizes the importance of understanding the multi-dimensional environment in which customers operate, including each organization's varying goals and roles. Outlining nine essential factors contributing to successful customer relationships, he offers actionable tactics, such as using Likert scale assessments for proactive health scoring and mapping strategic relationships with stakeholders. Joseph argues that businesses can build trust, predict risk, and organically grow customer accounts over time by focusing on measurable outcomes and not overselling early on.

In this episode of The Customer Wins, Rich Walker interviews Joseph Loria, Founder and CEO of RetentionCX, about building value-driven customer relationships. Joseph explains how to prevent churn by mapping stakeholder goals, the significance of a post-sale strategy, and the importance of aligning pricing with perceived value. He also discusses measuring subjective client outcomes, managing growth beyond early adopters, and selling through customer experience rather than pressure.

Cameron Howe is the Co-founder and CEO of Investipal, a Toronto-based fintech platform designed to empower individual investors and financial advisors through AI-driven portfolio management and onboarding tools. Under his leadership, Investipal remains a bootstrapped company focused on financial literacy and democratizing access to professional-grade investment tools. With a quantitative and ETF research analyst background at a global investment bank, Cameron recognized the need for more personalized and accessible investment solutions. This insight led to the creation of Investipal, which began as a DIY investing tool and has since evolved into a comprehensive platform serving advisors and investors.

Financial advisors are currently facing the challenge of providing deeply personalized investment strategies while managing a large volume of manual tasks that can be time-consuming. As client expectations for customization increase, the complexity of portfolio construction and compliance processes also rises. How can financial advisors balance personalized service with scalable, efficient operations?

Cameron Howe, a quantitative research analyst turned fintech leader, shares insights into transforming the advisor-client relationship through AI and automation. He emphasizes why shifting from one-size-fits-all investment models to more tailored solutions based on individual client values and risk profiles is necessary. Outlining how AI tools can automate tasks like account statement analysis and portfolio optimization, Cameron demonstrates how it frees time for advisors to focus on relationship-building. He also highlights the importance of explainable AI to ensure compliance and build trust, suggesting deep learning as a powerful tool for managing complexity in modern portfolios.

In this episode of The Customer Wins, Richard Walker interviews Cameron Howe, Co-founder and CEO of Investipal, about using AI to modernize financial advising. Cameron discusses advisor inefficiencies, how automation enhances client onboarding, and the evolving advisor tech stack. He also delves into data extraction from investment documents, managing AI model complexity, and how deep learning improves portfolio design.

Mark Gilbert is the Co-founder and CEO of Zocks, an AI-powered platform helping financial advisors streamline workflows by automating tasks like meeting notes, CRM updates, and client communications. Under his leadership, Zocks has raised over $19 million in funding and is recognized as a leader in WealthTech innovation. Before launching Zocks, Mark held senior product leadership roles at Twilio, Hearsay Systems, and Microsoft. He earned a bachelor's degree in applied science in electrical engineering from the University of Waterloo.

Financial advisors are overwhelmed with administrative tasks that distract them from client engagement and strategic planning. From manual data entry to prepping and debriefing after meetings, these time-consuming workflows reduce their ability to scale personalized service. With AI advancing rapidly, how can advisors reclaim their time while ensuring accuracy and compliance?

Mark Gilbert, an expert in product development and artificial intelligence, shares how financial professionals can leverage AI to automate unstructured client interactions — like emails and phone calls — into structured, actionable data. He explains how his team uses multiple large language models in parallel to ensure accurate output and eliminate hallucinations. This approach, he notes, is most effective when guided by real advisor pain points rather than by chasing the latest AI trends. Mark also offers practical strategies for increasing internal trust and adoption of AI through transparency, audit logs, and a user-friendly interface.

In this episode of The Customer Wins, Richard Walker interviews Mark Gilbert, CEO of Zocks, about how AI is transforming the advisor-client relationship. Mark discusses building trust in AI systems, adapting to fast-changing models, and the differences between bootstrapping and venture-backed growth. He also shares thoughts on leading AI adoption, product design priorities, and his approach to building a scalable, secure solution.