Mission Ops Possible - Ep. 8 - Sophie Ruddock, COO @ Empathy

Mission: Ops Possible Ep. 10 : Amaury, CEO at Limio

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 - Ep. 9 - Martin Bouvier, Head of Customer Onboarding @ Qonto

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 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

Mission Ops Possible - Ep. 8 - Sophie Ruddock, COO @ Empathy

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

Mission Ops Possible - Ep. 7 - Alexandre Criseo @ Fintecture

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

Mission Ops Possible - Ep. 6 - Artemis Llamosi @ Inarix

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 6 Guest: Artemis Llamosi, CTO at Inarix Host: Guillaume, Head of Marketing at Forest Admin ------ 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.