In this episode, Stephen sits down with Al Ricci, Global Director of Customer Success at Oracle, for a wide-ranging conversation that starts with Canadian Thanksgiving and porchetta — and ends with three decades of hard-earned lessons from the frontlines of construction tech. Al shares how empathy became his most powerful leadership strategy, why sales and customer success must work hand in hand, and what founders often miss when building customer-centric teams. Together, they trace the industry’s evolution from point solutions to SaaS, explore how AI is reshaping entry-level roles, and unpack what it really means to build long-term trust between vendors and contractors. Whether you’re leading a startup, managing a team, or rethinking your approach to growth, this episode offers timeless insights on people, process, and progress in construction tech.