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
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
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
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Episode 6
Guest: Artemis Llamosi, CTO at Inarix
Host: Guillaume, Head of Marketing at Forest Admin
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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.
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 5
Guest: Nathanaël Romano, CTO & Cofounder at Dift
Host: Guillaume, Head of Marketing at Forest Admin
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00:00 Full Version w speaker focus - May 13, 2025
00:59 Nathanael's Introduction
01:57 Dift's mission and presentation
03:05 The problems Dift tackles in fundraising
04:46 The different programs at Dift
07:29 The Accor ALL Success Story: cobuilding loyalty giving
10:12 The KPI's Dift and its customers are looking atz
14:03 Keeping the human aspect in working with nonprofits
22:18 Tip to build a post-AI team and mindset
22:59 Detecting what can be well automated with LLM's
23:42 "Don't write long stuff with LLM's"
27:20 The tools Dift Ops are using
29:28 How the usage of Forest Admin evolved as the team grew
31:22 Final tips on Ops tooling and AI
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 4Guest: Jonathan, Sr Engineering Manager at BelvoHost: Guillaume, Head of Marketing at Forest Admin------00:00 Introducing Jonathan @ Belvo01:34 Jonathan's journey before Belvo02:39 Belvo's mission04:12 Friction-free payment in Mexico06:32 Mindset while scaling payments at Belvo08:43 Staying practical and balancing choices to deliver09:43 The biggest challenge scaling the payment product11:23 Operating principles in scaling Ops12:33 Using Forest Admin as the central tool for Ops15:00 Why they chose Forest Admin16:55 Continuously learning on AI18:17 Being intentional about innovation19:38 Examples of using Data and AI20:45 Entrepreneurial mindset to keep ahead21:47 The qualities of people in Customer Operations23:15 The "Get it done" mindset24:07 Invest time to make time25:24 Defining Customer Engineering
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 3
Guest: Maxime de Juniac, Chief Service Officer at Swan
Host: Guillaume, Head of Marketing at Forest Admin
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00:00 Introduction
00:51 Introducing Maxime @ Swan
02:08 About Swan
03:04 Swan's partner model
03:55 Embedding Swan in B2B Services
05:14 What the new funding round means for Ops
07:02 The challenges of Fintech Ops
08:42 An example of fraud check
09:58 Adapting fraud checks to profiles
10:45 The biggest opportunies in Fintech Ops
12:05 Doing KYC/KYB with less friction
13:22 Bringing Automation and AI in Ops
15:46 How Swan Ops approach automation
17:53 The evolutions of Ops jobs
19:23 Growing the ops team capacity
20:14 Building a team of experts using AI
22:10 The tools of the Swan Ops team
23:44 The Ops is autonomous for its tooling
24:49 Autonomy as a key success factor for Ops
26:22 AI adoption in the Ops team
27:02 How the Ops team is organized at Swan
28:32 The profile of modern Ops people
30:37 Shopify's CEO's memo on AI adoption
31:46 What it takes to be hired in Ops today
33:04 Training in Ops
34:28 The future of Fintech Operations
36:10 The use of AI and social by fraudsters
38:23 The best tip for someone joinign in Ops
Forest Admin's Podcast: "Mission Ops: Possible"
A podcast where top Ops leaders share strategies, challenges, and lessons from the field.
Episode 2
Guest: Antoine, CEO and Cofounder at Motto
Host: Guillaume, Head of Marketing at Forest Admin
In this episode of 'Mission: Ops Possible,' host Guillaume talks with Antoine Bouttier, co-founder and CEO of Motto, about his journey from venture capital to the creation of Motto, an electric bike subscription service. Antoine shares his experiences working with startups, notably Bird, and how these shaped his vision for Motto. The discussion delves into the challenges of launching Motto, dealing with bike thefts, and the importance of integrating effective tech solutions in operations. Antoine emphasizes the significance of a solid operations strategy, the evolution from a hardware-focused to a software-centric model, and innovative uses of AI in maintaining their knowledge base. The episode also explores team management, operational efficiency, and scalability in the mobility sector.00:54 Introducing Motto01:18 Antoine's experience before Motto04:27 The launch of Motto06:18 The early days at Motto07:35 Motto's Mission and Team08:11 Motto's Model - Subscriptions09:41 How Motto manages its operations 11:40 From Hardware to Software company14:44 Stories about theft 17:26 The secret to great Ops is not to throw money at problems20:32 How to boost team members' productivity21:52 Automating with the right tools24:41 The knowledge base is a sea serpent 28:30 Using an LLM to review the knowledge base30:52 Managing recruitment and retention in Ops34:28 Advice for Ops people
Forest Admin's Podcast: "Mission Ops: Possible"
A podcast where top Ops leaders share strategies, challenges, and lessons from the field.
Episode 1
Guest: Mark, VP Customer Experience at Givebutter
Host: Guillaume, Head of Marketing at Forest Admin
Key moments:
00:00 Introduction Mark at Givebutter
04:03 Time of scale
06:42 Looking for best practices
08:43 Speaking of Forest Admin
09:57 Tools and AI to scale
11:37 Forest Inbox to streamline processes
14:08 Managing customer satisfaction while automating support
20:54 Promoting and upskilling team members
21:48 Investing in the help center
25:20 Promoting from within the team
26:18 Investing in recruiting and onboarding
30:49 Projects for this year, with AI
33:47 Building strong vendor relationships
