Colleen Bowler is the Co-founder of C&J Innovations, a firm that provides tools and assessments to help financial advisors build deeper, life-centered relationships with clients beyond just the numbers. She is the Co-creator of The Passport Package, a mindset-based assessment system bridging the human and financial sides of planning. As a Certified Financial Planner with nearly 30 years of experience, Colleen previously built a top-one-percent advisory firm managing over $500 million in assets and completed a succession plan in 2020. Outside of her business ventures, she has co-authored a book and remains committed to mentorship, generosity, and helping others achieve balance in business and life.

Many financial advisors excel at the technical side of planning but struggle to deeply understand what clients truly value. Traditional discovery meetings can feel clinical, rushed, or incomplete, leaving advisors without the human insights needed to build stronger relationships. How can advisors uncover what matters most to clients in a fast, scalable, and meaningful way?

Colleen Bowler, an expert in mindset-based financial planning and client engagement, explains how helping clients reflect on their own readiness, wellness, longevity, and partnership mindsets leads to richer conversations and deeper trust. She illustrates how five-minute assessments give advisors immediate clarity on client priorities, reduce meeting time spent on basic data gathering, and spark constructive dialogue that might not happen otherwise. Colleen encourages advisors to use these insights to celebrate client progress, strengthen household communication, and shift from purely financial conversations to holistic guidance.

In this episode of The Customer Wins, Richard Walker interviews Colleen Bowler, Co-founder of C&J Innovations, about using mindset assessments to humanize financial planning. Colleen also discusses improving advisor–client conversations, uncovering emotional patterns around money, and using AI to free up time for a deeper connection.

Josh DeTar is the EVP of Evangelism at Tyfone, Inc., a company that builds omnichannel digital banking and payments solutions for credit unions and community banks. He champions the use of technology to empower financial institutions to deepen member relationships and deliver seamless digital experiences. Josh's personal credit union journey inspired his advocacy, having experienced the impact of community financial services firsthand before transitioning to the fintech industry.

Many financial institutions promise personalized service, yet customers often feel disconnected when outdated digital tools undermine that experience. Community banks and credit unions, despite strong relationship-driven missions, struggle to compete with the speed and polish of big-bank technology. How can smaller institutions overcome technical gaps while staying true to their human-centered values?

Josh DeTar, an expert in digital banking strategy and customer experience, explains how community institutions can bridge this divide through transparency, empathy, and deliberate relationship-building. He emphasizes the importance of listening closely to customer needs, building only what adds real value, and maintaining open communication — especially when mistakes occur. Josh's approach encourages leaders to sit on the same side of the table with customers, foster trust early in the relationship, and create internal cultures where honesty and accountability thrive.

In this episode of The Customer Wins, Richard Walker interviews Josh DeTar, EVP of Evangelism at Tyfone, about elevating digital experiences for community financial institutions. Josh discusses the power of transparency, the role of culture in customer success, and why "breaking bread" — literally — helps strengthen relationships. He also explores long sales cycles, building features that matter, and leading with humility.

Brian Portnoy is the Founder of Shaping Wealth, a company that delivers human-first, applied behavioral-finance learning and engagement for financial advisors, corporations, and educational institutions. A CFA charterholder with a PhD from the University of Chicago, Brian has over two decades of experience in hedge-fund and mutual-fund investing. He now focuses on helping people make better money decisions and align finance with a meaningful life. Brian is also the best-selling author of The Geometry of Wealth and The Investor's Paradox.

Financial advisors excel at technical guidance but struggle with the deeper human challenges their clients face. Money triggers stress, fear, and uncertainty, yet most advisors aren't trained to navigate those emotional dynamics. How can advisors improve their conversations, build trust, and truly guide clients toward better financial decisions?

Brian Portnoy, an expert in behavioral finance and the psychology of money, explains how advisors can strengthen their emotional intelligence, clarify their own money stories, and adopt a human-first mindset. Highlighting the value of skills such as self-awareness, empathy, and better listening, Brian emphasizes practical tools for improving client conversations across prospecting, discovery, onboarding, and reviews. He also shares the importance of well-being science and how understanding happiness and purpose can meaningfully reshape financial guidance.

In this episode of The Customer Wins, Richard Walker interviews Brian Portnoy, Founder of Shaping Wealth, about human-centered financial advice. Brian discusses the psychology of money, improving client conversations, and the role of emotional intelligence. He also explores advisor wellbeing, communication strategies, and the impact of AI-powered coaching tools.