#12 Riley Thomas: How Does Tech Transform The Real Estate Experience?

Explore the nexus of customer experience, success, and technology in the construction and real estate finance sectors in this episode of the Experts of Experience podcast.In this episode, host Lauren Wood engages in a conversation with Riley Thomas, the SVP of Markets at Built Technologies, a leader in construction and real estate finance technology. They discuss how Built Technologies is revolutionizing the industry by enhancing efficiency, collaboration, and business agility. Riley shares insights into the challenges of modernizing an antiquated industry, the strategic use of AI, and the importance of understanding customer needs to drive product development. This episode offers a deep dive into how Built Technologies is navigating the complexities of the construction and real estate sectors and their vision for the future.Tune in to learn from Riley's extensive experience and discover how Built Technologies is shaping the future of its industry with innovative solutions and a customer-centric approach.If you enjoyed this episode, please rate us on Spotify and Apple Podcasts. Subscribe Now: https://www.youtube.com/@ExpertsofExperience?sub_confirmation=1 Imagine running your business with a trusted advisor who has your success top of mind. That’s what it’s like when you have a Salesforce Success Plan. With the right plan, Salesforce is with you through every stage of your journey — from onboarding, to realizing business outcomes, to driving efficient growth.Learn more about what’s possible on the Salesforce success plan website: http://sfdc.co/SalesforceCustomerSuccess 00:00 Introduction and Riley Thomas' Background at Built Technologies01:25 Built Technologies' Work and Clientele02:57 Modernization of the Banking and Construction Industries05:40 Driving Adoption and Changing Work Practices07:43 Incorporating AI in Business Operations09:35 Customer Insights and Product Development11:53 Use of AI for Customer Data Synthesis and Business Development14:00 Trust and Candor in Business17:19 Customer Retention Strategies20:33 Company Culture and Employee Experience25:57 Future Vision and Impact of Built Technologies31:09 Leadership Philosophy and Employee Engagement35:26 Maintaining Positivity and Realism in Leadership39:02 Understanding and Catering to Customer Needs –Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org

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