Stop Losing Members and Revenue: AI for Member Retention
NexScale™ Webinar for multi-location fitness and wellness operators.
Co-hosted by NexScale and the Fitness Industry Council of Canada (FIC).
60 minutes. A 5-minute welcome from FIC, a 20-minute presentation, a 25-minute live fireside chat, then 10 minutes of open Q&A hosted by FIC.
Free and online. Seats are limited and confirmed by approval, with priority for FIC members.
Why this session
When you run more than one location, retention stops being something you can feel. Strong sites cover weak ones in the roll-up. A member goes quiet at location three and nobody finds out until the cancellation posts. Your managers are busy, the data sits in the CRM, and the personal touch that built the first location does not copy across to the fifth.
What we will cover in the 20 minutes
What retention is actually costing you across a group, and why the warning signs arrive six to eight weeks before a cancellation.
Why your exit survey is misleading, and what the research says members actually leave over.
What AI is genuinely good at in a multi-site operation, and what it should never be asked to do.
The three moments worth acting on at every location: milestones, quiet members, and newcomers.
What consistent execution looks like when it runs the same way at every site, with a human approving every message.
Three questions to ask anyone selling you AI, including us.
Live fireside chat: what actually gives an operator their time back
Paula Comfort of Hire Ground Talent, a board member of the Fitness Industry Council of Canada, moderates this 25-minute live fireside chat with Soodeh Farokhi and Morgan Thomas.
This is an operator’s view, not a testimonial. Where the hours actually go, what is worth systemising and what should stay human, and what they have seen work across the studios and clubs they have built and advised. Unscripted.
Then 10 minutes of open Q&A, hosted by Zach Weston. Nothing scripted.
Retention Intelligence, across every location
NexScale adds a retention intelligence layer on top of the CRM you already have. No new system, no migration, no added headcount. NexScale reads every member every day, surfaces who is slipping weeks before they cancel, drafts outreach in your own brand voice, and reports back with a daily brief and an executive summary for each location. Every site runs the same standard of follow-up, and nothing reaches a member until someone on your team approves it. The AI Business Partner behind it is NexScale Chloe™.
Who this is for
Multi-location and multi-site owners and operators across fitness and wellness: franchise groups, studio and gym groups, racquet and padel clubs, regional and area managers, wellness centres, and single-site owners who are actively planning their next locations.
Speakers
Zach Weston, MSc, MBA, ACSM-RCEP, Executive Director of the Fitness Industry Council of Canada. He opens the session and hosts the Q&A.
Soodeh Farokhi, PhD, Founder and CEO of NexScale. Award-winning serial tech entrepreneur, ex-CTO/CPO with 17+ years of C-level experience, raised $7M+ scaling a prior AI startup. Now building AI for FitTech, aligned with her own passion for wellbeing and longevity. She presents.
Paula Comfort of Hire Ground Talent, and a board member of the Fitness Industry Council of Canada. A veteran of the fitness industry, she has held senior leadership roles in health clubs and now builds leadership teams for fitness and wellness brands across North America. She moderates the live fireside chat.
Morgan Thomas, Founder and Principal of Forme. Ex-Chief Brand Officer at Sweat & Tonic, one of Canada’s most successful wellness brands. 15+ years across wellness, fitness and hospitality. Member of the NexScale Advisory Board.
About NexScale
NexScale™ is a Toronto-based, AI-native SaaS company on a mission to power human longevity by scaling the wellness and fitness businesses that deliver it. Its CRM-agnostic platform sits on top of an operator’s existing member management system. It spots disengagement weeks before members walk away, drafts the outreach, sends it once the operator approves, and reports back. An AI Business Partner that decides what matters and takes action, without adding staff hours.
About the Fitness Industry Council of Canada
FIC is Canada’s not-for-profit trade association for the fitness industry and the voice of fitness facility owners and operators across the country. It represents and supports the businesses, professionals and organizations helping Canadians live healthier, more active lives. fitnessindustrycanada.ca
FIC’s November sponsors: Matrix, Atlantis Strength, Power Plate and NeuronAI.