The Evolution of the Customer Experience Discussion in Fintech

The customer experience debate in financial services predates fintech. And while the topic has grown since the great digitalization of services in 2020, the customer experience debate in banking and fintech has slowed down again.

This regression is not because we have perfected customer experience or because the topic is no longer relevant. Rather, it is because other topics, such as the inclusion of GenAI or the consideration of multiple new regulations, have taken precedence. These two factors, however, are contributing to a shift in the way we discuss customer experience in banking and fintech. This is because we are now leveraging GenAI tools to use data analytics and behavioral insights to respond to and anticipate customer needs. Regulatory compliance factors, such as new privacy acts, have also matured customer experience conversations.

Earlier this year at FinovateSpring, we spoke with a number of experts to better understand how the customer experience conversation has evolved, where we are now, and where the concept is headed in the future.

LeanData’s Matt Lyman on LeanData’s Approach to CRM Transformation in Financial Services

Next Step’s Shirin Oreizy on Unlocking Behavioral Insights in Financial Services Marketing

Beyond the Arc’s Steven Ramirez on Revolutionizing Customer Experience with AI and Embedded Finance

SVB’s Christopher Hollins on personalizing the banking experience

Tiffani Montez of EMARKETER on BaaS in Financial Services

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