How do companies keep pace with rising consumer expectations in a post-COVID, digitally transformed world? What role do flexibility and adaptability play in explaining why some companies succeed in engaging their customers while other companies struggle to do so?
Our latest Finovate webinar tackled these issues and more in an hour-long conversation with a quartet of fintech and financial services professionals. Check out our panel discussion – Keep Your Friends Close and Your Data Closer – now available for free On Demand and learn how fintechs are successfully leveraging “people, process, and culture” to achieve their goals.
Here are some excerpts from the conversation:
“What’s interesting is that 60% of the marketing decision-makers say that their budgets will increase in the next six months, and this was during a time when many companies were still struggling with the previous wave of the pandemic. What’s even more interesting is that the top three areas that brands are intending to invest in are customer engagement, customer satisfaction measurement, and mobile optimization and apps.” Chye Yien, Senior Strategic Business Consultant, Braze
“We saw a major shift from people talking about things to actually doing things. And there have definitely been some very clear trends that we saw towards not only just getting an app out there – which a lot of people have done – but actually making sure that app works well. So when you talk about that dichotomy between the smaller players, the startups that are coming in, and the legacy players in fintech, what we really saw was the people that came from a digitally native position really had strong applications with greater users experiences.” Julio Bermudez, VP APAC and LATAM with Amplitude
“Brands and companies really need to kind of focus on trust and be forward-looking when it comes to permissions, which are only going to get stricter. Customers are only going to want to manage their data more and more. Personalization has been around forever, but I think it’s only getting more and more important; even if it’s in a soft advertising context like an in-app message or something like that, if it’s not relevant to you then why would you care?” Alex Bird, Product Manager, Openpay
“I think it’s very important for you to be able to marry everything together, everything sing(ing) in the same language, and that’s when the first part of collecting data gets done, that’s when you are able to get data in a clean, organized manner. The next part, which I feel is the challenging part, is taking that data into insights, that’s where the goldmine is, that’s where business or your product will be able to make or create an impact for your customers.” Alka Gupta, Director of Data & People, BukuWarung.
Listen to the full discussion for free On Demand today!