Fintech Highlights from 2015 Fall Finovate Conference
Whether your company is “customer-obsessed” or you’re earlier in that journey, improving your customer experience often starts with finding and fixing pain points. From the fix-it stage and beyond, it’s important to explore technology solutions that can help fuel innovation.
In the financial services industry, the Finovate conference showcases how fintech can help companies transform, and our live blogging from the September 2015 event unveiled many compelling offerings. Here we’ll highlight three top tech trends that could help you can make it easier for customers to do business with you.
1. Using technology to create a smooth welcome experience
2. Natural language processing gets customers to relevant help quicker
Many of us dread calling for customer service, wasting time navigating a mostly-irrelevant interactive voice response (IVR) phone tree. Instead of getting caught in an endless loop of menu options, what if your customers could just say what they want?Tech innovator North Side “enables a new customer experience – using English conversation (speech or typing) to do transactions or access self-service information from mobile devices or computers.”
Using the Nuance speech recognition solution, USAA, a leader in financial services and insurance, rolled out their free Savings Coach app in July 2015. Customers can talk to the app about their financial goals, and the virtual assistant provides personal and proactive information about “the importance of saving, analysis of spending and ongoing suggestions for a savings plan,” noted Eric Smith, vice president, technology architecture at USAA. “We’ve seen the benefit proactive financial information can bring to our members,” said Smith.
3. Get ready for the “blockchain” to make transactions faster and more secure
If your eyes glaze over whenever you’re in the room with IT, it’s time to shift the conversation. Instead of getting caught up in techno jargon, ask your internal business partners how these new technologies can help you better serve your customers.