Introducing “What Customers Want,” a four-part podcast series on Fintech Takes with host Alex Johnson and Corey Besaw, Co-Founder of Ubiquity and President of APAC. In this limited series, they tackle one of fintech’s most critical topics: customer service.
In this first episode, Alex and Corey explore the evolving role of customer service in fintech. Despite being known for customer obsession — from offering early paycheck access to creating compliance emails that impress regulators — fintechs haven’t always nailed the customer service experience.
As fintechs compete with traditional banks, there's growing recognition that FAQs and chatbots can only go so far. Sometimes, customers just want to speak to a real person, especially when it comes to their money. This is where trust is built.
Alex and Corey discuss how both fintechs and traditional banks approach customer service and what customers are really looking for when they seek help. Highlights include:
The hidden costs of customer service: Why "cost per contact" metrics can be misleading.
Scaling challenges for fintechs: Navigating fragmented tech stacks and organizational silos.
Embracing the human connection: How fintechs can stand out by enhancing customer interactions with tools like generative AI — without losing the personal touch.
Is tech convenience enough?: Exploring whether the reassuring voice of a real person still reigns supreme.
Uncover the sweet spot between automation and the human touch in customer service for fintechs. Tune in to Episode 1 now, and get ready for more insights in the upcoming episodes!
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