For FinTechs and financial institutions (FIs), voice of customer (VoC) is more than just an amalgam of data insights — it is a pathway to better customer experiences for clients and consumer end users.
Gaining access to that d
ata faster and more securely permits FIs and FinTechs to put those insights into practice more quickly, allowing them to intuit customer needs and transform insights from real-time data into new features and product improvements in anticipation of customer demand.
In Winning At VoC: Powering Exceptional Customer Experiences With Edge Cloud Technology, a PYMNTS and Fastly collaboration, we examine the strategies leading FinTechs and FIs employ to quickly access and optimize the value of their VoC data as a part of an overall customer experience strategy.
Truist, a community-focused FI formed in 2019, leverages edge cloud technology to achieve consistent product performance and gain swift access to customer insights. According to Ken Meyer, the company’s executive vice president and chief information officer for channel engineering and innovation, the company’s data-driven approach empowers it to pivot with agility as client demands change over time.
Stash aims to make personal finance management and investing simple for consumers th
rough a user-friendly app. According to Gavin Grisamore, vice president of information security for Stash, the company understands that speed and security are critical for customer experience excellence, and both depend on fast, reliable data and data visibility. Stash, like many other leading FinTechs, uses secure edge cloud technology. “When working in the cloud, organizations must understand that the configuration is changing daily or sometimes hourly, and having visibility into configuration changes and possible exposures is vital,” stated Grisamore. That visibility, he said, is what helps FIs and FinTechs manage innovation in security.
Like many FinTech companies, Laurel Road, an online lending solutions provider knew that infrastructure modernization was a critical part of its customer experience strategy. Modernization means incorporating VoC insights into the very fabric of business operations. According to Arjun Sirrah, head of product engineering at Laurel Road, the most efficient way to modernize is to use existing infrastructures in tandem with edge cloud technologies to simplify innovation processes. Using edge cloud technology, financial services providers can save time as they plan, test and launch new products geared toward customer experience objectives.
As FinTechs and FIs reimagine their approach to customer exper
ience, their access to data and their ability to implement changes based on customer needs evolves. In addition to greater visibility over data and faster response times to customer requests, companies seeking to implement changes based on new VoC insights need the ability to implement those rapidly and with consistency across networks. According to many leading FinTechs, using a robust technology such as edge cloud as the basis of their VoC efforts is a wise move.
To discover how leading companies are winning at VoC innovation, download the playbook.
For FinTechs and monetary establishments (FIs), voice of buyer (VoC) is extra than simply an amalgam of information insights — it’s a pathway to higher buyer experiences for shoppers and shopper finish customers.
Having access to that data sooner and extra securely permits FIs and FinTechs to place these insights into observe extra shortly, permitting them to intuit buyer wants and rework insights from real-time knowledge into new options and product enhancements in anticipation of buyer demand.
In Profitable At VoC: Powering Distinctive Buyer Experiences With Edge Cloud Expertise, a PYMNTS and Fastly collaboration, we look at the methods main FinTechs and FIs make use of to shortly entry and optimize the worth of their VoC knowledge as part of an general buyer expertise technique.
Truist, a community-focused FI shaped in 2019, leverages edge cloud know-how to attain constant product efficiency and achieve swift entry to buyer insights. In accordance with Ken Meyer, the corporate’s government vice chairman and chief data officer for channel engineering and innovation, the corporate’s data-driven method empowers it to pivot with agility as shopper calls for change over time.
Stash goals to make private finance administration and investing easy for shoppers thtough a user-friendly app. In accordance with Gavin Grisamore, vice chairman of data safety for Stash, the corporate understands that velocity and safety are vital for buyer expertise excellence, and each rely upon quick, dependable knowledge and knowledge visibility. Stash, like many different main FinTechs, makes use of safe edge cloud know-how. “When working within the cloud, organizations should perceive that the configuration is altering each day or generally hourly, and having visibility into configuration adjustments and attainable exposures is important,” acknowledged Grisamore. That visibility, he stated, is what helps FIs and FinTechs handle innovation in safety.
Like many FinTech corporations, Laurel Street, a web based lending options supplier knew that infrastructure modernization was a vital a part of its buyer expertise technique. Modernization means incorporating VoC insights into the very material of enterprise operations. In accordance with Arjun Sirrah, head of product engineering at Laurel Street, essentially the most environment friendly approach to modernize is to make use of current infrastructures in tandem with edge cloud applied sciences to simplify innovation processes. Utilizing edge cloud know-how, monetary providers suppliers can save time as they plan, check and launch new merchandise geared towards buyer expertise aims.
As FinTechs and FIs reimagine their method to buyer experience, their entry to knowledge and their potential to implement adjustments based mostly on buyer wants evolves. Along with higher visibility over knowledge and sooner response instances to buyer requests, corporations searching for to implement adjustments based mostly on new VoC insights want the power to implement these quickly and with consistency throughout networks. In accordance with many main FinTechs, utilizing a sturdy know-how similar to edge cloud as the premise of their VoC efforts is a smart transfer.
To find how main corporations are successful at VoC innovation, obtain the playbook.
