Meaghan Johnson non è nuova a far funzionare collaborazioni. Con un forte expertise nel customer service nel settore finanziario, ha aiutato oltre 30 società di servizi finanziari a livello globale, ha lanciato piattaforme di ricerca, progettato mobile customer experience, condotto test dei clienti, facilitato partnership bancarie e fintech e demistificato tecnologie emergenti per le banche. Meaghan è anche una speaker e ci racconterà la sua storia e le sue intuizioni uniche nel prossimo FintechStage Festival 2019. In particolare la potrete ascoltare il 15 maggio durante l’evento Beyond Fintech (qui per registrarsi). In preparazione a questo le abbiamo rivolto alcune domande.
L’intervista è in lingua inglese così come sarà tutto il Festival che è concepito come evento internazionale.
L’intervista
What do you believe are good working models when speaking about Fintech and banks collabs?
Meaghan: From a pure customer experience point of view, I like to see partnerships that offer an entirely new product or service outside of core banking functionality. For example, partnerships between banks with subscription management companies (Danke Bank and Minna) to find the customer a better deal on subscriptions. Banks have the data, these companies have the tools to find a better deal, and together they can facilitate the switch, saving the customer money. Also, examples where the bank data can be used to provide a better customer experience, such as Verified. Me in Canada. Here the customer can add the bank as a “connection” to prove their identity in other services.
What about negative or outdated aspects in these collaborations – that we need to let go, leading us to more innovation?
Meaghan: Fintech and bank partnership is not a new movement anymore. The idea of partnering for the sake of partnering is outdated. Given the breadth of fintechs in the product, service, technical, KYC, etc. spaces, banks are now in a position to partner with a purpose.
How can banks use startups expertise in getting smarter about customer experience?
Meaghan: Banks can learn to be a bit more experimental in value-added services. For example, the Monzo Travel Reports feature started off as an experiment that took little technical implementation, and it soon became a hit.
