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How FinTech is redefining customer experience

How FinTech is redefining customer experience

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Exhausting experiences have long accompanied interactions with financial institutions. However, the financial technology (fintech) sector has helped to eliminate many of these complexities and made the customer experience seamless in various ways.

Establishing an exceptional customer experience isn't achieved by simply concentrating on improving the digital components that a service or product needs in this day and age.

Aside from web-based solutions, there are also other crucial factors that need to be considered, such as reliable customer service, immediate processing of transactions, and consistent communication. Clearly, the fintech sector doesn't want to be limited to web designing, instead, their goal is to contribute to a broader aspect of business solutions.

Read on and you can find more here about the critical ways that fintech is redefining customer experience.

1. Seamless and responsive digital UX

Customer experience today has evolved digitally. Nowadays, customers don't only define their experience with financial institutions by what happens in the bank.

Besides physical interactions, digital interactions have extended the borders of customer relationships. Thus, customers can define their experience with financial institutions based on the quality of their digital experience.

FinTech is redefining customer relationships by creating a seamless and responsive digital user experience for customers.

Applications have been enhanced, enabling customers to interact with financial institutions via smartphones and tablets. Website designs have evolved to be more responsive and engaging in digital platforms. These innovations have greatly improved customers' digital user experience (UX).

2. Improving financial data interpretation

Almost all the data produced by financial institutions don't come in forms that make them quickly understood. From numerical tallies to graphs and pie charts, many customers find reading financial data boring and pointless, due to the fact that they can't comprehend any detail on it. As a result, they don't get any relevant information that they need in the data presented to them.

FinTech has worked towards overcoming this challenge by improving the face and nature of data. Financial institutions have gotten more creative in their presentation. With colorful dashboards and reports becoming interactive and engaging, customers are now able to comprehend more data than they ever did before. In short, financial data has become insightful and actionable, with the help of financial technology.

3. Transforming customer communications through artificial intelligence

The ability of artificial intelligence (AI) to transform customer communications is making more financial institutions adopt it as their strategy for self-service. It has also proved helpful in helping banking executives navigate the digital space.

For a long time, AI has been seen as a futuristic innovation. FinTech has proved this accurate by utilising chatbots and predictive analysis to improve customer communication.

AI technology enables instantaneous mobile interactions that allow financial institutions to perform their daily tasks effectively. In addition, AI services grant customers the opportunity to communicate with banks even after official working hours. This way, they can have their concerns dealt with round the clock.

How FinTech is redefining customer experience

4. Highly personalised customer service through data analysis

Financial institutions have always been committed to serving their customers in the best possible ways. However, the constantly evolving market conditions and alteration in customers' expectations have consistently warranted a change in service approach.

Before the fintech sector emerged, it was a big challenge to gain real-time insights into the evolving customer needs. Today, through customer data analysis, financial institutions gain updated information regarding the current needs of their customers.

Data generated by financial tools such as credit scores have largely helped more fintech organisations to know their customers better. For that reason, they can customise their services to fit peculiar customer needs and gain more customer attention in the long run.

5. Segmentation for better targeting

Market segmentation remains an important activity for improving marketing effectiveness for organisations. Trying to focus on every customer in the market weakens the strategic focus of an institution.

On the flip side, segmenting existing and prospective customers into groups based on their shared features helps streamline and improve marketing efforts.

Fintech plays a vital role in data generation. Customers' demographic data such as age, gender, income level, and marital status can help make communication strategies more targeted.

A clear picture of customer groups enables financial institutions to serve their consumers the right content. Consequently, customers are no longer confused by a stream of irrelevant information, now they get content related to their needs.

6. Wide cloud adaptation for increased security and access

The need for security remains a top priority for customers. Nowadays, customers need to input sensitive information when making registrations or performing transactions. Customers respond to this call, but the concern for their data security remains high.

Moreover, news of system breaches and network hacking give customers more reasons to be concerned. By adopting a cloud storage system, customers now have their sensitive information secure and accessible whenever needed.

Investment in cloud infrastructure has increased across the globe, affirming its effectiveness in providing increased security and access. Customers can now give out their sensitive information with less fear of any possible breaches in the future.


Fintech is doing a lot in redefining customer experience across the financial sector. That being the case, many financial institutions are beginning to leverage fintech-driven innovations.

By looking at the strategies listed in this article, financial institutions and other related companies can avoid missing out on the wealth of opportunities fintech provides.