Just a few brief years ago, financial institutions (FIs) weren’t really focused on the customer experience. With the exceptions of making sure ATM downtime was minimized, branches were staffed appropriately, contact center calls were answered within acceptable time frames, and the online banking system worked properly, bankers were just doing business as usual. The world has changed dramatically, and many FIs with a focus on the customer experience have created a new department whose primary goal is to ensure every aspect of a new product or process is evaluated in the context of its potential impact on customers.
On April 26th and 27th, Finovate returns to San Jose with FinovateSpring, the flagship two-day showcase of the latest and greatest fintech innovations from leading established companies and bleeding-edge startups.
You are forgiven for having bigger headlines to focus on, as these are confusing times. Envisioning 20 to 40 years from now takes a backseat to the day-to-day with so many concerns for the average individual and family. At least half of baby boomers are navigating healthcare costs and lower fixed incomes, Gen Xers are straddling college costs and eldercare, and the millennials starting out are paying for weddings, homes, and childcare costs. It’s a busy day all-in. You likely missed the April 5th Senate subcommittee meeting to discuss the state of retirement security in the U.S.
A recent article in the American Banker asked the question “Is it OK for lending algorithms to favor Ivy League schools?” It begins by saying that much of the energy behind the fintech movement (to become chartered banks) comes from its promise of financial inclusion. Unfortunately, that is really not the goal of the fintech, aka alternative lender, movement—making money is. And what is the fintech plan for lending? It’s pretty simple actually. Here is the recipe: Take the inclusive element (credit risk data) out of the mix.
Swap execution facilities have been meandering along for three years now, most of the nonincumbents dropping by the wayside, volume in the doldrums for over a year, and … boom! By the end of Q4 2016, this market is finally starting to get spicy: