Fintech Insider Podcast by 11:FS
934. Insights: Setting the benchmark for UX in financial services
Feb 6, 2025
Jannick Malling, Co-founder of Public.com, and Joe Colchester, Head of Product at 11:FS Pulse, dive into what excellence in user experience looks like in fintech. They discuss insights from the latest Pulse report, emphasizing the shift towards digital interactions and AI’s role in personalized investing. The conversation explores proactive UX strategies for the future, challenges faced by traditional banks, and innovative features reshaping user engagement. They also touch on cryptocurrencies gaining legitimacy, signaling a transformation in the financial landscape.
55:51
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Quick takeaways
- The significant rise in digital-only accounts indicates a crucial shift in customer preferences towards seamless online banking solutions.
- Personalized user experiences remain underdeveloped in financial services, highlighting the need for effective AI integration and data management.
Deep dives
The Shift Towards Digital Banking
The rise of mobile banking and the decline of traditional bank branches have compelled financial institutions to focus on providing a seamless and intuitive user experience. With 73% of global interactions with banks occurring through digital channels, adapting to these trends is crucial for survival in the financial services sector. The adoption of digital-only accounts has surged, indicating a significant shift in customer preferences towards online banking solutions. These changes underline the urgency for banks to enhance their digital offerings to meet evolving customer expectations.
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