The Role of Customer Experience in Driving Innovation in FinTech

Suppose you went to a store to buy goods. The store is neat, the products are well-placed and fresh. Nevertheless, the worker there acts impolitely or needs to respond to your questions appropriately. 

Your perspective about the store changes. No matter how good the product is, if the customer experience fails, the product also fails. 

Change in constant so is for FinTech. A study published by the Journal of Theoretical and Applied Electronic Commerce Research quotes: “The field of FinTech is full of energy and innovation, completely capitalizing on advancements in information and communication technology. The FinTech industry needs to develop in step with our technologies.”

FinTech organizations have doubled in numbers during the past few years. Customers and businesses using financial services, loans, or other financial products have become common today. 

Financial institutions are teaming up with FinTechs in significant numbers. 51% of financials reported having collaborations with FinTechs as of 2021. That percentage increased to 60% in 2023, and 19% more people stated they intended to include a FinTech partnership the following year.

Now the question is, what does customer experience in FinTech mean, and how can brands achieve it? What changes should they make to provide a smooth customer experience?

Why Customer Experience Matters in FinTech?

In a B2B business, having a trustworthy customer experience matters. A whopping 77 percent quote customer experience as a primary reason for differentiating within B2B brands.

In the FinTech industry, customer experience is the primary experience. It is essential because FinTechs extend the reach of financial service companies, but really any organization. Even when a FinTech company’s solution is well-designed, confidence and trust are damaged if working with them is difficult or requires a more precise, comprehensive, friction-filled approach. 

FinTech companies must surpass customers’ expectations by delivering satisfying, effective, and meaningful customer experiences. It assures clients they are the best provider to manage the sophisticated features required to differentiate a financial institution from the competitors.

The final word? FinTech CX encompasses much more than a seamless user experience. It’s about demonstrating to the businesses you work with that your brand is dependable, trustworthy, and committed to advancing organizational objectives. Knowing your consumers’ backgrounds and desires is the first step in developing a fantastic FintTech customer experience.

What Distinguishes a Successful FinTech Customer Experience Program?

CX has grown in importance for FinTechs over the last few years. Forward-thinking businesses are constantly developing new ways to make things easier, frictionless, and inspiring to draw in and keep customers.

Building a customer-centric culture and business model is crucial in a crowded market where disgruntled customers can quickly move their business elsewhere.

FinTechs are focusing on tactics that reduce friction points along the client journey, utilizing their customer experiences as their North Star. FinTechs are focusing more on their customer service as a crucial differentiation since it is simpler for competitors to imitate products than customer experience.

According to a consumer poll conducted by American Banker and Monigle, it’s no accident that Chime, the largest and fastest-growing neobank in the country, also has the best customer experience rating of any neobank.

Strategies Every FinTech Company Should Consider Before Developing a Customer Experience Roadmap

1. Talk to business executives about the value of CX

Although it’s simple to state, it’s difficult to implement fully on CX. Furthermore, even though many leaders believe that improving customer service is essential to success, they still need to make the necessary adjustments. 

FinTech companies risk missing out on chances their rivals will take advantage of if top leadership isn’t steadfast in their commitment. Using that potential requires a strong commitment from the top. 

2. Establish a unified multichannel experience

FinTechs must convince customers of their superiority over traditional financial service providers to differentiate themselves. FinTechs can develop omnichannel experiences for all media. It means customers can start an online conversation, move to email, and, if they would rather, complete the transaction over the phone. 

Agents can offer better customer experiences by having smooth discussions with consumers across channels while using the correct customer service platform. FinTech companies can expand their segmentation approach to include customer care. It can entail giving high-value clients high-touch service and giving low-value clients mostly self-service options.

3. Hand over the control to the customers

Provide clients with an easy way to contact you directly or to take care of the issue independently. FinTech companies must invest in AI to position themselves for success. Chatbots can reduce repetitive work, provide standard answers, and free up time for your company. 

When implemented correctly, chatbots can help minimize the number of tickets received, save support expenses, and improve customer satisfaction.

It increases time to resolution and CSAT while freeing your agents to concentrate on more intricate problems and interactions that generate money.

How Big Data Can Assist Customer Experience in the FinTech Industry?

FinTech companies may now better engage with their clientele and offer better customer experience management thanks to recent developments in big data. 

FinTech software development companies may leverage the information to better assist their clients in securing their financial futures by tailoring their suggestions for goods and services. Ways that data analytics is influencing the FinTech consumer experience are as follows:

1. Segmentation and personalization

Big data may help FinTech companies profile each organization and its key decision makers, analyze their behavior and provide goods and services more aligned with their corporate goals. It can also help them better understand their operational needs and demands.

When suggesting specific solutions, such as organizational planning tools for C-suite executives, segmentation may take into account some characteristics, including the industry, profitability, asset size, staff size, and internet engagement. It is necessary since modern consumers and business professionals today demand personalized experiences.

2. Revenue generation

FinTech companies may use big data to find ways to offer quality service to their partner firms and boost revenue across the FinTech customer journey by utilizing the correct customer experience technologies. 

These systems may follow the client lifecycle to predict their needs, detect service gaps to cross-sell the appropriate products, and even provide enterprises with financial education on supplementary items to improve financial wellness.

3. Chatbots and AI

FinTech customer service go beyond helping customers; it also involves assisting internal teams and giving them the freedom to play a crucial role in the client-facing experience. It is known as customer experience management. It is achievable with the help of chatbots, AI, and robotic process automation.

Customers can obtain 24/7 support and problem-solving from chatbots powered by AI. Additionally, they free up customer support workers to work on more complicated, large-scale issues. In the same way that RPA can improve customer experience, it can free up teams from time-consuming, repetitive duties so they can concentrate on improving the customer experience.


FinTech’s creative, tech-driven approach is revolutionizing the financial services landscape. FinTech businesses surpass standard banking offers by producing customized services, inventive goods, and efficient functionality by enhancing the consumer experience.

FinTech businesses must keep an eye on their customers’ needs, actively listen to their requirements, and continuously enhance the user experience through omnichannel accessibility, data security, and smooth interfaces if they want to thrive in this cutthroat market.

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