Customer Experience

Customer Experience

Opinions expressed on this blog reflect the writer’s views and not the position of the Capgemini Group

InnovatorsRace50 - Top 10 Finalists - Fintech & Mobility [Part 2 of 5]

Capgemini's InnovatorsRace50 celebrates the life and times of Capgemini Group founder Serge Kampf, the values that embody the Group and the spirit of innovation. Across five themes (GovTech & Social Enterprises, FinTech & Mobility, Consumers & Well-Being, Digital Processes & Transformation, Data & Security), 50 startups were shortlisted to receive the Serge Kampf entrepreneurship and innovation award: equity-free funding of $50,000.

The Top 10 businesses have been selected, and in this second part of a five-part series, we'll take a look at the customer experience aspects of the two businesses in the FinTech & Mobility category.

Fintech & Mobility

Bud (UK)

Bud is a modular banking system - with insights - that connects all financial service products in one place, crafting a better end-to-end experience for customers and banks.

Bud has created a fully customisable platform that banks and financial institutions can deploy that will connect new financial services seamlessly to their customers via APIs. The new finance customer expects things to be tech-first, simple, helpful and automated. By deploying our marketplace of products, complete with API integrations, to banks, new fintech companies and services will be accessible, directly, by millions of users.

Bud will help large organisations seize the opportunities of open banking and help them compete with new entrants by connecting their customers to a host of integrated fintech services within their online and mobile banking offerings.

The customer experience angle: As banks become more digitally enabled, the more websites, apps and online accounts that customers have to register for and manage exist. Banks implement their own different security practices, meaning that some rely on different passwords and codes, which can be a nightmare to cope with for the customer. Bud creates a far more seamless way of managing all of the accounts through a consolidated view, without compromising on the security elements that customers and banks are demanding.  

Finn.ai (Canada)

Finn.ai was founded on the passionate belief that AI will shape the next generation of banking for the better. Our enterprise-grade platform is a white label chatbot for financial institutions, powered by artificial intelligence, which acts as a conversational day-to-day banking concierge. Finn.ai helps reduce operational costs while facilitating personalized service where your customers already are including Facebook Messenger, Amazon Alexa, SMS, apps and more.

Finn.ai saw the opportunity to utilize bots and AI through an agnostic platform to help banks and financial institutions connect with their customers, where they already are, on a more personalized level, while helping them decrease internal & external operational costs. Our personal finance management tool acts as a wealth manager to help consumers better understand their financial health and well-being.

The customer experience angle: Chatbots have been implemented across a number of industries and capabilities, including sales and customer service - and for good reason. When implemented effectively, they offer customers easy access to the information needed with little to no effort. When coupled with AI and cognitive learning, these bots can improve over time to provide an ever-improving service to the customer. Customers no longer have to trawl through FAQ or account pages, wait hours in a telephone queue to speak to someone, or wait days to get a response to an email query.

The finals

The Top 10 finalists will now go through the mentorship phase, culminating in the Grand Finale at VivaTech, Paris in June 2017 where five winners will be announced - one from each theme. 

Stay up-to-date with Capgemini's InnovatorsRace50 by visiting our website, by following us on Twitter - @InnovatorsRace or by monitoring the hashtag #Innovators50

About the author

Christopher Baird
Christopher Baird
Christopher is a Senior Consultant in the Customer Engagement & Loyalty Centre of Excellence. He specialises in multi-channel retailing, CRM, customer loyalty and user experience, and is passionate about the Consumer Products and Retail sectors.

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