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The heart of the matter: a customer-centric look at fintech

  • Written by Dave Wallace
  • 4th August 2021

Dave WallaceIn this series, The heart of the matter, financial services veteran Dave Wallace talks about people, brands and insight. He looks to tell the customers’ story and bring their perspective, and how fintechs and financial institutions interact with their customers.

Dave is a true digital native and industry legend! Throughout his career in the fintech industry spanning over 25 years, he has been obsessed with helping brands connect effectively with their customers through digital channels. He’s a master at understanding customer behaviours and motivations, and his expertise has helped brands like HSBC, RBS, Manulife, and ANZ develop and implement digital strategies that put the customer first.

He started his career in the mid-1990s, helping Yellow Pages get online and paving the way for the digital revolution.

Dave’s passion for the customer experience led him to found HeathWallace, a specialist agency that helped banks and other blue-chip clients deliver customer-friendly digital services. He grew HeathWallace into an international powerhouse, with offices in the US, Asia, and Australia.

In 2008, he sold HeathWallace to WPP and after ten successful years as part of the group set his sights on his next venture.

Enter NMD+, Dave’s latest business venture that’s focused on developing customer-centric mobile propositions that add true value to the end customer, which clients like Unifimoney, Aviva, First Abu Dhabi Bank, and St. James’s Wealth Management.

Follow him on Twitter at @davejvwallace and connect with him on LinkedIn.

Loyalty matters… enter embedded banking

Many big brands are now looking at embedded banking as a way to boost customer loyalty.

Transforming transformation

According to McKinsey, 70% of digital transformation projects fail. So what is going wrong?

Demystifying digital transformation

There are a lot of parallels among the big banks in terms of why digital transformation is so complicated.

Lessons from reality TV

For me, the big lesson was we might not be correct or justified in our thinking as much as we think.

A warm welcome to 2023!

The start of 2023 has been interesting for the climate change agenda.

Reflections on 2022

As we hurtle towards the end of the year, let's take a look at how my forecasts for 2022 have turned out.

Changpeng Zhao, FTX and ‘cryptogeddon’

The FTX debacle will see the Wild West of crypto's emergent years replaced by control and discipline.

Are the machines coming for your job? Probably!

Generative AI may soon be able to build platforms or design new products in the financial services industry.

In conversation with Antony Jenkins, founder and CEO of 10x Banking

FinTech Futures columnist Dave Wallace shares three key take-aways from his recent chat with Antony Jenkins.

Sibos 2022: Achieving net-zero across an FI’s value chain

A number of associations are being spun up to support FIs to address the complexity around decarbonisation.

Embedded banking with Metro AG and Vodeno

Brands with large customer bases can use BaaS platform providers to create deeper relationships with customers.

The anti-ESG brigade, the finance industry and the green potential of Africa

We are entering interesting times in the ESG and climate change debate.

Lessons from a car that won’t unlock

Based on recent experiences, here are some thoughts on what finance can learn from the auto industry.

Blockchain, tokenisation and financial inclusion

The potential for Web3 to enable financial inclusion in populations is tremendous.

XR, banks and rewiring the system

Rewiring the economic system will be a challenge, but I think it's supercritical.

Best, the enemy of better in mobile banking

The challenge for the industry is how to go beyond what they have and deliver platforms beyond the transactional.

Decarbonising data centres

Many FIs are looking to utilise external data centres to reduce greenhouse gas emissions.

What the Actual Crypto is going on?

Out of this crash will come stable businesses that genuinely add value to people.

Building a donation platform in the most carbon-neutral way possible

NatWest, the Scottish Tech Army and GoCodeGreen recently collaborated on a new project.

Money talks

Expectations about what is acceptable from a CO2 emissions perspective have to mature.

Emotional connection in customer experience

Many digital financial services lack a "human heart". And that should be something that worries the industry.

The metaverse: sorting fact from fiction

Nobody seems quite sure what the metaverse actually is, but to dismiss it as just hype is to miss the point.

Waste! What is it good for? Absolutely nothing

Climate change is a complex problem, and its solutions are manifold and multifaceted.

A panel, a chat, and confirmation that ESG is a tough nut to crack

I recently attended a hackathon at Finovate Europe focusing on ESG in the financial services industry.

Making the world an ‘appier place

The outlook for apps is a happy one, and brands are finally starting to lean into their potential.

Can carbon coins help reduce your carbon footprint?

Connecting government accreditation and crypto can provide a viable alternative to carbon offsetting.

The carbon cost of technology and what to do about it

Banks and fintechs should understand how much energy they consume to make better informed decisions.

Teaching AI to have a heart

Unpicking bias in AI is a whole new fintech opportunity and one that appears to be very needed.

Digital twins in the metaverse

As we rush headlong into virtual worlds in the metaverse, the concept of digital twins will become more conspicuous.

The heart of the matter: three predictions for 2022

It's that time of year when crystal ball gazing is de rigueur.

Carbon as a currency

Linking currency to carbon could open the door to a better and more sustainable economy.

The rise of carbon-centric super apps

Looking to the future, increasing climate change could see the emergence of carbon-centric super apps.

Thinking net-zero

Every bank, fintech, and financial institution should now be looking to prioritise ESG and net-zero initiatives.

Aligning the finance industry with the Greta good

Let's dive deeper into what the finance industry can do to help tackle climate change.

BNPL: The now and the later

How can the BNPL industry do more to protect consumers and help the world we live in?

Sibos 2021: Financial services and the fight against climate change

How could climate change impact the finance industry and what more can companies do to tackle the issue?

Finding out about finfluencers

People are turning to influencers on social media for guidance on everything, including finance.

The path to personalisation

The path to personalisation in banking is apparent. But like every journey, it needs those first steps to be taken.

Globalisation, crypto and the new cold war

The emergence of blockchain and digital currencies is sparking a new tech battle across the world.

What Gen Z can tell us about the future of banking

All too often, the voices of young people seem to be ignored. Now is a critical time to talk and listen.

The social dilemma

With half the world on social media, why are so many FIs still shying away from it in fear?

Mobile first, second and third!

Most companies talk about the importance of mobile technology, but I'm not convinced there is a proper understanding.

What the hell happened to help?

Banks could do more to provide financial education, guidance and advice to customers.

Let’s talk about sex (as in gender), baby!

Women and men seem to differ in their attitudes to banks and banking products and services.

Customers don’t do what they should

There's a disparity between how banks think and what customers do.

The heart of the matter: customer-centric look at fintech

So much of what we conceive, discuss and celebrate is about tech. How often do we talk about actual customers?


ID Finance co-founders

Spanish fintech ID Finance lands €30m equity funding

ID Finance claims its fundraise is the biggest received by a Spanish fintech in 2023. 

  • 23rd March 2023
Snoop

UK fintech Snoop reportedly mulling sale

Sky News reports founder Jayne-Anne Gadhia is in talks to either raise new funds or potentially sell the business.

  • 23rd March 2023

Singapore’s Kredivo Holdings secures $270m in Series D funding

Japanese banking giant Mizuho Bank led the funding round, contributing $125 million. 

  • 23rd March 2023
JP Morgan Chase

JP Morgan snaps up VC investment analytics software firm Aumni

The financial details of the acquisition, expected to close in H1 2023, have not been disclosed.

  • 23rd March 2023
Romain Mazeries, Mangopay

Mangopay acquires fellow European paytech WhenThen

WhenThen’s co-founder and CEO, Kirk Donohoe, has been named Mangopay’s chief product officer.

  • 23rd March 2023

Suffolk Building Society partners ieDigital for new digital savings platform

The new eSavings platform will be powered by ieDigital’s Interact software.

  • 23rd March 2023

Employee financial wellness start-up Rain lands $116m in equity and debt

The total funding is made up of a $66 million Series A equity round and a $50 million debt facility.

  • 22nd March 2023

Bank ABC taps Temenos and NdcTech for core banking overhaul

Temenos’ core banking tech will also be used to power Bank ABC’s ila Bank, a digital mobile-only challenger.

  • 22nd March 2023
Griffin logo

Griffin partners Cable to strengthen BaaS financial crime controls

Cable says its tech will help Griffin “monitor, identify, and address financial crime control risks”.

  • 22nd March 2023
iGCB

Egypt’s Faisal Islamic Bank taps iGCB to power its digital banking services

The bank will deploy iGCB’s cloud-native CBX Retail (CBX-R) solution.

  • 22nd March 2023

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