Genpact’s Raja Bose on the human experience in banking

Designing new products, Running an SMB, The Customer Effect

Creators need more than views—they need better financial tools

• FIs have yet to build a strategy for the creator economy, and a big reason why are the differences between the needs of creators and the traditional customers that FIs are already quite skilled at serving.
• Explore how FIs' reticence impacts creators and how these institutions can build a strategy for this segment.

The Customer Effect

How Kasheesh’s Sam Miller analyzes shifts in consumer credit behavior and payment strategies

• This article explores how Kasheesh is addressing the changing dynamics of consumer credit behavior and payment strategies in the financial services industry.
• CEO Sam Miller provides insights into emerging trends like the rise of Buy Now, Pay Later (BNPL) and AI-driven credit utilization tools, highlighting their impact on both consumers and traditional financial institutions.

Creating win-win partnerships, The Customer Effect

Behind the US Bank, Greenlight partnership

• Serving Gen Z has created a conundrum for banks: they know they need to have an offering for younger customers but they don't quite know what to build for them.
• U.S. Bank recently partnered with Greenlight to roll out a family banking offering to its customers within its mobile app.

Artificial Intelligence, Member Exclusive, The Customer Effect

How to build a chatbot: Lessons from Bank of America, Klarna, and Lili

• Everything from the UX, to the scope of a chatbot can impact how meaningful customers find interacting with a digital assistant.
• While larger companies are able to heavily involve their own product and software development teams in building a chatbot, smaller firms in the industry should keep their focus narrow, find the right partners and ensure they are responding to how customers are engaging with heir chatbot.

Banking, Lending, The Customer Effect

Unpacking the consumer impact of the Capital One and Discover deal

• The Capital One-Discover deal may be driven by the complementary attributes of their customers, potentially leading to changes in product offerings and services to better serve consumers.
• The combined entity could introduce a rewards based debit card as well as relaunch Discover's credit cards for SMBs. Beyond products however it is unlikely that the UX will change dramatically.