At last month's Bank Innovation 2017 conference in San Jose, Calif., a consistent theme in presentations was FinTech (financial technology) disruption. As I sat with fellow technology vendors, banking technologists and strategists, I posed often posed this question: Is there disruption in the financial services industry from FinTech? In this post, I'll detail what I've learned.
As a child, you likely created things with LEGO® bricks - a spaceship designed to explore the unknown, a castle with secret passages or a race car to drive on endless roads. These creations were built in short time with just an idea, a medium (bricks) and creativity. So, why has it become so difficult to turn business ideas into reality?
Having worked with many financial institutions on a number of different software design and development projects over the last year, it is clear that customer experience remains a key focus for 2017. A great customer experience encapsulates both digital and physical channels and introduces interchangeability between the two. However, banks are struggling to rapidly adapt to this omnichannel strategy.
To create an engaging digital customer experience requires three things: product management know-how, design savvy and engineering expertise. For enterprises, particularly financial institutions, to achieve this in-house requires significant time, money and resources at a time when hiring and retaining top designers, product managers and engineers is near impossible with the market drowning in demand and lean on supply. To address this challenge, many CMOs, CIOs, and CPOs frequently engage with outside agencies (design, innovation and advertising) to fill this gap. However, how do they truly know that the partner they are selecting meets all three of the above criteria?