CUSTOMER CENTRIC

Bancos chilenos apuestan por las redes sociales y los clientes prefieren Facebook

  • Estas y otras conclusiones aparecen en la 10ª edición del estudio de Latinia realizado sobre las 100 principales entidades financieras de Latinoamérica.
  • El informe concluye que la banca latinoamericana se está sumando al uso de la Inteligencia Artificial.

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CUSTOMER CENTRIC

24/7 CUSTOMER SERVICE COMES WITH ITS COSTS: UK-based neobank Monzo has announced the opening of an office in Las Vegas to help it better accommodate customer queries around the clock. Monzo’s employees in the UK and the rest of Europe have had to work during the night to ensure that all customer queries would be answered on time. And, with its growing user base, it’s found it needs more employees working night shifts. Opening an office in Las Vegas will allow its workers there to work during the day, when it is nighttime in the UK. This seems like a good solution for Monzo to ensure customer and employee satisfaction; however, other banks might not have the necessary capital and resources to open a new office abroad just for this purpose. As such, offering 24/7 customer services might be limited to those with enough capital for this approach, or they risk forcing employees to work unsociable hours for prolonged periods of time. Sigue leyendo

CUSTOMER CENTRIC

Banco Santander utilizará Blockchain en mercados de capitales

Banco Santander creó un equipo de investigación de Blockchain para analizar el  potencial de la tecnología en la negociación de valores.

La entidad planea utilizar Blockchain y otras nuevas tecnologías dentro de su negocio de mercados de capital para cambiar la forma en que se emiten, negocian y liquidan los valores, informó en un comunicado.

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CUSTOMER CENTRIC

CREDIT SIMPLE ADDS PFM TOOL: Credit Simple, an Oceania-based fintech that allows adults in Australia and New Zealand free access to their credit score and history, is leveraging open banking access to move into personal finance management (PFM) through the launch of a new tool, called Money Simple, according to Finextra. Money Simple will give users a one-stop-shop PFM tool by adding data from users’ financial institutions to their existing credit history and offering to allow customers to track spending, budget, and more. The offering, which is powered by open banking fintech Proviso, is available for free online. A Credit Simple study recently found that 20% of Australians found budgeting too difficult and stopped, and a similar share of users are too lazy, scared, or uninformed to budget, which could signal appetite for such an app. As such, we can expect uptake and engagement for this new solution to be high, especially among those who are interested in seeing their banking and credit data in one place.

CUSTOMER CENTRIC

No bancarizados: motor del dinero móvil en Latinoamérica

El dinero móvil en Latinoamérica aumenta su influencia. Las personas no bancarizadas lo impulsan. Y más precisamente a través de la oferta de microcréditos.

Los no bancarizados son un target clave para el dinero electrónico. Solo el 51% de la población posee una cuenta bancaria en América Latina, según el Banco Mundial. Y apenas 1 de cada 6 potenciales clientes de un microcrédito han tenido acceso a uno, de acuerdo al Banco Interamericano de Desarrollo.

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CUSTOMER CENTRIC

PLUM INTEGRATES WITH MONZO AND STARLING: UK-based personal finance management (PFM) chatbot Plum has added support for UK neobanks Monzo and Starling. This was facilitated by the UK’s Open Banking initiative and via a partnership with application programming interface (API) provider TrueLayer. Customers use Facebook Messenger to engage with the chatbot, which can answer questions about finances and ensures that people aren’t overpaying for financial products. Additionally, it sets aside money for customers to help them save, and users can opt to let Plum invest it. Plum — which has 130,000 registered users and launched in 2017 — already supports most major banks in the UK, including NatWest, HSBC, and Barclays. Sigue leyendo

CUSTOMER CENTRIC

PAIDY RAISES $55 MILLION: Japan-based startup Paidy, which allows customers to make online purchases without having to enter card information, just concluded a $55 million funding round led by Japanese trade conglomerate ITOCHU Corporation, with support from Goldman Sachs. The startup allows its 1.4 million active Japanese users to confirm payments through a PIN sent to their phone or through voice, uses machine learning algorithms to “float” the money to cover the transactions to merchants, and then bills customers for their total transactions on a monthly basis. Paidy will likely use this most recent round of funding to accelerate growth since it hopes to reach 11 million active users by 2020. And the timing could be right for success — Japanese card penetration is high, but usage is low, so online customers prefer to pay in cash at the time of delivery. This leads to incomplete shipments and delayed payments, which Paidy could help solve by tapping into a market of reluctant card users who desire a simpler option for e-commerce.

CUSTOMER CENTRIC

VISA LAUNCHES LOYALTY PROGRAM IN THE CARIBBEAN AND LATAM: Visa launched Visa Loyalty Solutions, a white-label product that enables issuing banks to offer their customers rewards and loyalty programs, in the Caribbean and Latin America. Visa Loyalty Solutions has an associated app, allowing customers to redeem their points and access customer service. Some of the redemption options include putting points toward hotel, airline, and car rentals. Visa has been pushing into Latin America — it recently announced a “strategic investment” in Latin American-based mobile payments player YellowPepper, following a multi-year partnership — likely because the region represents a major growth and business opportunity for the firm, thanks to relatively low card penetration and high cash usage. Launching this solution furthers that push, and could help Visa drive usage by enabling its banking partners to offer a robust loyalty program. And making it white-label — in which the partnering banks can brand it with their own logos — will likely make banks want to participate, as rewards and loyalty solutions can incentivize spending. Visa can continue to grow in the needs of emerging markets so that it can position itself strongly in the region in the long-term.