FinTech Innovations Impacting the Consumer Experience

4 min read
Oct 8, 2022 4:00:00 PM

The financial sector is experimenting with a variety of technologies, including blockchain, new delivery platforms, digital-only banking, and automation. The institutions are better able to offer higher-quality services at cheaper costs as a result of these developments.

As a result, businesses in the financial industry are better able to match their business objectives with what customers want. The focus is on improving digital processes so that users may customize them.

Being one of the best digital transformation companies, we are aware of the fact that these advancements in digital finance are improving customer experiences.

Let's examine some cutting-edge technologies that have an immediate effect on how customers and financial institutions interact.


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Chatbots and virtual assistants for consumer education

Chatbots and virtual assistants are now simple to adopt because of mobile devices, improved network access, and advancements in artificial intelligence. Financial institutions have begun to leverage FinTech tools like Alexa Skills to provide informative material for customers.

This is consistent with how consumers often use Alexa technology. The majority of individuals lack financial knowledge. They seek advice whenever they speak with a financial institution of any type.

Consumers used to get guidance from human consultants in the past to comprehend their selections. However, the majority of the clients have inquiries along the same lines with a few minor differences.

Through their frequently asked questions (FAQ) websites, banks and other financial institutions try to provide answers to these queries. However, because of their length, these sites may become difficult to traverse and ineffective.

Therefore, companies in the financial industry are utilizing chatbots and virtual assistants to convey material more successfully.

Artificial intelligence for predictive analytics

Artificial intelligence (AI), which also powers chatbots and virtual assistants, is also used to power extensive predictive analytics, which enables customers to discover more individualized experiences.

Banks now have the ability to use all the information they have about a certain customer to instantly develop a customized financial solution.

In the past, personalisation on this level was unimaginable. The conventional paradigm of checking, savings, and loan management operations could be disrupted.

Banks may create unique financial bundles for each customer using AI-driven predictive analytics. FinTech companies use AI to increase client retention, expedite loan approvals, and stop financial fraud.

Digital-only banking

Consumer trust in financial organizations used to be reliant on physical infrastructure.

That attitude, though, appears to be shifting. Most banks already have websites and mobile applications that they use to maintain some sort of online presence. However, a new generation of institutions is becoming completely digital to connect with clients who prefer smartphones.

Banks that exclusively operate online reduce their expenditures on infrastructure and labor. that they may offer services of the same quality but at a lower cost than traditional banks.

The competition between conventional financial institutions will increase as more digital banks begin to provide consumers with better rates. For the most part, it will provide customers better alternatives.


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Although the feasibility of cryptocurrencies is a contentious issue, there seems to be agreement that the underlying technology, blockchain, may be advantageous to consumers and the finance sector.

A number of the biggest financial organizations, including JP Morgan, Wells Fargo, Bank of America, Agricultural Bank of China Limited, Sberbank of Russia, and others, are attempting to offer different financial services using blockchain technology. If these technologies are successful, consumer financial services may become more affordable.

Multiple sectors are being redefined by blockchain.

Public cloud

The use of cloud computing is lagging in the FinTech sector. Because of security worries, the industry as a whole was hesitant to move information to the cloud. The popularity of cloud computing is speeding up, though.

Adopting the public cloud provides several advantages for financial firms. A quicker option to supply services to customers is through the cloud. Less capital must be invested by businesses.

It improves efficiency and aids in the development of customer-focused procedures. By 2020, the public cloud will dominate the financial services industry's infrastructure, according to a PWC analysis.

Internet of things (IoT)

Deloitte asserts that there are many prospects to investigate, despite the fact that the majority of FinTech businesses are not already using IoT. IoT mainly consists of several linked gadgets.

Financial institutions now have new options as more and more gadgets connect to the internet.

For instance, businesses may utilize IoT devices to gather insurance telematics data and use the data to offer specialized insurance coverage. IoT devices can offer more precise information in the event of an accident, enabling quicker claim determinations.

As a result, consumers will benefit from lower prices and quicker services thanks to the implementation of IoT-based insurance services.

Augmented reality

FinTech companies are using augmented reality (AR) to improve and diversify their offerings for customers.

Virtual reality (VR) has not proven to be as useful as AR. VR demands pricey headsets. However, the majority of customers have access to AR via their smartphones. Financial institutions are working to provide interactive augmented reality experiences in real world settings.

Customers may now communicate with bank tellers in augmented reality thanks to a system developed by Wells Fargo. For customers, the experience merges the physical and digital worlds. Due to the experience's physical component, they feel more a part of the institution.

Quantum computing

For their backend computations, financial organizations have begun to use quantum computing. Due to the potential boost in transaction speed, quantum computing is appealing to finance companies.

For instance, the IBM quantum computing network has already attracted Barclays and JP Morgan Chase.

For trading, asset pricing, risk analysis, and other purposes, these organizations are utilizing the additional capability of quantum computing. Future customers will benefit from improved financial products thanks to advancements in these areas.

Peer-to-peer (P2P) transaction technologies

Digital P2P payment services such as Zelle and Venmo are expanding their market shares. It shows that people are prepared to utilize these FinTech products on a regular basis.

Although P2P payment firms initially exclusively catered to clients under the age of 50, it appears that the elder generation has also begun to utilize the technology for regular transactions. P2P payment methods provide the advantage of cutting out intermediaries and lowering transaction costs.


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Top digital transformation companies realize that most technologies that the banking sector is employing, are advantageous to consumers. Consumer confidence is always vital in a cutthroat industry. Therefore, financial institutions that adopt new solutions will see long-term customer loyalty.

Therefore, you must work with a FinTech partner to further provide you with the best options for increasing your profile in the region and industry. So contact your go-to FinTech consulting firm, TransformHub, which is known to provide the best digital transformation services.