JP Morgan Chase’s Startup Portfolio with CFSi

JP Morgan Chase’s Startup Portfolio with CFSi

JP Morgan Chase is more than halfway through its 5-year $30 million commitment to startup innovation in its partnership with CFSi’s FinLab. Each of the past three years, fintech startups have been invited to apply to the accelerator which is focused on finding financial solutions for low- and moderate-income consumers (for example, this year’s challenge).

So far, CFSi/Chase have invested $250,000 each in 24 for-profit companies for a total of $6.0 million (notes 1, 2). In addition, they’ve made two grants totalling $500,000  The investments (note 3) were made in June 2015, June 2016, and this month, so it’s too early to see how well the venture is at picking winners (official rules here).

We do know that two of last year’s class are already out of business, Bee and Remedy, a surprising result for companies winning a quarter-million investment from the third largest bank in the world just 12 months ago. On the other hand, the class of 2015 already has six early winners from the 9 investments (below), so things look good overall:

  • Digit, the impulse savings app which has raised $36.5 million
  • LendStreet, a marketplace-lending platform which has raised $28.25 million
  • Ascend, the loan management service, which has raised $12.75 million
  • Even, the income smoothing service, which has raised $12.25 million
  • SupportPay, the child-support management app, which has raised $7.1 million
  • Propel, the food-stamp support app, which has raised $5.4 million

Since the average investment is just 12 month’s old, it’s too early to judge CFSi/Chase’s seed-stage investing prowess. And that isn’t even the primary goal of the joint program with CFSI. But it’s always nice to turn a profit while doing good. Based on the excellent performance of its first class, we estimate that the venture is already sitting on a paper gain in excess of $1.5 million (note 3) across the 21 for-profit companies still in business, a 50% total gain on an average of $3 million invested. And they may have had some return of capital with the acquisition of Prism by PayNearMe.

 


Total Return (2015 to 2017)

Total invested: $6.0 million in 24 companies (note 2)

Total grants: $500,000 in 2 non-profits (note 3)

Total returned: 1 exit, unknown valuation

Total market value: $7.5 million+ (note 4)

Paper gain: $1.5 million+ (50% total gain on average of $3 million invested from July 2015 to date)


 

Results by cohort:

2017 Investments


Total invested: $2.0 million

Total market value: $2.0 million

Paper gain/loss: $0


Blueprint Income: Creating the future pension – a simple, pre-determined income stream backed by insurance companies.

Total funding: $250,000

DavePredicts your “7-day low” checking account balance and offers advances on your paycheck at 0% interest to help prevent overdraft.

Total funding: $3.25 million

EverSafeMonitors seniors’ bank and investment accounts, credit cards and credit reports — serving as an extra set of eyes to detect fraud, scams, and identity theft.

Total funding: $250,000 (Finovate alum)

Grove: Personalized, comprehensive financial advice that is accessible and affordable.

Total funding: $250,000

Nova: World’s first cross-border credit reporting agency by building data partnerships across the globe.

Total funding: $250,000

Point: Home-equity platform giving homeowners cash today for a share of their home’s future appreciation.

Total funding: $250,000

Token TransitMobile app to quickly and easily pay for public transportation.

Total funding: $250,000

Tomorrow: Providing long-term financial security to busy millennials and working families.

Total funding: $2.85 million

 

2016 Investments


Total $ invested: $2.0 million + $250,000 non-profit grant

Total $ returned: 2 startups shut down, assume $0 return to investors

Total market value: $1.5 million

Paper gain/loss: ($500,000)


Albert: Mobile app that improves financial health with practical, actionable financial recommendations.

Total funding: $2.85 million

Value to Chase/CFSi: $250,000+

Bee: Mobile banking alternative to the under/un-banked (In process of shutting down)

Total funding: $4.85 million

Value to Chase/CFSi = $0

Earn: Non-profit leveraging technology to solve America’s savings crisis.

Total funding: $250,000

Value to Chase/CFSi: $0 (non-profit grant)

EarnUp: Platform that intelligently automates loan payments and identifies earning opportunities for the 200 million indebted Americans.

Total funding: $3.25 million

Value to Chase/CFSi: $250,000+

CreditHero: eCreditHero helps consumers fix their credit report errors for free.

Total funding: $250,000

Value to Chase/CFSi: TBD

Everlance: App for freelancers to automatically track their business miles and expenses.

Total funding: $250,000

Value to Chase/CFSi: TBD

RemedyProtects people from medical bill errors and overcharges, saving the average family over $1,000 per year (shut down 14 July 2017)

Total funding: $2.15 million

Value to Chase/CFSi: $0

ScratchModern-day loan servicer that delivers a borrower-first experience.

Total funding: $250,000

Value to Chase/CFSi: TBD

WiseBanyan: Free financial advisor.

Total funding: $250,000 (Finovate alum)

Value to Chase/CFSi: TBD

 

2015 Investments


Total invested: $2.0 million + $250,000 non-profit grant

Total returned: 1 exit, unknown valuation

Total market value: $4 million+

Paper gain: $2 million


AscendReduces risk on current loans and rewards the borrower by lowering interest payments for positive financial behaviors.

Total funding: $12.75 million

Value to Chase/CFSi: $500,000+

DigitAutomated savings tool that identifies small amounts of money that can be moved from checking into savings based on spending habits.

Total funding: $36.5 million

Value to Chase/CFSi: $1 million+

EvenTurns the inconsistent income of hourly and part-time workers into a steady salary.

Total funding: $12.25 million

Value to Chase/CFSi: $500,000+

LendStreetMarketplace-lending platform that helps borrowers reduce their debt and rebuild their credit.

Total funding: $28.25 million

Value to Chase/CFSi: $1 million+

PayGoalNon-profit workplace tool that enables financially underserved workers to improve their financial health.

Total funding: $250,000

Value to Chase/CFSi: $0 (non-profit grant)

PrismComprehensive bill payment and management app that helps people better manage their personal finances. In early 2016, Prism was acquired by fintech company PayNearMe.

Total funding: $3.8 million

Value to Chase/CFSi: Exited at unknown price

PropelSimplifies the food stamp application process by streamlining the initial enrollment form.

Total funding: $5.4 million

Value to Chase/CFSi: $500,000+

PuddleReduces risk on current loans and rewards the borrower by lowering interest payments for positive financial behaviors.

Total funding: $250,000

Value to Chase/CFSi: TBD

SupportPayAutomated payment platform that enables parents to share child expenses and exchange child support.

Total funding: $7.1 million

Value to Chase/CFSi: $500,000+


 

Author: Jim Bruene is Founder & Senior Advisor to Finovate as well as Principal of BUX Advisors, a financial services user-experience consultancy. 


Notes:

  1. We only know that Chase is a “founding partner” in the $30 million effort. We don’t know if Chase is the sole investor, or merely the lead. And we don’t know what happens with any investment gains, whether they go back into CFSi’s balance sheet or accrue to Chase and any other investors involved.
  2. It appears that the companies are each offered a $250,000 convertible note. But we don’t know the overall terms, how many companies accept the financing, or if they are all $250,000. For the sake of this post, we are assuming everyone takes the full $250,000. We also don’t know if Chase is earmarking part of the $30 million commitment for add-on investments. So far, there are no public record of add-on investments in the 26 companies.
  3. Non-profits receive restricted grants of $250,000.
  4. Since none of the companies have revealed valuations in their subsequent financings, to value Chase’s stake, we are assuming a 2x valuation on A-rounds and a 4x valuation on B-rounds.

Finovate Alumni News

On Finovate.com

  • Microblink’s Photopay Expands to New European Markets.

Around the web

  • Daon and Experian talk about fighting fraud with biometric technology on CNBC’s Squawk Box.
  • Let’s Talk Payments interviews Yodlee’s Terry McKeown on managing credit risk.
  • Banking Exchange profiles alternative lender, PayActiv.
  • The Silicon Review features Vantiv Head of Product for Integrated Payments, Moin Moinuddin.
  • FintekNews sits down with Unison Co-CEOs Thomas Sponholtz and Jim Riccitelli to discuss shared real estate investing.
  • Tesobe organizes cross-industry payments hackathon in Australia – Aug 11 thru 13th.
  • CRN names Veridium on its list of 2017 Emerging Vendors.
  • Total and Worldline Partner with Africa-based InTouch to help deploy Guichet Unique, a digital solution for retail networks.

This post will be updated throughout the day as news and developments emerge. You can also follow all the alumni news headlines on the Finovate Twitter account.

DoubleNet Pay Garners $4 Million Investment

DoubleNet Pay Garners $4 Million Investment

Financial wellness company DoubleNet Pay closed $4 million in Seed funding today. The investment, which marks the Atlanta-based company’s first round of funding since it was founded in 2013, comes from TTV Capital and Fuqua Investments.

The 12-person company will use the funds to boost product development and bolster sales. To help fuel this growth, the company hopes to add up to 40 employees in the next year.

DoubleNet Pay aims to help the half of U.S. workers who do not have $500 saved for an emergency. With DoubleNet Pay, users build their savings by automatically deducting funds from their paycheck and depositing them into a savings account from which the funds can be withdrawn at any time. The platform is helping users save an average of $37 per pay period. DoubleNet Pay CEO Brian Cosgray said, “We automate emergency savings contributions on payday, similar to how 401(k) accounts are funded, or payroll taxes and health insurance premiums are paid.”

The company takes a B2B approach by selling its software to businesses to offer to their employees as a workplace benefit. “We found that employers are the best way to reach the people that need our help the most,” Cosgray said. “Most people’s only investment account is through the employer through their retirement plan.”

At FinovateSpring 2015, the company showcased its savings empowerment platform. In 2016, the company earned a spot in Plug&Play’s accelerator program. Earlier that year, DoubleNet Pay’s CEO Brian Cosgray was selected as an EBN Top 50 Benefit Technology Innovator.

Klarna Announces Strategic Investment from Permira

Klarna Announces Strategic Investment from Permira

Less than a month after announcing strategic fundings from Visa and Brightfolk A/S, Klarna is back in the fintech headlines with news of a new strategic investment from a partnership advised by global investment firm, Permira. The partnership will acquire shares from a trio of existing shareholders – DST Global, General Atlantic, and Niklas Adalberth – in a transaction that will leave Adalberth as the only equity shareholder of the three. TechCrunch reports that the deal is worth between $225 million and $250 million, and estimates a valuation of $2.5 billion. They note further that Klarna has raised “somewhere in the region of $500 million in the last 7 weeks.”

Klarna CEO and co-founder Sebastian Siemiatkowski (pictured) put the new investment in the context of its recent brand new banking license, referring to the company’s growth from an innovator in enhancing the shopping experience to “a consumer-oriented and technology intensive bank.” Permira principal Andrew Young echoed Siemiatkowski’s sentiments, calling the company a “unique scale fintech innovator” for its work in e-commerce. “We see many vectors that will drive future success and with Sebastian, we look forward to supporting the company’s future organic, geographic, and acquisition growth strategies,” Young said.

Headquartered in Columbus, Ohio, Klarna demonstrated its technology at FinovateSpring 2012. The company provides payment solutions for 60 million consumers and 70,000 merchants transacting across borders. Participating in 18 markets around the world, Klarna supports direct payments, pay after delivery, and installment plans via a single-click “purchase experience” that gives shoppers a wider range of payment options. Founded in 2005 in Stockholm, Sweden, Klarna noted 50% growth in recorded transaction volumes in 2016 – including partnerships with 17,000 new merchants.

New Investment Boosts Betterment Valuation to $800 Million

New Investment Boosts Betterment Valuation to $800 Million

It’s a Funding Friday here at Finovate! In addition to news of a strategic investment in Klarna, and new funding for credit scoring startup, Aire.com and DoubleNet Pay’s latest investment, we learn today that robo advisor Betterment is now that much closer to achieving unicorn status – courtesy of a $70 million investment from Sweden’s Kinnevik. The investment takes Betterment’s total capital to $275 million, and gives the robo advisor a valuation estimated at $800 million.

Praising the “strong partnership” between his firm and Kinnevik, Betterment CEO Jon Stein said that the investment will enable the company to “continue to build products that put even more money back in our customers’ pockets. The Kinnevik-led round, an extension of Betterment’s Series E from last year, featured participation from existing Betterment investors, Bessemer Venture Partners, Francisco Partners, and Menlo Ventures.

Senior Investment Director for Kinnevik, Chris Bischoff explained the nature of the extended Series E, saying that his firm’s approach was to “(invest) over multiple rounds into high-performing technology-enabled companies.” He added, “after a year of investment, we saw additional opportunities for growth and proposed the financing to Betterment. We are excited about the opportunity to deepen our relationship.”

Betterment CTO Dustin Lucien during his presentation with Quovo co-founder and CTO Michael Del Monte (not pictured) at FinDEVr New York 2016.

The news from Betterment arrives on the heels of the company’s launch of its Socially Responsible Investing (SRI) Portfolio. SRI enables investors to grow their capital while avoiding investments in companies whose products, services, and overall corporate behavior are considered to have a “negative social impact.” Instead, as VP of Financial Advice and Planning Alex Benke explained at the Betterment blog, “companies deemed to have strong social responsibility practices, such as Microsoft, Google, Proctor & Gamble, Merck, CocaCola, Intel, Cisco, Disney, and IBM may make up a larger portion of the SRI portfolio.”

A year ago, Betterment celebrated more than $5 billion under management. Today, the robo advisor boasts of nearly $10 billion AUM. In addition to its fully-automated, algorithm-managed investment portfolio, Betterment unveiled a new hybrid robo advisory service in June that includes either annual or unlimited check-ins with Betterment’s team of certified financial planners. Stein told Bloomberg Markets the company would use the new capital to grow the hybrid service, in particular.

Founded in 2008 and based in New York City, New York, Betterment demonstrated the Multiple Goals feature of its platform at FinovateFall 2011. More recently, the robo advisor joined Quovo at FinDEVr New York 2016, where Betterment CTO Dustin Lucien and Quovo co-founder and CTO Michael Del Monte presented “The Power of Aggregation Demonstrated by Quovo and Betterment.” The firm was named to CB Insights Fintech 250 list last month – along with 43 of its fellow Finovate/FinDEVr alums. We featured the robo advisor in our look at Passive Investing in our Savings Tech Horizon series this spring.

Aire Pulls in $5 Million, Lands Partnerships with Zopa and Toyota Financial Services

Aire Pulls in $5 Million, Lands Partnerships with Zopa and Toyota Financial Services

Alternative credit scoring company, Aire, announced today it has raised $5 million in Series A funding. The round was led by Sunstone Capital, with funds also coming from White Star Capital, which led the company’s 2016 Seed round. Aire’s funding now totals $12 million.

The London-based company plans to use the funds to drive recruitment. CEO Aneesh Varma said, “Aire has stood for an idea that people should have equal opportunities for financial products despite changing realities of work, lifestyle and careers in this modern economy.” Varma added that the new funds are a “strong vindication that we are making the right progress towards that goal.”

Founded in 2014, Aire leverages artificial intelligence and machine learning to offer lenders new insight into borrowers with thin credit files. The company’s Interactive Virtual Interview adds a new layer of information to traditional credit bureau data. Because Aire’s credit risk analysis gives lenders access to a new pool of thin-file borrowers, the company has seen credit approvals grow by up to 14% on average, without increasing risk exposure.

Aire’s API integrates into the existing web and mobile workflows of the online credit application forms

Aire also announced strategic partnerships with P2P lender Zopa and the U.K. arm of vehicle finance company, Toyota Financial Services, who will leverage Aire’s API to enhance their underwriting and lending decisioning processes. These firms join credit card companies and high-street banks also benefitting from Aire’s API.

Earlier this year, Aire was featured in FinTechCity’s FinTech50 2017 list of top European fintechs and in January, we highlighted Aire’s role in our Fintech Filter for AI in 2017. Last year, the company made headlines when it announced it is now authorized and regulated by the U.K. Financial Conduct Authority, placing Aire on the same playing field as the big three credit bureaus. The company debuted its API at FinovateEurope 2015 in London.

Finovate Alumni News

On Finovate.com

  • Aire Pulls in $5 Million, Lands Partnerships with Zopa and Toyota Financial Services.
  • New Investment Boosts Betterment Valuation to $800 Million.
  • Klarna Announces Strategic Investment from Permira.

Around the web

  • PayPal extends partnership with JP Morgan Chase, providing greater payment options for consumers.
  • Taulia joins European E-invoicing Service Providers Association.
  • Persistent Systems agrees to acquires Swiss firm Parx Werk in deal valued at $16 million.
  • ID Analytics partners with Acxiom to strengthen risk assessment and combat fraud.
  • Dwolla adds Multi-User Feature to the Access API Dashboard.
  • Neener Analytics joins Plug&Play fintech accelerator.
  • Tavant selected by Fairway Independent Mortgage To Transform Its Digital Lending Experience.

This post will be updated throughout the day as news and developments emerge. You can also follow all the alumni news headlines on the Finovate Twitter account.

Truphone Added to List of Carriers for Apple SIM

Truphone Added to List of Carriers for Apple SIM

Truphone, a mobile operator without borders, is working to make the world a bit more flat. The company announced today that it is leveraging the Apple SIM card to offer data plans for iPad users in the U.K.

Founded in 2006, Truphone operates by patching together capacity from multiple carriers, enabling customers to use their voice and data allowances without incurring roaming charges. The company is able to do this by using eSIMs, software-based SIMs, rather than chip-based SIMs. The new arrangement covers roaming in 40 countries: Australia, Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, French Guiana, Germany, Greece, Guadeloupe, Guernsey, Hong Kong, Hungary, Iceland, Ireland, Isle of Man, Italy, Jersey, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Martinique, Monaco, Netherlands, Norway, Poland, Portugal, Puerto Rico, Romania, Slovakia, Slovenia, Spain, Sweden, U.K., the U.S., Reunion Island, Vatican City.

The London-based company has previously launched iPad data plans for users in Hong Kong, the U.K., Spain, and Poland. By the end of 2017, Truphone hopes to introduce the same service for 30 countries, and anticipates that number will reach 50 by 2018. In addition to SIM-based data plans, Truphone also offers mobile plans for businesses and a mobile recording solution, which it showcased at FinovateEurope 2014. Truphone Mobile Recording enables businesses and banks to record, encrypt and store mobile communications securely, and without disrupting the user experience.

Truefone has 11 offices across the globe and employs 400 people. Ralph Steffens is CEO.

HackerOne Powering Bug Bounty Program for Tor Browser

HackerOne Powering Bug Bounty Program for Tor Browser

Bug bounty and vulnerability disclosure platform HackerOne is powering a bug bounty program for the Tor Project, the company behind the anonymizing Tor browser.

Tor security team lead, Georg Koppen said the company selected HackerOne because, “HackerOne is well known by the security community, and we wanted to pick a trusted platform for open communication with independent experts.” This marks Tor’s first public bug bounty since it was founded in 2002. The company conducted a small, private bug bounty in 2016 but Koppen said he “knew going public would expand [its] relationships in the community and improve [its] results.” With support from the Open Technology Fund, the Tor Project said that it will pay out anywhere from $100 to $4,000, depending on the severity of the bug discovered.

HackerOne offers a platform that recruits security researchers and white hat hackers to identify security weaknesses for its clients, including Twitter, Airbnb, Uber, Yelp, and the U.S. Department of Defense. Since it was founded in 2012, HackerOne has run 852 programs, fixed 49,793 bugs, and facilitated $18.7 million in bug bounty payouts.

Michiel Prins, HackerOne Co-Founder presenting Tapping Hackers to Improve Security at FinDEVr London 2017

The San Francisco-based company has offices in London, Seattle, Los Angeles, North Carolina, and the Netherlands. HackerOne earned the Favorite FinDEVr Debut award for its presentation at FinDEVr New York this year and won the Crowd Favorite award at its FinDEVr London presentation last month. In a separate announcement today, the company announced the launch of HackerOne Response, a new product to help companies receive security vulnerability reports from the hacker community, their users, and customers.

LendKey Raises $13 Million in Equity and Debt Financing

LendKey Raises $13 Million in Equity and Debt Financing

Lending-as-a-service specialist LendKey raised $13 million in Series C funding this week. The round consisted of both equity and debt financing ($8 million of the former, $5 million of the latter) and was led by Portland, Maine-based North Atlantic Capital. Also participating in the investment were existing investors DFJ, Gotham Ventures, TTV Capital, and Updata Partners.

“Traditional financial institutions are now more than ever adapting to evolving customer needs to remain competitive and better reach millennials,” LendKey CEO and founder Vince Passione said, “LendKey empowers these institutions to compete in today’s lending market by digitizing their loan businesses.” This week’s investment boosts LendKey’s total capital to more than $27 million. Passione said the financing will help the company “meet the strong bank and credit union demand” for its services. LendKey plans to expand its regional office in Cincinnati, Ohio, as well as add talent in account development and sales.

Pictured (left to right): CEO and founder Vince Passione and CPO Strati Papgeorge demonstrating LendKey Marketplace at FinovateSpring 2015.

North Atlantic Capital Managing Director Mark Morrissette praised LendKey’s “impressive industry knowledge and background” and the way its technology solved “a real need for banks and credit unions.” LendKey’s white-label, lending-as-a-service model enables banks, credit unions, and alternative lenders to digitize their lending operations with a solution that manages the entire loan cycle. This includes demand generation, online decisioning, loan origination, and customer service. The company’s solutions help lenders conduct programs in private student loans, student loan refinancing, auto loans, and home improvement loans.

Founded in 2007 and headquartered in New York City, LendKey demonstrated its LendKey Marketplace at FinovateSpring 2015. With clients including Navy FCU, McGraw-Hill FCU, and WSFS Bank, LendKey has deployed more than $1.5 billion in capital to borrowers. This spring, LendKey presented its Student Loan Refinance Report, highlighting borrower trends in lending preferences and loan performance. Also this spring, LendKey earned a finalist spot in the 2017 Best of FinXTech Awards, along with fellow Finovate alums Roostify, Moven, and Green Dot.

Coder, Broker, Music Producer: Hellenic Bank’s Natasha Kyprianides is Inspired by Constraints

Coder, Broker, Music Producer: Hellenic Bank’s Natasha Kyprianides is Inspired by Constraints

This article was first published on FinTech Futures on May 3rd 2017.

Music producer, broker, coder, and a leading influencer within fintech, Natasha Kyprianides is not short of experiences and skills. Group Head of Digital Banking & Innovation at Hellenic Bank, she gives us a window into her fascinating path into fintech and some expert advice for other women in fintech paving their ways.

How did you start your career?

My first interactions with digital technology were through hard-disk recording for audio and music production in the late ’90s. I even built a professional recording-studio facility that I had briefly turned into a commercial one, but it was short-lived because I didn’t feel at the time that this was what I was looking for in a career.

I stumbled into banking 17 years ago, by accident. It was at a time when the stock market was booming in Cyprus, and I joined the banking sector as a broker. I then gradually started to unravel my resourcefulness in seeing things from a creative angle, and combined it with my passion for technology. I spent the early years of my career being more hands-on, by coding and building web interfaces of all sorts, as well as project managing in the digital space.

What sparked your interest in fintech?

In 2008, I was given the opportunity to set up the Electronic Banking department (a “dated” term as these days it’s been renamed to Digital Banking) from scratch, and acted as country product owner for the Cyprus subsidiary of the biggest bank in Greece (Piraeus Bank Group). That’s how I entered the world of innovation in banking!

I was able to blend three components that I’m mostly passionate about: Creativity, Technology and Entrepreneurship. This is also how my obsession began – about putting the customer experience first. I then went on to build an impressive portfolio of cutting-edge digital banking products.

The term “FinTech”, or financial technology, was not on the rise at the time.  It only started to gain real traction in 2015.  That was the year when I joined Hellenic Bank with a mandate towards the digital transformation roadmap.  The capacity of my current role enables me to fully harness the power of fintech to deliver fundamental innovations that disrupt and challenge the business model of a traditional financial institution.

What was your lightbulb moment?

My light bulb moment came in 2014. A year after the financial crisis had hit Cyprus and business was no longer as usual. I was starting to become rather restless, lacking motivation and enthusiasm. I had embarked on a journey to look for a new role and relocate (if necessary), somewhere where I could realize my vision of building impactful digital products to shape the future of payments, and thereby bring about social change.

What inspires you?

It’s probably a crazy answer, but I am inspired by constraints.  When there is less of a cushion between oneself and failure, innovation becomes a necessity.  I have come to discover that constraints can improve my agility and get my synapses firing at lightning speed.  Our perceived limitations may give us direction on where we might play, or want to play.

Why is the #WomenInTech movement important?

It’s tough to prove gender bias is real but that doesn’t mean that it doesn’t exist.  In fact, I have personally experienced it throughout my career but choose to brush it off.  I think of myself as a “person” and not a “woman” in tech or fintech.  I have observed reactions to my male peers at the workplace (who are not necessarily more capable) as being more authoritative and better-respected figures. That type of perception also affects differences in compensation and grade.

Overall, a diverse workplace is confirmed to get better results, more accurately reflects the customer/client base, and ensures a wider range of experiences.  Having said that, the best person should be hired for the job and not just to satisfy a statistic.

What piece of advice would you give women starting their careers in FinTech?

If you are passionate about leaving your mark and making an impact, a career in fintech will provide opportunities so that you can get in on the action.  These avenues have the potential to change your life and maybe even the world.  This alone, can motivate and inspire the right type of person (whether a woman or man) to choose this industry.

Throughout the year we will be profiling women in fintech, not simply to celebrate their success but also to hear what has worked for them during the course of their careers. Click here to read more inspirational stories from fintech’s leading women >>

Top Five Trends in Customer Engagement Technology

Top Five Trends in Customer Engagement Technology

Guest post by Ian Dunbar, CEO of SuiteBox

Financial services businesses face many pressures – cost reduction, scalability, risk mitigation, compliance, and regulation. Technology is the solution, at least in part, to these pressures. However, technology adds to the friction or customer effort of engaging with the financial service. More effort = customer disengagement.

Cutting across fintech, there are rapid advances being made in technology that drives customer engagement. Here are some of the top themes in CETech – customer engagement technology – that are worth watching.

Social media delivering personalization (and profiling)

Social media, search history, and analytic tools leveraging our digital social footprint will become mainstream in building real time client profiles. This will enable financial services providers to engage with clients through highly-relevant personalized content and to leverage profiles to determine product suitability.

For example, being aware of changes in a client’s family situation (perhaps the death of a loved one or a divorce) may enable the proactive deployment of more effective financial strategies. Product designers can even leverage existing social media data to determine the risks associated with the delivery of a product or service. A life insurer can build an individual’s risk profile more accurately from social media data than from a questionnaire.

Artificial intelligence and cognitive learning

Conversational speech and facial expressions can be analyzed to determine customer emotions. Microsoft’s Emotion API, for example, can detect anger, contempt, disgust, fear, happiness, sadness, and surprise from a voice stream and images.

Financial service providers can use cognitive tools to deliver their products in a more engaging manner. Meeting with a client in person, via video or on the telephone, can be analyzed in real time. Risk assessment for miss-selling, real timing adapting of what and how a product is presented, or even determining if client is misrepresenting information will all be possible.

The power of video

Most surveys continue to tell us that customers prefer meeting personally with their financial providers. However this can be costly and inconvenient. Do you or your clients want to spend time in traffic, battling for a parking spot, and suffering the stress of congested roads, for a personal meeting?

Of course not. So we use the phone as our primary non-physical meeting tool. But the problem with the phone is it doesn’t employ the power of sight. Eye contact is fundamental to human communication. We can tell a lot from a person’s eyes, what mood they are in, and their level of comfort. Avoiding eye contact with strangers is a common strategy to remain private, especially in situations of close proximity. Yet this is what we do in important telephone calls with our clients.

Biometrics gather momentum

Usernames and passwords are an enormous source of consumer frustration and customer effort. Fingerprint recognition of smartphones has led consumers to treat biometrics as mainstream. This will rapidly expand as biometrics allow a convergence between previously incompatible goals of enhanced security without customer effort.

Smarter virtual assistants

Natural language voice recognition combined with smart virtual assistants mean we will increasingly talk to our financial services websites or apps, rather than our fingers doing the work. Love or hate Siri, voice commands will be increasingly accepted as the norm.

Get ready

Embed customer effort reducing measures and customer-centric design into your digital strategies. Embed the customer experience into user journeys using the latest engagement technologies. Create your own “Customer Experience Lab” to test the experience. There is no better time to put your customer back into the centre of your IT strategy.


Ian Dunbar is the CEO of SuiteBox. SuiteBox enables a permanently open digital workspace to be established between a host and participants of a meeting, allowing participants to meet via video or physically, share and collaborate on documents between the parties, digitally sign documents, establish evidence of identify & record the meeting for future reference. Headquartered in Auckland, New Zealand and founded in 2013, the company demonstrated its technology at FinovateEurope 2016.