This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.
Finovate Blog
Tracking fintech, banking & financial services innovations since 1994
Humanizing AI has been a challenge ever since humans created AI. At FinovateEurope last month, digital pioneer, AI scientist, and author of The Fifth Industrial Revolution Inma Martinez shed her wisdom on how firms can create a human-centric approach to AI innovations.
Martinez has been developing with AI since the year 2000, when she and her team built the first AI to power original mobile internet services. Since then she has been working in other sectors that have digitized, including music, video, and smart cities.
In her conversation with Finovate’s David Penn at FinovateEurope, she discussed how retail banks and fintechs can create a human-centered approach to technology. The first step is to consider the needs that the user at the other end will have, Martinez explained. She added that organizations must take into consideration that, at the end of the day, they have to service the needs of the person.
As a second point on humanizing AI, Martinez advised firms to not only better manage their data, but also make the data available to all parties in the organization who may need access to the data. This reduces the friction of calling data back from the lake or needing to contact data services.
In her interview, Martinez also compares the usage of AI in the financial services industry with other sectors and offers advice on how firms can prepare for future disruption.
Zilvinas Bareisis is Head of Retail Banking at Celent. Based in London, Bareisis specializes in consumer and card-based payments, as well as identity and authentication. He is especially interested in payments innovation, and what he calls “the perfect storm” of competitive, regulatory, and technology developments that are shaping the present and future of consumer payments.
Embracing the open ecosystem is a really big topic right now – from open banking to embedded finance. How do you innovate around products and how do you differentiate yourself? Banks are starting to talk about their purpose, how they embrace different communities they may be serving, and how they tailor their products to those communities. Even things like crypto (are important). Twelve months ago I didn’t think retail banks should be interested in crypto, and here we are talking about that now.
On the role of enabling technologies in financial services
You really need to have the right set of technology tools – and those tools are diversifying. It’s easier now to have composable building blocks that might be coming from different parties, platforms like low code and no code that do not require much IT capability so that business users can start developing applications and, of course, the cloud. A lot of our clients are looking into how to migrate to the cloud and how fast.
On the promise and potential of embedded finance
At the heart of embedded finance is the idea that customers are out there, doing their own things and, as they do those things, they realize that there might be a need for a financial services product, which is something they can acquire right there and then. The idea itself is not new; you and I have probably bought car insurance at the same time we bought our car at the dealership. What’s changing is that there are nice, big, sophisticated digital experiences, first of all, and it’s easier now for financial services to plug into those experiences because now the technology is catching up.
Check out the rest of our conversation with Zilvinas Bareisis from FinovateEurope 2022 on what’s next in the “new normal” in fintech and financial services.
Founded in 2012, SmartAsset is an online hub for consumer-focused financial information and advice. The company reaches approximately 75 million people each month via its educational content, personalized financial calculators, and other tools. SmartAsset also powers SmartAdvisor, a nationwide marketplace that helps connect consumers with financial advisors.
We caught up with Ms. Lapides to discuss her goals as Chief People Officer, the evolution of human resources and talent management in the tech industry, and how a smart “People strategy” can help companies grow.
Why did you decide to take the opportunity to be Chief People Officer for SmartAsset?
Meghan Lapides: SmartAsset’s mission of helping people get better financial advice really spoke to me. Planning for your future is incredibly important and many people start late. Being part of a company that helps people think smartly and early about financial planning is something that aligns with my personal mission of helping people. When I met the leadership team and members of the People team, I knew this was the place for me. Their passion and intelligence combined with our CEO’s vision was the right combination of factors that confirmed my decision to join SmartAsset.
Is SmartAsset your first fintech? Is there anything unique about building a People strategy in fintech compared to other tech companies you have worked for?
Lapides: Yes, SmartAsset represents my first professional experience in the fintech space! One of the things I love about Human Resources is that when you change companies you get the opportunity to learn an entirely new industry. I love what I do, so I find it exciting to be doing what I love and applying my expertise in a completely new environment. I’ve been lucky to work in multiple different industries, including enterprise SAAS, consumer, and professional services, as well as different fields, such as advertising, public relations, technology, and fashion, so I’ve embraced these opportunities to learn something new. When I was considering my next move, I was interested in companies that were in the fintech space and also mission driven – SmartAsset was both of those things! I also wanted another professional opportunity to be a part of building something great, impactful, and meaningful. I’m thrilled that SmartAsset checked all of those boxes and honored that they selected me to oversee and scale their People department.
How has talent acquisition and management changed over the years that you have been involved in human resources?
Lapides: It’s wild to think about it now, but in my first recruiting coordinator role, we didn’t have an Applicant Tracking System. We used paper files to track candidates and I typed the labels for those files on a typewriter! We went from antiquated processes like that to new intelligent systems that help source great candidates and mitigate bias while offering data collection and analysis to iterate and improve on processes that make the most impact. “Data Fuels Our Decisions” is one of SmartAsset’s core values, and I’m happy that today’s HR systems allow us to make informed decisions in an efficient and timely manner.
When I was thinking of going into HR after studying to be a Marriage & Family Counselor in college, I spoke to a family friend who was the COO of a huge company about whether or not it was the right move. He told me that “Personnel was not for me. I was too creative for that.” We still joke that I have spent the last 20 years proving him wrong.
I’ve been lucky to work for progessive, people-centric organizations, but I’ve seen a huge increase in flexibility and creativity when it comes to managing talent. But more than that, especially post-pandemic, the People team not only has a seat at the table, but also we are key influencers in setting the strategy for the company’s most valuable resource: its people. The intersection of the business and our people is where our team sits and the two can’t be successful without the other. Highly engaged, happy and healthy employees build strong businesses. Businesses that allow people to make an impact internally and externally are the ones that attract the best talent. I am energized by being able to spend my time focusing on building a strong business and a culture that gives our Assets the best chance of success and allows our employees to grow.
What is most important to you in terms of leadership development within a company?
Lapides: Openness and shared vision. We all know how important mission, vision, and values are in building culture – but it’s very important for leadership to have a shared vision on what leadership looks like and how you can support each other to be successful from both the top down and the bottom up. I also think in order for a company to be truly successful – and have a highly engaged workforce – you need to have the openness to create a place where people can come as they are, lead as they are, and celebrate diversity in all forms.
What role can diversity and inclusion policies play to help drive growth and expansion?
Lapides: When you are creating products and services for the world, you need to look like the world you are creating it for. Studies show that the more diverse companies are, typically the more successful they are. But DEI is way more important than financial success. It helps DEI and company expansion to remove barriers to entry, reduce bias, open your recruiting pipeline, and create a safe, open, and equitable culture. When it comes to retaining your best talent, companies must ensure that their workplace allows people to be themselves, engage in real world events and issues, and also create a culture of belonging.
SmartAsset made the decision to remain a remote-first company. This helps our DEI strategy because it removes geographical barriers and helps us to be more accommodating of diverse work styles. Being a remote-first company further allows us to hire talent more quickly to support our rapid expansion given the fact that there are fewer geographic barriers.
What are some of the challenges a People strategy faces as businesses get bigger? How do companies overcome or manage them?
Lapides: Scaling a company is a huge challenge. Processes that worked at 50, 100, or 200 employees don’t always hold up at 500, 1,000, or 2,000. People teams also tend to run lean at a startup, so it’s really important to put talent behind that team – especially as you scale – to ensure the needs of your employees are met and you can get ahead of big projects and initiatives.
Are there any other issues you think might be worth highlighting about your new role?
Lapides: SmartAsset is a remote-first company, which is incredibly exciting because it allows us to hire the best talent wherever they are in the country. However, that comes with challenges as well. We are looking for opportunities to focus on asynchronous workflows to allow people to do their best work in their own time zones, but also have the ability to collaborate across different teams. We are focused on allowing the flexibility for both independent work and cross collaboration, and creating an environment that allows people to build relationships, focus on what is important, further build our culture, and continue to do great work.
The metaverse, decentralized finance (DeFi), and crypto are rising up to become some of the hottest themes in fintech this year, taking the place of AI, digitization, and customer experience.
So how should firms in the traditional finance (TradFi) realm prepare for the road ahead? We spoke with NimbusPlatform CEO Alex Lemberg to get his thoughts on the intersection of DeFi and TradFi.
What changes will we see in crypto and DeFi this year in comparison to years past?
Alex Lemberg: A month ago my answer to this question would have been slightly different than today. We still believe that a great deal of capital inflows will come more and more from financial and institutional organizations. This will cover the gambit from high net worth individuals to hedge funds and family / PE offices alike. We are now also witnessing major use cases related to regions in conflict and faced with sanctions. Also the advent of SWIFT as a new means of restrictions will make sovereign groups look closer to crypto markets as well in the future.
How can traditional financial institutions prepare themselves for these changes?
Lemberg: Financial institutions are extremely well prepared to handle both client activities in the space as well as their own. The main precursor is better understanding of filing and reporting requirements to regulators. I strongly believe that even though most of the innovations we are seeing do come from private markets, the largest impact will come from institutions beginning this year.
The U.S. recently issued a discussion paper on a government-issued CBDC. What do you envision the role of TradFi will be if the U.S. government issues a CBDC?
Lemberg: It is too early to discuss impact, as too many things are still in discussion regarding structure. It could eventually provide some upheavals in the payments space and user data controls which are both quite ripe for it.
Does the recent rise in DeFi indicate an end to paper and coin currency?
Lemberg: Absolutely not in the immediate future, nor do I believe would it be the case for quite some time. That said, let us remind ourselves that 90% of the world’s currency is digital and has been for some time. Yes, this will add to that digital transactional landscape, but certainly as an addition and not a replacement of any meaningful sort.
From the very first FinovateEurope, women have led and helped lead live demonstrations of how companies were using new technologies to tackle the financial challenges faced by businesses, families, and communities. As part of that inaugural event in 2012, women from Cardlytics, ETRONIKA, Figlo, Ixaris Systems, Kabbage, Liqpay, Mootwin, Striata, and ValidSoft were on stage delivering the message of fintech innovation.
As Women’s History Month gets underway – and with International Women’s Day, March 8, right around the corner – we wanted to highlight some of the women who will be demoing their company’s latest fintech innovations this month at FinovateEurope 2022. Catch all of our FinovateEurope demoes during our Digital Kickoff on March 15, and on March 22 and March 23 for the live event in London.
Liron Diamant
Fintech Executive, Anodot. A payments expert with more than ten years’ experience in fintech startups, Diamant has a focus on building payments platforms and managing relationships with international banks and payments companies.
Daria Dubinina
CEO and Co-founder, Crassula. A strategist and entrepreneur as well as a CEO and founder, Dubinina has spent more than ten years specializing in payments, e-commerce, and business development.
Patrycja Karwat
IT Security Specialist, BNP Paribas Poland. Presenting in partnership with Secfense, Karwat has more than five years of experience in cybersecurity and banking. Previously, she spent more than four years in various technical roles with Deloitte including as Senior Analyst and Quality Assurance Tester.
Katalin Kauzli
Co-founder, Business Development Director, Partner HUB. With experience on both the principal and advisor side of business operations, Kauzli has 10+ years experience in a variety of roles, including assisting startups seeking equity in Hungary and managing corporate finance assignments.
Mariam Malwand
Product Owner, Topicus.Finance. Educated at Amsterdam’s Hotelschool Den Haag, Malwand brings founding and managing director experience to her work as Product Owner at Topicus Finance.
Yasmina Siadatan
Sales and Marketing Director, Dynamic Planner. With knowledge and experience across core marketing areas from analysis and communication to digital content and sales, Siadatan has helped drive awareness of Dynamic Planner and its brand throughout the retail investment industry.
Ana Luísa Silva
Head of Marketing, ebankIT. Silva brings more than seven years of experience in marketing and communications to her role at Finovate Best of Show winner ebankIT. She holds advanced degrees from the EAE Business School and the Universitat Politècnica de Catalunya.
FinovateEurope 2022 is only a few weeks away. If you are an innovative fintech company with new technology to show, then there’s no better time than now and no better forum than FinovateEurope. To learn more about how to demo your latest innovation at FinovateEurope 2022 in London, March 22 and 23, visit our FinovateEurope hub today!
A week before FinovateEurope’s in-person event begins on March 22nd, our annual Europe-based fintech conference will feature a special Digital Kick Off. This afternoon session on March 15 is accessible from anywhere and 100% virtual. The day will feature a mastermind keynote, a fireside chat, a set of digital demos from fintech innovators, and a power panel on the future of fintech.
Here, we will introduce two of our Digital Kick Off speakers – Zennon Kapron, founder and director, Kapronasia; and Malin Lignell, VP of Digitalization & Innovation, Handelsbanken. For more information on FinovateEurope, including both the Digital Kick Off on March 15 and the in-person event on March 22 and 23, visit our FinovateEurope hub.
Zennon Kapron
Founder and Director of Kapronasia, Zennon Kapron will lead a Mastermind Keynote on our Digital Kick Off day titled The Trends & Opportunities Shaping Fintech in Asia. Kapronasia provides research and consulting services with a focus on financial and blockchain technology.
Previous to Kapronasia, Kapron was Intel’s Global Banking Industry Manager and, before that, CIO for Citigroup Portugal. He has extensive experience with fintech and Asia, currently serving as an instructor in fintech at the Singapore Management University, an ambassador with the Emerging Payments Association of Asia, and founder and director of China Fintech, which works with startups, financial institutions, and investors to build an ecosystem that develops innovative solutions for China’s financial industry.
Kapron is also the author of Chomping at the Bitcoin: The History and Future of Bitcoin in China. He earned a B.S. in Computer Science from Syracuse and an MBA from INSEAD.
Malin Lignell
Vice President of Digitalization & Innovation with Sweden’s Handelsbanken, Lignell will provide a Fireside Chat as part of our Digital Kick Off event on March 15th. A 20+ year veteran of the Swedish bank – the oldest company on the Swedish stock exchange – Lignell has served in leadership roles, including as Deputy Branch Manager, for more than half of her tenure at Handelsbanken. She joined the Digitalization and Innovation team at the bank in the fall of 2019, where she works at both the strategic and operational level to help drive the institution toward greater innovation as it pursues its digitization objectives.
With a special focus on the way that emerging technologies shape and change customer behavior and business models, Lignell has spoken frequently on the challenges that financial institutions face as they undertake digitization. She has noted that while behavioral changes are often the most difficult component of technological transformation, often the forces that help propel change (for example, the global pandemic) nevertheless serve as a powerful and effective incentives to solve new problems in new and creative ways.
Lignell is an alum of the London School of Economics and Political Science (LSE) where she received a diploma in Accounting and Finance. She also earned a Master of Science in International Business Studies and Economics from Ekonomihögskolan i Växjö, and a degree in Business Administration and Economics from The University of Graz.
Passwords are as frustrating as they are essential, especially in financial services. We chatted with LastPass VP of Product Management DanDeMichele to get an idea of how banks and fintechs can protect themselves, what the future of passwords looks like, and how digital identity is dictating changes.
In his role at LastPass, a password manager that offers secure password storage for millions of users, DeMichele is responsible for leading LastPass’ overall product and strategy teams. We caught up with him to get some insight on the intersection of banking, cybersecurity, passwords, and digital identity.
How are cyber threats impacting the banking industry? Is the situation improving or worsening?
Dan DeMichele: Cyber threats are decisively impacting the banking industry as attackers are constantly eyeing sensitive information. It’s a heavily targeted industry given the volume of highly sensitive data being produced and stored within it and the insider vulnerabilities that plague it. Made worse by the growing population accessing banking networks, the industry is seeing an increase in touchpoints that give hackers more opportunities to attack.
Knowing attacks have been made easier by the digitization of the sector, which was fast-tracked by the pandemic, it’s clear the situation is worsening. A recent LastPass report revealed that while 68% of individuals would create stronger passwords for financial accounts, 8% believe a password shouldn’t have ties to personal information. This means most users are creating passwords with ties to potentially public details, making it easier for hackers to access their information. To take it a step further, these credentials are being leaked on other websites through which bad actors then attempt credential stuffing, particularly into financial networks.
What are easy steps banks can take to mitigate these threats?
DeMichele: It’s critical that private banks, wealth managers, and clients themselves protect online banking sign-on and practice proper password hygiene to minimize attacks that are on the rise. The industry can work to combat threats in a number of ways, including requiring multi-factor authentication (MFA) during the login process, setting up dark web monitoring alerts, addressing general password hygiene needs and implementing password management tools, installing solutions such as anti-phishing web browsing software, and implementing policies for location and devices staff can log in from and the type of access allowed.
Beyond these basic protection measures, what should banks do to fully protect themselves?
DeMichele: The private banking and finance sectors need to focus on how they store and share sensitive data and information. By identifying weak spots and knowing how to reduce risks, banks can make attacks more difficult to accomplish and essentially less attractive to potential hackers in the first place. Cybersecurity also needs to be a concern beyond the IT department. Staff with network access need to be properly informed and trained in their role in keeping the organization secure against attacks. Organizations should also weigh the option of implementing automated solutions. With the rise of the digitization of the sector, tools that automate cybersecurity and compliance are now available to help mitigate risk.
Do you envision we’ll ever see a world without passwords as we know them today? What would that look like?
DeMichele: Over the next year, I anticipate a simplification of the tool set for administrators and the end user experience that enables efficient password hygiene. Today’s password solutions were built for the more tech-savvy crowd, but looking ahead, password management will become more intuitive for end users. In addition, within the next five years or so, VPNs will likely be obsolete and replaced by zero trust. It offers a different perspective on how devices are connecting to networks, which is critical as organizations remain remote or shift to a hybrid workforce. There will likely be one vendor that comes to market and makes it simple to implement, which is when every company will look to adopt it. I also see passwordless authentication with strong security standards such as FIDO 2.0 being adopted and triggering a slow phasing out of traditional passwords. It will be a long journey to get to that point, and password management solutions that are tackling both challenges will help users keep secure profiles.
What role does digital identity play in all of this?
DeMichele: We’re in the midst of a revolution of how individuals interact online as a result of digital identities. Unfortunately, the more we digitize ourselves without the proper protections in place, the easier it becomes for cyber criminals to learn about us and use our digital identities to their advantage. With the rise of digital wallets, vaccine codes, digital driver’s licenses, biometrics and credentials, connected homes, smart airports and much more, we’re likely going to experience more calls for supervision of these digital ID systems along with more global ID initiatives in the future. With more access to the internet via mobile, a pandemic-induced accelerated shift to all things digital-first, and an increase in demand for security, digital identity is definitely a feature of modernization processes to come.
In addition to many of the familiar faces who will be returning to London next month for FinovateEurope, this year’s conference also will feature a sizable number of newcomers to the Finovate stage. Here’s a brief introduction and welcome to these FinovateEurope speakers to whet your appetite for what we have in store on both our Digital Kick Off Day of March 15th and during the conference proper on March 22nd and 23rd.
With more than 20 years of experience in advisory services within Swedish bank Handelsbanken, Malin Lignell currently works with the company’s Digitalization and Innovation team to enable greater innovation and focus on the bank’s digitalization journey. Having a keen eye on the way emerging technologies influence customer behavior and drive new business models, Lignell will lead a Fireside Chat as part of FinovateEurope’s Digital Kick Off event on March 15.
Author of The Fifth Industrial Revolution, Inma Martinez will provide FinovateEurope’s Keynote Address on Wednesday, March 23rd. Martinez is a digital pioneer and AI scientist, as well as a member of the Expert Group at The Global Partnership on Artificial Intelligence (GPAI), an AI-based initiative sponsored by the OECD and G7. An advisor to business and government leaders on how to turn digital transformation into competitive advantage and contribute to social progress, Martinez will share her insights on creating an exceptional customer experience via UX-led design. Borrowing from the successful experience of technology giants, Martinez will explain how financial institutions can pivot away from a product focus to a customer focus by “unlocking data” and enhancing customer engagement.
Here are some of the other newcomers who will be joining FinovateEurope as part of our Power Panels, roundtables, and Executive Boardroom sessions.
Radboud Vlaar. Founder and Managing Partner at Finch Capital, Vlaar will join our Future of Fintech power panel on our Digital Kick Off, Tuesday, March 15.
Our Executive Boardroom on Financial Inclusion on Tuesday, March 22 will feature five fintech experts, all of whom are newcomers to the Finovate roster.
Anette Broloes. Fintech analyst with Broloes Consult.
Natalie Ledward. Head of Vulnerable Customers, Monzo
Sanghamitra Karra. EMEA Head of Multicultural Client Strategy & Multicultural Innovation Lab at Morgan Stanley
Neha Mehta. Founder of FemTech Partners
Ahmed Karsli. Founder and CEO of Papara
Tuesday will also feature an Executive Boardroom on Financial Crime. Among the new faces on this panel are Jane Barber, Regulatory and Trade Association Lead, NatWest Group; and Nitzan Solomon, Head of Surveillance & Financial Crime Technology EMEA, Nomura.
Wednesday morning will feature a pair of Power Panels with a number of guests who will be appearing on the Finovate stage for the first time. Our panel on achieving digital acceleration includes newcomers Christoffer Malmer, Head of SEBx at SE; Gunter Uytterhoeven, Chief Customer & Innovation Officer at AXA Next; and Carol Hamilton, Senior Vice President of Global Solutions at Provenir. Making their Finovate debuts as part of our panel on fintech collaboration and partnerships are Janine Hirt, CEO of Innovate Finance, and Thea Loch, Head of Strategic Design with Lloyds Banking Group.
FinovateEurope 2022 is right around the corner. If you are an innovative fintech company with new technology to show, then there’s no better time than now and no better forum than FinovateEurope. To learn more about how to demo your latest innovation at FinovateEurope 2022 in London, March 22-23, visit our FinovateEurope hub today!
According to Fintech Adoption Index’s research, one-third of all consumers globally utilize at least two or more fintech-based services, and the trend is growing. The fast-paced evolution of fintech necessitates organizations to keep up and continue to provide services that clients desire.
Headquartered in New York City, Tern is a fintech as a service innovator dedicated to enabling startups and established financial institutions alike to launch embedded banking and payments services products. The company, founded in 2015 by CEO Brion Bonkowski, offers a multi-currency, multi-language prepaid and stored-value platform with embedded AML, KYC, CIP, and fraud mitigation solutions.
We caught up with Brion to discuss a variety of critical topics in fintech – from the power of embedded finance and the future of neobanks, to the rise of BNPL and the challenge from Big Tech and Big Retail. We also discussed how Tern enables more companies to fulfill the promise of the banking as a service (BaaS) phenomenon.
What problem does Tern solve and who does it solve it for?
Brion Bonkowski: Tern is a fintech infrastructure company that exists to help virtually any company launch fintech products. Launching fintech products is hard and expensive. Anyone who has done it before knows the pains of contracting with banks, processors, and networks. Combined with long project timelines, these obstacles sadly prevent many programs from ever launching.
The emergence of Banking as a Service (BaaS) was the market’s initial reaction to try and serve this need. It was a way to package program management, processing, and banking under one roof. But BaaS had a narrow mandate aimed at serving startups for the most part when, in reality, the number and type of companies interested in launching financial services offerings is much broader.
Tern is the next evolution of BaaS in that we’re building tools that allow virtually any type of company to launch fintech products. This could include an early stage fintech startup, a legacy fintech, or a big global brand that wants to provide value-added financial services products to their existing customer bases. By offering no code (white labeled UX), low code (embeddable widgets), u code (API) options, we are striving to be every company’s answer to launching fintech products quickly and compliantly.
The rise of embedded finance has been one of the biggest trends in fintech of late. How do you see this trend evolving in 2022?
Bonkowski: We see a definite trend with more traditional enterprise players launching embedded finance applications, aiming to add stickiness to their service offering and additional lines of revenue to increase ARPU (average revenue per unit). The problem is, it is really hard to prototype, A/B test, and launch pilot programs to test a particular thesis in the market. We find marketing and product teams attempting to prototype and launch products quickly, however the problem is the complex compliance and regulatory oversight required. In response to this growing demand, technology providers will need to make their tools easier to deploy (with compliance baked in) to keep up with ambitious project timelines. Tern, for example, launched low code widgets to enable companies to launch core fintech services, such as onboarding, account issuance, and payouts, quickly and inexpensively.
Looking ahead, the real uptick in embedded finance will come when enterprise legacy companies, with established customer bases, realize the ROI of launching fintech services across a broad range of industries, and have a deployable vehicle to bring them to market. So, really, I would say we’re still at the beginning of this trend, and that’s exciting.
Another major trend in fintech is the proliferation of neobanks – especially those serving specific communities and consumer segments. What is driving this and how sustainable is it?
Bonkowski: New neobanks are popping up all over the place, and for good reason. Consumers have decreasing loyalty to traditional banks, so when a new online bank with messaging targeting a specific demographic appears, that demographic will typically at least test the waters, especially if motivated to do so by their peers. This is especially true if the account is free and offers services traditional banks do not, like earned wage access (EWA). Challenger banks like Chime started the wave of EWA programs and we find this function to be a big driver for neobanks to differentiate themselves and add new customers. Unfortunately, outside of EWA offerings, many of these neobanks have little to no differentiation. Many rely on celebrities and influencers to get the word out which is definitely not sustainable. Coupled with a bullish fintech venture market, we are sure to see some major casualties in the coming years.
Neobanks with specific functionality catering to their audience, however, still have a fighting chance at disruption. These differentiators vary, but even something like lowering the friction of moving funds into or out of accounts, or adding a utility like crypto or remittance to a portfolio, can be very powerful.
We’ve seen a number of different types of industries – from Big Tech to Big Retail – move into the banking services space. What kind of challenge does this represent for both “traditional” fintech providers as well as for banks?
Bonkowski: One distinct advantage that Big Tech and Big Retail have over banks and “traditional” fintechs is data. They know who their customers are, how they spend their time, and what they buy, which gives them a significant leg up in offering financial services and credit products. Traditional banks and processors see transaction data and know if you have paid your bills on time, but they haven’t a clue as to who their customers are and what makes them tick. Big data is playing an increasing role in establishing very specific cohorts of users. Within this construct, they can facilitate the orchestration of a variety of financial services, offered in different formats with cohort specific messaging, to see which one works.
The one saving grace traditional banks have is regulation and oversight, two things Big Tech and Big Retail want to stay as far away from as possible. They are already under the federal microscope, and the thought for some is that adding banking regulatory obligations could stifle growth and innovation. This has moved Big Tech and Big Retail to partner with banks, rather than compete against them…at least for now.
The Buy Now Pay Later e-commerce phenomenon seems very much in a boom phase. Is regulatory scrutiny inevitable and how might it change the way BNPL services are offered?
Bonkowski: BNPL feels like it’s the wild west of payments right now with little to no oversight. These services are, in fact, credit products and we feel they will eventually be treated as such by the CFPB. We expect new regulations and standards for things like fees, disclosures, payment due dates, penalties, etc. Our fear is these new regulations may stifle the BNPL form factor by adding steps to the process or forcing consumers to accept multiple onerous disclosures. This may increase shopping cart abandonment, the very thing BNPL is looking to obfuscate. With many products and programs, we feel the best and cleanest end use experience will prevail. BNPL providers need to remain agile and incorporate these new regulations as they come up with the least amount of end user friction possible.
This fall Tern announced a partnership with TransferMex. How did this collaboration come about and how does it help fulfill Tern’s mission?
Bonkowski: TransferMex is a great case study on the power of partnership. In 2020, Tern was approached to help an institutional Mexican labor supplier issue bank accounts for H2 Visa workers. The driver for the program was to service the employers by eliminating paper checks and, in turn, the exorbitant cost for employers to track down workers that have to leave unexpectedly to deliver their final paycheck. Looking to add value to not just the employer, but the workers, Tern suggested adding simple and inexpensive remittance capabilities to the program and TransferMex was born. The TransferMex team had limited technical resources or fintech experience so they chose to use Tern’s No Code deployment option, essentially outsourcing the entire program to Tern.
Today, the TransferMex program is live and is seeing dramatic increases in the number of workers and employers using the service. The TransferMex team does all of the marketing, onboarding, and customer support, while Tern hosts and manages all of the technology, applications, and fintech components. Tern sees growing demand for this model of issuing prepaid cards with remittance capabilities to existing brands, and will be launching two telecom companies with similar functionality in early 2022.
Last November, I chatted with Siri Børsum, Global VP of Finance Vertical Eco-Development and Partnerships at Huawei, as part of our Women in Fintech series.
At Huawei, Børsum is responsible for building a team that ensures Huawei has all of the financial apps for their mobile ecosystem. Børsum, who recently entered into the fintech industry, gained an interest in the tech arena while working at Google in the early days. The thrill of the new industry and betting on something big excited her about the field.
During our interview, we discussed the evolution of digital transformation and what to expect going forward. Below is a brief summary of our conversation. You can check out the full interview on the Finovate YouTube channel.
How has the digital transformation narrative changed?
Siri Børsum: I think companies are focusing even more on it and, for the first time, we as consumers have actually followed. It’s been one of those chicken-and-egg type of scenarios because we’ve all seen it’s been possible but the users haven’t joined in as much as we in the industry would have hoped for.
I now think that both companies and consumers see the extreme benefit of having better technological tools to do their banking. Consumers have now experienced good customer experience within not just the finance industry but within the tech industry– they’ve seen how apps can help them in their daily lives. This makes them more demanding than ever before and when customers are demanding, we need to step up.
What are your recommendations to help fintechs and banks keep up with changing consumer expectations?
Børsum: Start to focus on it. Have it top of mind. Not just something you say you want to do, but actually something you are measured on and that everyone in any management group or the C-suite talks about all the time. They know what KPIs there are. They know the development. It’s not something that’s left to the developers on the second floor.
Make sure it’s your highest priority. Make sure it’s measured and also don’t think you can do it on your own…. Also, you don’t drive innovation without the right culture. You need to look after your people, you need to make sure they feel safe, that they dare to try new things, and that they come to you with all the ideas. They also need information. They need to know what’s possible and they need to know what’s going on in the company in order to contribute.
What’s next for digital transformation?
Børsum: I’ve tried to bet on the future and I haven’t succeeded many times– I don’t think most people do. For me, I look more at what we see now. What are the current trends and what do I wish for as a customer?
I think embedded finance is obviously the next step and we need to see that work, truly. For me, personally, I would love to see payments disappear, totally. We’ve already seen these things and were moving towards it. It won’t happen straight away, but it’s definitely the direction we’re going.
Siri Børsum will deliver a keynote address titled, “Capturing Your Customers’ Goals & Finding New Revenue StreamsBy Putting Yourself At The Heart Of Their Lives” at FinovateEurope which is taking place March 22 through 23 both in-person in London and digitally.
With the new year just two weeks away, it’s a good time to reflect.
We spoke with Justin Passalaqua, Chief Market Officer of North America for Worldline, on what he has seen in the payments space this year and the payments trends he anticipates taking over in 2022.
Were there any payments trends that emerged this year that you didn’t expect to see?
Justin Passalaqua: I wouldn’t say any trends caught me by surprise necessarily. However, I did not expect how quickly businesses started adopting payment methods like contactless, e-commerce, and order ahead payments.
These trends have been in the works for a while. But the accelerated growth of these payment methods due to the pandemic, I think, caught everyone off guard. Not only have we seen tremendous growth in contactless and online payment options, but the more we see these used in the market, the more enhancements are made to make payments seamless.
How have embedded payments altered the course of fintech thus far?
Passalaqua: Users can make payments anywhere, at the touch of a button and, as a result, the industry has seen an increase in conversions by almost 40%. The fewer steps it takes a user to make a payment, the more likely they will complete a purchase. And if they have a great experience shopping with a merchant, they are more likely to shop there again.
Loyalty has become a huge growth driver, especially in the order ahead/food industry. The rise of mobile apps makes it easy for businesses to offer more rewards for repeat customers, establishing trust between the business and consumer. When software and app providers implement the right tools that simplify the checkout process and strengthen loyalty, everyone benefits.
What payments trends do you anticipate dominating in 2022?
Passalaqua: One trend I have seen a lot of over the years that I expect will evolve in 2022 is Integrated Software Vendors (ISVs) building their own payment gateway or leveraging a Payments-as-a-Service (PaaS) platform and white labelling it with their own brand. As ISVs aim to be an all-in-one solution for their customers, owning the end-to-end payments piece essentially transforms them into a payment provider.
Another trend that will continue to dominate next year is the further decline of cash and the increased adoption of cards and mobile wallets. In 2021 we saw a 12% global decline in cash payments due to COVID-19. People will continue to adopt card and mobile wallets at a faster rate, and not just for safety and sanitary reasons. With the more rapid and convenient experience offered by cards and mobile wallets, we will probably never see a backwards shift to cash again.
What’s in the pipeline for Worldline in 2022 and beyond?
Passalaqua: Without giving away our secret recipe, we have big plans for expansion next year. First, we are investing heavily in the U.S. market. Although Bambora and Ingenico are well known in Canada and the U.S., Worldline is relatively new to North America. Our goal is to make Worldline a trusted household name for ISVs and the payments industry.
We are also focusing on growing our contactless/card-present payment solutions with new technologies to make card-present payments even more effortless. We are enhancing our bank-to-bank technologies to expand our payment types, focusing on our ACH solution, which aligns with our plans for the U.S. market.
