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Glia Partners with Jack Henry to Bring Innovations in Digital Customer Service to Banks and Credit Unions

By David Penn Posted on December 15, 2022
Categories: Alumni News, Daily news, Glia, Jack Henry

Glia and Jack Henry announced a partnership this week that will integrate Glia’s Digital Customer Service into Jack Henry’s Banno digital banking platform.
The integration will enable a wider number of banks and credit unions to interact with their customers via digital channels such as voice and video banking.
Glia and Jack Henry are both Finovate alums. Jack Henry made its Finovate debut in 2010. Glia has won Best of Show at Finovate conferences six times.

A newly announced partnership between a pair Finovate alums will bring some of the latest innovations in digital customer service to more bank and credit union customers. Digital Customer Service specialist Glia announced this week that its technology is now available via Jack Henry’s Banno Digital Platform.

The integration will give financial institutions using the platform the ability to engage customers across all digital channels – from SMS and chat to voice and video banking. Glia’s acquisition of fellow Finovate alum Finn AI in June adds innovative virtual assistance technology to Glia’s offering – technology that will now be available to banks and credit unions on Jack Henry’s platform. The integration was facilitated by the Banno Digital Toolkit, which uses the same set of APIs upon which the Banno Digital Platform is built.

“Glia is making Digital Customer Service accessible to a growing number of banks and credit unions, empowering them with powerful tools to digitalize and transform customer service,” Glia SVP of Alliances Steve Kaish said. “Our integration with Jack Henry accelerates that mission, allowing more institutions to facilitate digital-first engagements within the digital domain.”

A six-time Finovate Best of Show winner, Glia most recently demoed its Digital Customer Service technology at FinovateSpring last year. At the conference, Glia showed how its latest innovation automatically connects customer inbound calls to the customer’s associated online browsing sessions to give customer service representatives context when handling the customer query. This helps improve the quality of the session, making it easy for the representative to collaborate online with the caller via features like co-browsing, screensharing, and one- or two-way video. This, according to Kaish, will help “community institutions create competitive advantage” versus their national and international rivals.

Founded in 2012, Glia is headquartered in New York City. Daniel Michaeli is CEO and co-founder.

With more than 9,000 customers in the U.S., Jack Henry offers banks and credit unions an ecosystem of innovative financial services solutions, as well as the ability to integrate with leading fintechs. Headquartered in Monett, Missouri, and founded in 1976, the company made its Finovate debut in 2010 and has since grown into a major technology and payment services company with $1.7 billion in revenue for the fiscal year ended June 30, 2021. Jack Henry is a publicly traded entity on the Nasdaq under the ticker “JKHY,” and has a market capitalization of $13 billion.

A Finovate alum since 2010, Jack Henry & Associates was featured in Computerworld’s “Best Places to Work in IT” list for 2023. This week, the company announced that it was adding automated policy management technology to its Governance, Risk, and Compliance (GRC) Suite. David Foss is President and CEO.

Photo by Yan Krukov

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Bridging the Empathy Gap with Human-Centered AI: Our Conversation with Uday Akkaraju, CEO of BOND.AI

By David Penn Posted on December 15, 2022
Categories: Bond.AI, CEO Interview, Speaker series

One of the more compelling presentations at FinovateFall this year was the keynote address from BOND.AI CEO Uday Akkaraju. Titled “Why the Future of Finance is Beyond Finance, And How to Get There,” Akkaraju’s discussion looked at the wave of digital transformation in financial services and asked “is there a radically smarter path to profitability while staying relevant to customer expectations?”

We pick up on this conversation in today’s extended interview with the BOND.AI CEO. Akkaraju has leveraged his background in interaction design and cognitive science to help make machine intelligence more empathetic and human-oriented. The result is the world’s first Empathy Engine for finance – a technology that helps bridge the gap between consumers struggling to meet their financial needs and banks that are eager to engage these consumers with new technologies that offer greater personalization and effectiveness.

Founded in 2016 and headquartered in Little Rock, Arkansas, BOND.AI won Best of Show in its Finovate debut at FinovateFall 2018. We talked with the company’s CEO about the how the company is helping financial institutions better serve their customers, as well as what to expect from BOND.AI in 2023.

You recently spoke at FinovateFall on Why the Future of Finance is Beyond Finance. Can you tell us a little bit about what you shared with our audience in that keynote?

Uday Akkaraju: It was my pleasure to be asked to speak again at FinovateFall this year. A lot has changed since I spoke last time in 2018! And a lot has changed for the better in terms of banking.
The pandemic spurred investments in technology and digital channels to reach customers—a benefit for the banking and fintech industry. However, we must now utilize opportunities accelerated by the pandemic to create a future of better financial health for everyone.
I wanted to use my keynote speech to highlight the “Empathy Gap” between what customers need and what banks can offer today, especially given the fast-changing economic environment. For me, it’s essential we discuss how fintech can help bridge the communication gap between banks and customers. Banks need to strategically implement discourse analysis tools with measurable KPIs to ensure they don’t return to past mistakes.
That’s where human-centered AI comes in. In this case, AI is our chatbot-powered Empathy Engine that can converse with customers via an app to get a deeper understanding of their needs. Through conversation, banks can grow their revenue using customers’ contextual information. With more customer data, individual banks can meet and even predict an individual’s needs, improving financial health as they tailor their products and services as a result. Of course, conversational data is only a part of it. You still need the bank data – otherwise, you only get half the truth.

BOND.AI won Best of Show at FinovateFall 2018 with a live demo of its Empathy Engine. You’ve also talked about something you call the “Empathy Gap.” For the uninitiated, what does the “empathy gap” mean?

Akkaraju: The Empathy Engine is our main vehicle for closing the gap between customer needs and a bank’s inability to meet those needs, which we’ve labeled the “Empathy Gap.” We quantify this gap between what banks offer and what individuals need to be worth roughly $34.2 trillion. I like to say the only thing that changes faster than technology is consumer expectations. Unfortunately, banks’ inability to keep up with those expectations leaves them with a lot of money left on the table for them and a lot of lost opportunities for consumers.
The Empathy Engine helps banks to better communicate with and service consumers to close this “Empathy Gap.” We use its ability to talk directly to customers and deliver personalized service at scale. This aids banks in seeing a holistic picture of each individual and better meeting their financial needs.
The main point of my presentation, though, was to make it clear it’s not going to be possible for one fintech or financial institution to close that gap alone. That’s why we created The BOND Network, to connect banks, employers, and fintechs and make it a true network—not just a marketplace—to balance the needs of all three stakeholders.

How does BOND.AI’s Empathy Engine flow from this?

Akkaraju: We launched the world’s first Empathy Engine for finance in 2018. It’s designed to bridge what the consumer needs against what the bank can offer to give a holistic view of customers, including their needs, strengths, weaknesses, and potential.
Right now, for customer segmentation, banks only consider financial data, and that information remains too broad. It fails to keep up with fast-changing consumer expectations or recognize an individual’s circumstantial information. Segmentation should consider both financial and non-financial data to be effective and offer a hyper-personalized approach that talks directly to the customer.
The BOND.AI Empathy Engine was developed in response to this insight. Instead of considering massive amounts of data with lots of noise, the engine moves to a small-data approach, where segmentation happens based on actual and observed behavior rather than traditional correlations and predictors.

Who is BOND.AI’s primary market and how do those customers use your technology?

Akkaraju: Our primary market is currently made up of financial institutions to whom we provide a white-label solution for insights, analytics, and customer communication. These are our core customers, and they are also members and contributors to The BOND Network.
We also have employers on the network who provide our mobile app to their employees as a financial benefit. At this point, we have 28 employers bringing about 300,000 employees into the network, which is set to grow next year.

What makes BOND.AI’s technology unique in the way it solves problems for your customers?

Akkaraju: Our Empathy Engine is the first-of-our-kind, human-centered technology focused on increasing the financial health of institutions and individual consumers. It also powers The BOND Network, which nurtures an ecosystem of financial institutions, fintechs, employers, and employees that all benefit. The engine identifies stakeholder needs and connects the dots to fulfill those needs, thus making this a network rather than a marketplace.
This is how our efforts move ‘beyond finance’. We believe to bridge the Empathy Gap it will take collaborative action to understand people as more than just transactional data and talk to them instead to establish their needs and situational context. With AI tools, we can speak directly to customers from the comfort of their own home or on the go with our mobile app. This intimacy builds trust and strengthens the customer’s relationship with their bank, so people feel able to share their problems.
The best part? Insights are there for everyone across the network to see how they can further close the Empathy Gap.

I think some would be surprised to learn that BOND.AI has headquarters in Little Rock, Arkansas. What does Little Rock offer a company like BOND.AI?

Akkaraju: There’s a lot we feel Little Rock can offer us, which is why we moved here! We were previously based in New York but chose Little Rock strategically for both the company and our employees. The work-life balance is good here. There’s also barely any commute considering most places can be reached in 20 minutes. That’s ideal for a fast-growing start-up where time is money.
There has been a move away from the coast, but tier-two cities are also getting a little cramped. People are happy to explore other options at this point, and Little Rock is an interesting place where both company and employee dollars stretch further.
There are also a lot of possibilities here for us as a start-up looking to connect with employers and their workers. Walmart’s headquarters is here, and many of its vendors are nearby. You don’t need to move to the city to find talent and opportunity. The next thing we’d like to do is start consciously investing in the local talent we think is out there to really prove that to people.

What can we expect from BOND.AI in 2023?

Akkaraju: In 2023 we’re excited for our app to be going direct-to-consumer via employers and expanding our partnerships for The BOND Network. We’ll be using these acquisitions to grow the company organically. These developments will also aid us in our mission to give the power of data back to the consumer and show banks what types of data they can leverage more effectively.
We want to focus on alternative wealth building, giving more people the tools they need to take control of their finances confidently. Budgeting is good, but it doesn’t fix the bottom line and, in many cases, more support is needed. We want to extend the possibilities of financial inclusion by giving everyone access to the tools used by high-net-worth individuals and sharing guidance on how to use them.

Photo by Tara Winstead

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What These 10 Holiday Movies Teach Us about Fintech

By Julie Muhn (@julieschicktanz) Posted on December 14, 2022
Categories: List series, Thought Leadership

If you plan on binge watching holiday movies in the next few weeks (or if you have been since October), here’s something to think about. Did you know that many of these films come with lessons for the fintech industry?

Here are some films you may want to watch over your winter break, along with some of the wisdom they hold.

Home Alone (1990)

In this movie, Kevin McCallister finds himself left at home without any adults to help him carry out daily tasks and defend himself against burglars. In the same way, many customers are conducting their banking activities from home on their own devices. The only tools they have to successfully conduct banking activities are a strong password and your bank’s user-friendly design.

Lesson: Don’t make your customers feel at home alone. Provide them with tools they need to successfully conduct everyday banking tasks from your app.

It’s a Wonderful Life (1946)

After George Bailey contemplates suicide during a time of financial instability, his guardian angel comes to show him all the ways in which he has made a difference in the lives of others. In the end, he begs his angel to give him his life back. After he does, his community rallies around him to help him regain financial stability. The current economy is impacting firms across banking and fintech differently. Every organization has a storm to weather.

Lesson: Pay attention to what’s truly important in life and maintain a focus on community, especially in the midst of economic turmoil.

Family Stone (2005)

When a woman from the big city, Meredith, accompanies Everett, her boyfriend, to his childhood home for Christmas, they both discover that they aren’t right for one another. As the story progresses, it becomes apparent that Everett and Meredith’s sister Julie are falling for each other. Keep your bank or fintech partners in mind while watching this one.

Lesson: Finding the right bank or fintech partners can be a struggle. However, it is worth conducting proper due diligence to find the right partner before committing.

The Santa Clause (1994)

Toy salesman Scott Calvin is unexpectedly forced to become Santa Clause after the original Santa Clause falls off his roof. After spending much of the movie in denial and resisting his new role as Saint Nick, Scott Calvin ultimately accepts his new role, and everyone is better off because of it. Has your organization ever had to make a similarly drastic pivot?

Lesson: When the needs of the customer evolve, so should your business. Being able to pivot to meet customer expectation not only benefits end users, it will also be good for your bottom line.

Die Hard (1988)

When New York City Policeman John McClane visits his ex-wife at a holiday party on Christmas Eve, terrorists attempt to take over the building and John realizes that he is the only one who can save everyone. Whether you can see the fraudsters or not, everyone deals with them on a daily basis.

Lesson: You are responsible for creating the first line of defense between your customers and cybercriminals.

Jingle All the Way (1996)

In this holiday movie, Howard Langston tries to impress his son by giving him the season’s hottest toy, the Turbo-Man, for Christmas. The toy is almost sold out, however, and Howard goes to great lengths to compete with another father to get the toy. Ultimately– and only after proving himself a hero– Howard gets the Turbo-Man toy to give to his son in time for Christmas. While the customer acquisition race isn’t as competitive as a war over the Turbo-Man toy, it may seem like a battle at times.

Lesson: There will always be competition between and among banks and fintechs. And just like Howard’s fight for Turbo-Man, fighting to gain customers takes sacrifices and ultimately may require your organization to prove itself a hero to the customer before winning them over.

How the Grinch Stole Christmas (1966)

The Grinch, who hates Christmas, tries to take the joy away from the townspeople of Whoville by stealing their presents and other Christmas paraphernalia. Even after he does so, however, he hears the townsfolk joyfully celebrating Christmas, despite the lack of presents, food, and decorations. In the end, the Grinch realizes that Christmas is more than presents, tinsel, and bows. Just as the Grinch discovered there is more to Christmas than the money-making aspects of it, perhaps we can all look beyond our bottom lines this season to discover how we can better serve our target market.

Lesson: Perhaps there is more to fintech than just pandering to populations that seem the most profitable. Look for ways to benefit to others, even if they may be a net-zero opportunity.

Any Hallmark Christmas special

Many Hallmark holiday movies seem to share a similar premise. A big-city girl inherits a vineyard or a bed and breakfast in a small town. During her visit to the country, she meets a charming man and falls in love with both him and the small town lifestyle. You don’t have to watch a Hallmark movie to realize that expanding your horizons can be beneficial.

Lesson: It may profitable to serve the underserved populations found in rural locations. They could have more in common with your existing target audience than you think.

National Lampoon’s Christmas Vacation (1989)

Clark Griswold tries to create the perfect Christmas for his family, but when the Christmas bonus he expected for the year fails to come through, Clark’s cousin Eddie takes the issue up with Clark’s boss. Though Clark ends up receiving his bonus after all, the movie serves as a reminder not to financially overcommit before funds are guaranteed.

Lesson: Even when times are good, don’t count on extra cash to get your company through. Watch your burn rate.

Frozen (2013)

The main characters, sisters Anna and Elsa, illustrate the ups and downs of the crypto market. After Elsa freezes the town, the damage seems permanent, and residents wonder if they will have to live in wintertime conditions forever. At the end of the film, Elsa figures out how to control her magic and returns the town to its regular climate.

Lesson: Crypto will one day exit the crypto winter and will once again level out. The key to achieving this stasis may be the arrival of regulation in the cryptocurrency space, which is already be on its way. Today, U.S. Senator Elizabeth Warren unveiled a bill to enforce against crypto money laundering.

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How PrizmDoc’s Hybrid Viewing Enhances FinTech Applications

By Julie Muhn (@julieschicktanz) Posted on December 14, 2022
Categories: Sponsored

The financial services industry has seen a breathtaking amount of innovation over the last
decade thanks to fintech applications that streamline user experiences and improve
operational efficiencies. Many of these solutions incorporate third-party viewing integrations
that allow people to view and manage documents, eliminating the need to switch back and
forth between different software.

Implementing specialized viewing technology saves time and resources during the development
process so fintechs can get their products to market faster. By selecting the right integration
partner from the beginning, they can put themselves in a position to scale capabilities in the
future without suffering unexpected costs or compromising performance.

Viewing Integrations and the Problem of Scale

Fintech developers often turn to API-based viewing integrations like Accusoft’s PrizmDoc
because they provide the tremendous power and flexibility that modern financial services
applications require. Whether it’s file conversion, robust annotation, document assembly, or
redaction, fintech software must be able to provide extensive document processing features to
meet customer expectations.

In order to implement those advanced viewing capabilities, the developer usually needs to set
up a dedicated server as part of their on-premises infrastructure or in a cloud deployment. One
of the biggest advantages of API-based integrations is that customers only have to pay for the
processing resources they use, but this can also pose some challenges when it comes to scaling
application capacity.

As fintech companies expand their services, they need to be able to deliver document viewing
capabilities to a larger number of users. If each viewing session requires the server to prepare
and render documents for viewing, costs can quickly escalate. As server workloads increase,
viewing responsiveness may be affected, resulting in delays and slower performance.

While some users may still need to use server-based viewing to access more powerful imaging
and conversion features, many customers simply need a quick and easy way to view and make
minor document alterations. Fintech developers need a versatile solution that can meet both
requirements if they want to scale their services smoothly.

Introducing PrizmDoc Hybrid Viewing

PrizmDoc’s new Hybrid Viewing feature provides fintech applications the best of both worlds by
offloading the document processing workloads required for viewing to client-side devices.
Rather than using server resources to convert files into SVG format and render them for display,
Hybrid Viewing instead converts files into PDF format and then delivers that document to the
end user’s browser for viewing.

Shifting the bulk of document processing work to client-side devices significantly reduces server
workloads, which translates into lower costs for fintech applications.

For documents not already in PDF format, the PrizmDoc Hybrid Viewing feature offers new PDF
viewing packages that pre-convert documents into PDF for fast, responsive local viewing.
By reducing the server requirements for rendering files, fintech providers can easily scale their
applications without worrying about additional users increasing their document processing
costs. PrizmDoc Hybrid Viewing also eliminates the need for separate viewing solutions
implemented to work around server-based viewing, which allows developers to streamline their
tech stack and further optimize customer experiences.

5 Ways Hybrid Viewing Enhances FinTech Applications

PrizmDoc’s Hybrid Viewing feature provides FinTech developers with several important benefits
that improve application flexibility and deliver greater value to their customers.

Resource Savings
Hybrid Viewing minimizes server loads by offloading the bulk of the processing required to view
a document to client-side devices. Reducing server requirements translates into lower costs and
frees up valuable processing resources for other critical fintech workloads.
Scalable Viewing
Shifting the processing work required for viewing to local devices allows fintech applications to
scale their user base with minimal cost.
Enhanced Performance
Offloading document preparation to the end user’s device improves viewing speed and
responsiveness, especially for large documents.
Increased Productivity
Diverting workloads to client-side devices allows application users to process, view, and manage
multiple documents faster. Fintech developers can leverage Hybrid Viewing to provide a better
user experience that helps their customers to be more efficient and productive.
Improved Storage Management
For documents not already in PDF format, Hybrid Viewing can utilize PDF-based viewing
packages that are significantly smaller than conventional SVG viewing files. Files can be
pre-converted for fast, easy viewing without taking up extra storage space.

Enhance FinTech Applications with PrizmDoc Hybrid Viewing

PrizmDoc’s new Hybrid Viewing feature allows fintech developers to seamlessly scale their
application’s viewing capabilities without having to deploy new servers or rethink their cost
structure. Shifting document processing to local devices provides end-users with faster, more
responsive performance, especially when viewing lengthy documents. By keeping
viewing-related costs low, fintech developers can focus their resources on developing new
application features that help their products stand out in an increasingly competitive market.

To learn more about how PrizmDoc’s Hybrid Viewing can benefit your fintech application, talk
to one of Accusoft’s PrizmDoc specialists today.

Photo by Francesco Ungaro

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ING Selects Paysafe for Cash Deposits and Withdrawals

By Julie Muhn (@julieschicktanz) Posted on December 14, 2022
Categories: Daily news, ING Bank

ING Germany has tapped Paysafe’s cash arm, viafintech, to offer its users cash deposit and withdrawal services.
Using ING Germany’s Banking to Go app, customers can deposit and withdrawal cash at more than 12,500 participating brick-and-mortar stores.
Withdrawals are free, but customers will be charged a 1.5% fee on the total amount they deposit.

Global payments platform Paysafe announced today that its cash arm, viafintech, has partnered with ING Germany. Under the agreement, ING Germany will leverage viafintech for its cash deposit and withdrawal features.

viafintech’s technology will enable ING Germany to offer its nine-plus million customers to access a new feature, ING Cash, in its Banking to Go app. The tool will empower users to make cash deposits or withdrawals from their current account at participating brick-and-mortar retailers.

Here’s how it works: a customer decides how much they want to withdraw or deposit, and the app generates a barcode that they can scan at a participating brick-and-mortar store. Currently, ING Germany has more than 12,500 participating stores in Germany, including Rewe, Penny, Rossmann, and dm drogerie Markt.

Users are not required to make a minimum purchase at the retail locations. And while it is free for them to withdrawal funds, ING Germany charges a 1.5% fee on the total amount they deposit.

viafintech was founded in 2011 and was acquired by Paysafe in 2021. The company’s API offers organizations access to its payment infrastructure that enables cash withdrawals and deposits, bill payments, credit payouts, cashless payment methods, prepaid solutions, and gift cards.

Paysafe is a legacy player in the fintech space, having launched in 1996. The U.K.-based company offers payment processing, digital wallet, and online cash solutions connecting businesses and consumers across 100 payment types in over 40 currencies around the world. Last year, Paysafe processed $120 billion in transactions. The company is publicly listed on the New York Stock Exchange under the ticker PSFE and has a market capitalization of $824 million.

Photo by Dom J

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FinovateEurope’s Alumni Alley: Innovations in SaaS Accounting, the Evolution of eDoc Delivery, and the Challenge of Digital Identity

By David Penn Posted on December 13, 2022
Categories: Direct ID, FinovateEurope 2023, MiiCard, Striata, Xero

Alumni Alley is the latest addition to our upcoming FinovateEurope conference in March. This new feature is exclusively for FinovateEurope alums, and will give these companies a unique opportunity to share their latest innovations in a special showcase at the event. Learn more about FinovateEurope’s Alumni Alley and see if it’s a fit for you!

This week we continue our commemoration of FinovateEurope’s earliest alums with a look at SaaS accounting platform innovator Xero, digital communications provider Striata, and digital identity pioneer miiCard – now DirectID.

Your Cloud Accounting Platform Hero, Xero

Believe it or not, there was once a debate about whether or not accounting technology truly qualified as fintech. Helping make the case were companies like Xero, a Wellington, New Zealand-based startup, founded in 2006, that was bringing its SaaS accounting solution to small businesses and their accountants around the world. When the company made its Finovate debut at FinovateEurope in 2011, the five-year old firm had raised $35 million and had 27,000 customers in 50 countries. Today, Xero is a cloud-based accounting powerhouse with more than $680 million in equity capital raised, and more than 3.5 million subscribers to its technology around the world.

_{Xero’s new CEO Sukhinder Singh Cassidy}

Founded by Rod Drury, who was CEO of Xero until 2018, Xero offers small businesses the tools they need to manage many critical financial operations including accepting payments, billpay, inventory and project tracking, expense claim and invoice management, and more. A partnership with fellow Finovate alum Gusto enables Xero users to calculate pay and deductions, as well as make payroll payments to employees.

Earlier this month, Xero announced that Sukhinder Singh Cassidy had been appointed as the company’s new CEO. Cassidy will take the reins from Steve Vamos, who has served in the position for almost five years. Xero Chair David Thodey praised his new CEO as a “purpose-driven and human-centered leader who is passionate about supporting our customers and is committed to growing and nurturing Xero’s unique and vibrant culture.”

Striata Becomes Tilte: Beyond the Business of eDoc Delivery

The business of edocument delivery has changed significantly over the decade-plus since FinovateEurope 2011. But New York-based customer communications specialist Striata, which made its Finovate debut at our European event that year, has continued to innovate in this space, transforming complex customer communications systems and leveraging multi-factor authentication and encryption key management to ensure both security and compliance.

This helps explain why the company caught the eye of customer communications management (CCM) software and services company Doxim who, in 2020, acquired Striata for an undisclosed sum. The acquisition integrated Striata’s technology into Doxim’s CCM Platform, helping move the solution closer to Doxim’s goal of offering an “integrated SaaS CCM platform” that supports the entire omni-channel customer communications lifecycle.

_{Striata CEO Michael Wright introducing his company to audiences at FinovateEurope 2011}.

“For over 20 years, Striata has been innovating in the CCM space by delivering digital-first solutions across multiple industries, channels, and devices,” Striata CEO Michael Wright said when the acquisition was announced. “As the world evolves into a digital community, a platform approach to scalable and secure yet personalized communications will be critical.”

In October, Striata underwent another transition as the firm’s South Africa team, under the leadership of Wright, launched Tilte.cx. The new venture is an IT services and consulting company that helps businesses enhance customer engagement via solutions ranging from digital communications and chat commerce to customer journey orchestration and data analysis.

Innovations in Digital Identity: from miiCard to DirectID

The FinovateEurope 2011 demo from Edinburgh-based miiCard (now DirectID) helped introduce many fintech observers to the challenges – and opportunities – in the field of trusted online identity.

Founded in 2010, miiCard appeared on the FinovateEurope stage with an identity-as-a-service solution that enabled users to prove that they “were who they said they were” online in minutes. The verification was as authentic as a physical passport or photo ID, establishing identity to level of assurance 3+, as well as meeting both KYC and AML compliance requirements.

_{Company founder and CEO James Varga introducing miiCard – now DirectID – at FinovateEurope 2011.}

Founded by James Varga, who continues to serve as the company’s CEO, miiCard rebranded to The ID Co. in 2016. The move reflected the growth of the company’s B2B DirectID service, which, launched in 2014, provided an “all-in-one” embedded, integrated verification solution that was especially valuable for financial institutions processing high value transactions online.

“Our mission is to create a layer of trust online, a digital world where you can trust that people really are who they say they are,” Varga said when the rebrand was announced. “Our new company name represents who we are, and better reflects our mission to help solve one of the greatest challenges of our time.”

Four years later and the impact of DirectID on the company’s business was so profound that another rebrand was launched, this time naming the company after what had clearly been demonstrated to be the firm’s most accomplished solution. “The market has changed so much, and data has become such an important part of our offering, that this change in focus was required,” Varga explained in a blog post.

Since the latest rebrand, DirectID has forged partnerships with a wide range of companies including authentication company Trust Stamp and credit hire organization AX. More recently, DirectID teamed up with U.K. payments company ShieldPay and secured $3 million in new funding.

Photo by Alex Pham

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Insurtech Oyster Raises $3.6 Million

By Julie Muhn (@julieschicktanz) Posted on December 13, 2022
Categories: Daily news

Insurtech company Oyster received $3.6 million in seed funding.
The round was led by New Stack Ventures.
Oyster was founded in 2021 by Blend, Stripe, and Strategy& alumni Vic Yeh, Jon Patel, and Nikhil Kansal.

Insurtech company Oyster received $3.6 million in funding this week. The Seed Round was led by New Stack Ventures with contributions from Global Founders Capital, Conversion Capital, Cambrian Ventures, SNR VC, Kearny Jackson, Valia Ventures, Interlace Ventures, V1 VC, and a group of angel investors.

Oyster a new take on insurance. It provides merchants an embedded insurance tool to integrate into their point-of-sale that offers customers insurance for a good or service they are about to purchase. Oyster will use today’s investment to fuel its point-of-sale insurance platform and add more merchant partners. The company’s list of merchant partners currently includes Bulls Bikes, Jewels by Grace, Zooz Bikes, Bario Neal, Area 13 Ebikes, and The New Wheel.

“You can buy a $5,000 ebike or engagement ring online in just a few clicks and get it delivered the next day. Want to get insurance for that purchase? Good luck! It’s an offline process that can take many days and lots of paperwork,” said Cambrian Ventures Founding Partner Rex Salisbury. “Oyster is offering embedded insurance for high growth ecommerce categories to allow consumers to seamlessly insure some of their most important possessions at point of sale in a few minutes. It’s a huge opportunity to move personal insurance into the digital age.”

Oyster differentiates itself by offering affordable insurance rates for products including bikes, ebikes, jewelry, phones, collectibles, and electronics. The company provides full coverage from theft, loss, and accidental damage– and many policies offer a zero dollar deductible.

The company was founded in 2021 by Blend, Stripe, and Strategy& alumni Vic Yeh, Jon Patel, and Nikhil Kansal. The team recognized the insurance market as one of the last financial sectors to be disrupted by the technological innovations of the past two decades. “The insurance industry is still in the early innings of digital transformation,” the company said in a blog post announcement. “As such, we’re accelerating the speed of innovation in order to provide the best-in-class products and services to our customers and partners.”

Photo by Mandy Henry on Unsplash

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Salt Edge and ebankIT Team Up to Help Financial Institutions Maximize the Opportunity of Open Banking

By David Penn Posted on December 13, 2022
Categories: Alumni News, Daily news, ebankIT, Salt Edge

A pair of Finovate alums — Salt Edge and ebankIT – have teamed up to help financial institutions leverage open banking to provide more services to customers.
The partnership will enable ebankIT’s bank and credit union clients to access accounts from more than 5,000 financial institutions.
Salt Edge is headquartered in Toronto, Ontario, Canada. ebankIT is based in Porto, Portugal.

A newly announced partnership between Finovate alums ebankIT and Salt Edge will help financial services companies in Canada, Europe, and elsewhere to maximize the opportunity of open banking. The partnership will enable ebankIT to empower banks and credit unions to access accounts from more than 5,000 banks. At the same time, working with Salt Edge – an ISO 27001 certified company licensed as an AISP under PSD2 – will ensure that open banking compliance requirements across regions will be fulfilled.

“At ebankIT, we understand that Open Banking is the way forward when it comes to humanizing the digital banking experience for millions of end-users worldwide,” ebankIT Head of Sales HQ and Partnerships Pedro Leite said. “That’s why we believe that this partnership with Salt Edge will bring great benefits to our ecosystem of financial institutions.”

With its Omnichannel Digital Banking Platform, ebankIT helps financial institutions to make digital transformations, regardless of their size. Currently licensed to FIs in 11 countries, ebankIT’s platform enables banks and credit unions to offer customer experiences across all modern digital channels, from online and mobile to wearables and the metaverse. A Best of Show winner at FinovateFall in 2019, the Portugal-based company most recently demonstrated its technology this spring at FinovateEurope.

In addition to its partnership with Salt Edge, ebankIT has teamed up with other Finovate alums in 2022. In October, the company announced that it was working with multiple-time Finovate Best of Show winner MX to integrate MX’s Insights and Personal Financial Management (PFM) tools into its digital banking platform. Earlier this year, ebankIT announced a collaboration with another multiple-time Finovate Best of Show winner, Horizn. This pact is designed to help financial institutions smoothly launch new ebankIT platform deployments for both front-line employees and customers.

Salt Edge, which demoed its technology at a part of FinovateEurope in 2018 and 2019, was founded in 2013 and is headquartered in Toronto, Ontario, Canada. The company offers both an open banking gateway – to help companies access account information, conduct payment initiation, and leverage data enrichment to turn raw data into actionable insights – as well as a PSD2 compliance hub. Salt Edge’s compliance hub provides a full-stack compliance solution for banks and electronic money institutions, strong, mobile customer authentication, and TPP verification.

“As two cutting-edge tech players pursuing to revolutionize the financial world, we strive to create innovative solutions that will improve financial services for both institutions and consumers,” Salt Edge Chief Growth Officer Alina Beleuta said. “By teaming up, we can double our forces to bring innovations to the financial landscape through seamless open banking solutions.”

Photo by Lisa Fotios

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I Was Wrong: 2023 Fintech Predictions Edition

By Julie Muhn (@julieschicktanz) Posted on December 12, 2022
Categories: Julie's Column, Thought Leadership

What does it take to be a fintech analyst? You have to be willing to get things wrong on occasion. Along with that, you need to be able to admit when you’re wrong. This becomes most apparent every December, when it comes time to share predictions on what the fintech industry can expect in the coming year.

Many of my predictions for 2023, which you can find published in this month’s eMagazine, were shaped from looking back at the trends I predicted for the latter half of 2022. Here’s a look at some of those trends, along with an assessment of how I did and a prediction for how the trend will fare in 2023.

Prediction #1: Beginning the era of “neo super apps”

How I did:
Wrong. With every other fintech company claiming to be a super app these days, this prediction is slightly subjective. In my opinion, however, we haven’t entered an era of neo-super apps.

What to expect:
A year ago, I would have identified the first potential U.S. super app as PayPal. However, Walmart has been making strides in this area and is getting ready to compete in the fintech arena. As a bottomline, we are still a ways out from super apps taking over fintech.

Prediction #2: Accelerating M&A activity

How I did:
Somewhat correct. In comparing M&A activity to pre-pandemic 2019 levels, M&A activity has indeed increased. Though year-end data for 2022 hasn’t been published yet, according to FT Partners’ Q3 2022 Fintech Insights Report, there have been 998 deals so far in 2022. While this represents a slight increase over the 986 M&A deals conducted in 2019, it is a large slide from the 1,486 deals closed last year.

What to expect:
The recent economic decline is causing companies to watch their pockets closely and mitigate risk where they can. Many large fintechs have already made major layoffs in order to maintain their bottomline or reduce their burn rate. These factors will contribute to both lower deal numbers and deal volume in 2023.

Prediction #3: Dwindling conversation around digital transformation

How I did:
Correct. While the need for digital transformation across verticals has not subsided, the continuous pulse of conversation around digital transformation has eased up.

What to expect:
This does not mean that digital transformation is over. In fact, many of the conversations we can expect to have in 2023– such as embedded finance, banking-as-a-service, and personalization– are built on the foundation of digital transformation.

Prediction #4: More discussion around Central Bank Digital Currencies (CBDCs)

How I did:
Correct. In the U.S., the Federal Reserve has not taken much action toward creating a CBDC other than issuing a discussion paper on the topic. However, there has been a flurry of activity around CBDCs across the globe. In December of 2021, nine countries had launched a CBDC, while today, 11 have launched their own CBDC. Similarly, CBDC development has increased. In December of 2021, 14 companies had a CBDC in development, while today there are 26 countries with a CBDC in development.

What to expect:
In the U.S. the discussion around CBDCs will progress, especially now that the FTX scandal has brought to light the need for more governmental intervention and oversight.

Prediction #5: BNPL takes a backseat

How I did:
Wrong. Though there have been many publications warning consumers about the dangers of misusing BNPL tools, we are still seeing a regular pulse of new BNPL launches throughout the industry. And while the CFPB published a study on the growth of BNPL and its impact on consumers, the organization has not implemented any formal regulation restricting BNPL players’ movements in the market.

What to expect:
I’m refreshing this prediction for 2023. Consumers have over-leveraged themselves when it comes to BNPL, and it is not only starting to catch up with them, but it is also catching up with the BNPL companies themselves. According to the CFPB’s study, “Lenders’ profit margins are shrinking: Margins in 2021 were 1.01% of the total amount of loan originated, down from 1.27% in 2020.”

Additionally, though the CFPB has been vague on the timing, there is looming regulation facing BNPL tools. “Buy Now, Pay Later is a rapidly growing type of loan that serves as a close substitute for credit cards,” said CFPB Director Rohit Chopra. “We will be working to ensure that borrowers have similar protections, regardless of whether they use a credit card or a Buy Now, Pay Later loan.”

Subsiding talent acquisition

How I did:
Correct. Though companies will always face difficulties trying to secure quality employees, we are no longer seeing the tech talent war that we experienced in 2021. In fact, in the latter half of 2022, we saw the opposite. A handful of fintech companies, including Plaid, Autobooks, MX, Klarna, Brex, Stripe, Chime, and more, have laid off sizable portions of their staff.

What to expect:
The painful reality is that the layoffs will likely continue into 2023 as the economy continues to contract.

Photo by Brett Jordan

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Thoma Bravo Acquires Business Spend Management Firm Coupa Software for $8 Billion

By Julie Muhn (@julieschicktanz) Posted on December 12, 2022
Categories: Daily news, Mergers & Acquisitions

Thoma Bravo has acquired business spend management software company Coupa for $8 billion.
The deal is expected to close in the first half of 2023.
The acquisition follows rumors that Vista Equity Partners had planned to acquire Coupa earlier this year.

Private equity firm Thoma Bravo announced this week it is scooping up business spend management software company Coupa for a total of $8 billion. The all-cash transaction will make Coupa a privately held company and is expected to close in the first half of next year.

Coupa was founded in 2006 to offer businesses spend management solutions that help them view and control their indirect spending. Some of the company’s business spend management tools include e-invoicing, travel and expense management, spend analysis, treasury management, and more. Coupa went public in 2016 and has a current market capitalization of $5.98 billion.

“For more than a decade, we’ve been building an incredible Business Spend Management Community and have proudly cemented our position as the market-leading platform in our category. We’re looking forward to partnering with Thoma Bravo and accelerating our vision to digitally transform the Office of the CFO,” said Coupa Chairman and CEO Rob Bernshteyn. “While our ownership may change, our values do not. Every one of us at Coupa will continue to put our customers at the center of everything we do and help them maximize the value of every dollar they spend.”

Today’s report follows last month’s rumors that Texas-based private equity firm Vista Equity Partners planned to purchase Coupa. Vista Equity Partners is not only a well-known investor in the fintech space, it has also made a handful of large acquisitions in the fintech space in the past few years, having acquired tax compliance firm Avalara earlier this year and cloud identity solutions provider Ping Identity in 2016.

Interestingly enough, Thoma Bravo acquired Ping Identity earlier this year for $2.8 billion after Vista Equity Partners exited its investment in the company. Thoma Bravo takes a buy-and-build approach in which it acquires similar companies and consolidates them to create synergies and develop companies with greater scale, scope, and broader service offerings. Among Thoma Bravo’s other investments in the fintech space are Bottomline Technologies, Digital Insight, SailPoint, Ellie Mae, and Kofax.

Regarding the company’s Coupa purchase, Thoma Bravo Managing Partner Holden Spaht said, “Coupa has created and led the large and growing Business Spend Management category. We’ve followed the company’s success for many years and have been impressed by its consistent track record of delivering high levels of value for its global customer base. We look forward to partnering with Rob and the rest of the management team to keep investing in the company’s product strategy while driving growth both organically and through M&A.”

Photo by Matthias Groeneveld

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Finovate Global Australia: CBA Launches Tech Hub, ANZ Plus Reaches 100K Customer Milestone, Aussie Regulators Target AMEX

By David Penn Posted on December 9, 2022
Categories: Alumni News, Daily news, Finovate Global

Commonwealth Bank of Australia Launches Tech Hub in Brisbane

Over the summer, Australia’s Commonwealth Bank (CBA) unveiled its latest technology hub in Melbourne. This week, we learned that the financial institution’s hub-building game is still strong, with word that that CBA has established another technology hub, this time in the city of Brisbane.

The goal of the new hub, located in Brisbane’s central business district, is to help build the technology community in Queensland writ large. The bank is collaborating with The University of Queensland (UQ), Queensland University of Technology (QUT), and TAFE Queensland to enable students and graduates to participate in CBA’s Tech Associates and Graduate programs. The new hub will also create job opportunities for technology professionals including engineers, cyber specialists, and data scientists.

Commonwealth Bank of Australia Chief Information Officer Brendan Hopper pointed to COVID era trends as one reason why CBA has become especially interested in Queensland. “The COVID pandemic saw many of our technology professionals choose to relocate to Queensland to pursue a change of lifestyle,” Hopper explained. “By having the tech hub in Brisbane, our people based there will still have access to major technology employers like DBA and can make an impact in their work without having to relocate interstate.”

The technology hub in Brisbane is the third such opportunity CBA has launched this year. In February, the bank opened a technology hub in Adelaide.

The Commonwealth Bank of Australia is a multi-national institution with operations in Australia, New Zealand, the U.S., and the U.K. The financial institution, one of the four biggest banks in Australia (along with National Australia Bank (NAB), ANZ, and Westpac) was founded in 1911 by the Australian government and privatized in 1996. CBA had more than one trillion in total assets as of 2020.

ANZ’s Digital Bank Reaches 100,000 Customer Milestone

Speaking of Australia’s big banks, ANZ announced this week that its digital bank, ANZ Plus, has reached 100,000 customers, and more than two billion in deposits.

“New features, better security, along with a suite of tools and coaches to help people save more, combined with competitive rates are driving more people to ANZ Plus than ever before,” ANZ Managing Director of Design and Delivery Peter Dalton said. “(It) is the fastest growing new digital bank in Australia.”

Launched in March, ANZ Plus offers accountholders an everyday account that tracks spending, and a savings account with features to help users reach their financial goals. ANZ Plus offers 3.5% interest on savings for ANZ Save balances under $250,000; and charges neither monthly account fees nor withdrawal fees at major Australian bank ATMs. Additionally, ANZ Plus customers can schedule one-on-one sessions with a financial coach to help them uncover ways that they can enhance their financial wellness, including tips on spending less and saving more.

“We are continually adding new features to improve customer experience,” Dalton said, “and have begun piloting our digital home loan product with staff.”

Other features available on ANZ Plus include biometric logins for iOS users, as well as dynamic CVV, BPAY, pay to PayID, and the ability to join with an international passport.

ANZ – which stands for the Australia and New Zealand Banking Group Ltd – is the second biggest bank in Australia by assets. Headquartered in Melbourne, Victoria, ANZ was founded in 1970 as part of the largest bank merger in Australian history at the time. In the decades since then, ANZ has grown into a multinational banking and financial services entity with more than 51,000 workers, nine million customers worldwide, and more than one trillion in assets.

Australian Regulators Take AMEX to Court

While Australian banks are expanding opportunities for technology professionals and creating new resources for financial technology users, Australian regulators are cracking down on what they believe represents bad behavior on the part of one of financial services’ biggest players.

We learned this week that the Australia Securities and Investments Commission (ASIC) is alleging that a pair of credit cards issued by the local unit of American Express and co-branded with retailer David Jones did not provide adequate explanations about how the cards actually work.

Specifically, regulators have filed a lawsuit claiming that customers were confused about whether they had applied for a loyalty card or a credit card. Further, the lawsuit charges that American Express did not limit distribution to customers that were exclusively interested in cards that enabled them to earn points and receive other benefits. Regulators assert that AMEX was aware of the issue as early as February, but failed to act until July.

“Product providers must monitor and review whether consumers are receiving products consistent with their needs and cannot bring a ‘set and forget mindset’ to product governance,” ASIC Deputy Chair Sarah Court said in a statement. “It is critical that providers respond to poor outcomes they identify by making changes.”

As of this time, neither AMEX nor the company that owns the David Jones department store chain have commented on the lawsuit.

Here is our look at fintech innovation around the world.

Asia-Pacific

Tencent’s financial division, Tencent Financial Technology unveiled a new cross-border payments business, Tenpay Global.
Tonga Development Bank partnered with Europe-based payments platform BPC.
Al Rajhi Bank Malaysia launched a new digital offering, Rize.

Sub-Saharan Africa

South African fintech Ukheshe secured new funding from DPI and Fireball Capital.
In a bid to boost digital payments, the Central Bank of Nigeria put a limit of $45 on daily ATM withdrawals.
Finclusion, a credit-based neobank based in the Republic of Mauritius, raised $2 million in equity financing and rebranded officially to “Fin.”

Central and Eastern Europe

Ukraine will be the first country to benefit from the new cross-border payments partnership forged between Mastercard and Paysend.
Deutsche Bank announced a partnership with NVIDIA to encourage the use of AI and machine learning in financial services.
German corporate financing platform FinCompare partnered with ING Germany.

Middle East and Northern Africa

A pair of Egypt-based fintechs – consumer financing platform One Finance and BNPL provider ADVA One – announced a partnership this week.
Saudi Araban fintech Tweeq secured an e-money license from the kingdom’s central bank, SAMA.
bondIT, a fixed income investment technology company based in Israel and New York, raised $14 million in funding.

Central and Southern Asia

U.K.-based financial services platform Tide went live in India with its app and business account.
The State Bank of Pakistan announced that it is drafting legislation ahead of a planned CBDC launch in 2025.
SBM Bank India reported that it is pursuing funding to support the development of its BaaS platform.

Latin America and the Caribbean

Latin American cryptocurrency platform Bitso announced a partnership with remittance company Félix Pago to enable WhatsApp-based crypto-powered payments.
Brazil-based digital bank C6 partnered with Thought Machine for its core banking technology.
Argentine fintch Ualá to offer personal loans to customers in Mexico courtesy of a partnership with ABC Capital.

Photo by Steve Weir

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The Future of Instant Payments: Our Conversation with Bernadette Ksepka of FedNow

By David Penn Posted on December 8, 2022
Categories: FinovateEurope 2023, Speaker series

What innovations are making their way to the payments space in the U.S.? How will the new FedNow Service impact the current payments infrastructure when it goes online in 2023? What can fintechs do to prepare themselves and get involved with a post-FedNow payments landscape?

This year at FinovateFall, we talked with Bernadette Ksepka, Assistant Vice President and Deputy Head of Product Development with the FedNow Service at the Federal Reserve System. With the launch of the FedNow Service drawing nearer, Ksepka helped put the challenges and opportunities in perspective.

On the promise of the FedNow Service

The Federal Reserve banks are developing an instant payment service for financial institutions of all sizes, across every community in the United States, to be able to offer safe and efficient instant payments to their customers, 24×7, 365 … Recipients of those funds are going to be able to have full access to that funding to be able to better manage their cash flow, to be able to make time-sensitive payments … In the back end, banks are going to be able to settle those transactions instantly instead of (in) hours or days. It will eliminate a lot of the liquidity and credit risk that exists today.

On the impact of FedNow on the payments landscape

The FedNow Service is going to modernize the U.S. payments infrastructure. It is really going to pave the way for a big change in the future of payments. It has been over 40 years since the Federal Reserve introduced a new payments rail, so we are super-excited that the FedNow Service is going to go live in the middle of next year.

On the innovation that FedNow may help unleash

The FedNow platform is use-case agnostic, so the possibilities are really endless. And as we’ve seen demand for instant payments grow, we’ve seen use cases expand and I think there are use cases out there that we are not even thinking about. For example, there’s a lot of energy around early wage access. Imagine an employer that can pay their employees at the end of the shift or at the end of the day instead of every two weeks. That makes that employer that much more competitive, especially in a really tight job market like we have today.

Check out the full interview with the Federal Reserve Systems’ Bernadette Ksepka on FinovateTV.

Photo by Fabrizio Verrecchia

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