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Finovate Blog
Tracking fintech, banking & financial services innovations since 1994
A new partnership between American Express and New York City-based fintech Extend will give small businesses in the U.S. new options when it comes to using and deploying virtual cards. Specifically, U.S. companies with eligible American Express Business Cards will be able to use Extend’s technology to enroll and create virtual cards in as little as five minutes.
American Express EVP for Global Commercial Services Dean Henry highlighted the increased use of virtual cards during the pandemic – and the continued interest companies have in using the technology to facilitate contactless payments. “With today’s announcement, our Business Cards can work even harder for our Card Members through this quick and easy virtual Card option,” Henry explained. “This gives our Card Members enhanced flexibility and control across their day-to-day business spending, including for B2B purchases and enabling their employees to pay for expenses.”
The statistics on virtual card use by businesses support Henry’s assessment. A study conducted by American Express indicated that 39% of U.S. businesses expect to increase their use of virtual cards over the next 12 months. With regard to the specific benefits available via the new offering from Extend and American Express, there are at least seven – not including touchless payment ability – worth highlighting. These advantages include fast onboarding, flexibility and ease of use, spending controls due to the use of tokenization, better security and protection against fraud, streamlined expense reporting, automated card issuance, and the ability to earn rewards.
The two companies also noted in their partnership announcement that they planned to offer additional features and expand functionality in the future. Among the new functionalities anticipated is the ability to add American Express virtual cards to mobile wallets to facilitate in-store transactions.
“This market is rapidly growing as businesses realize just how versatile and effective virtual Cards can be,” Extend CEO Andrew Jamison said, “whether it’s managing subscription payments, equipping employees with secure company cards, or developing custom payment solutions with our APIs.”
Founded in 2017, Extend made its Finovate debut two years later at FinovateSpring in San Francisco, California. That same year, the Manhattan-based company raised $11 million in Series A funding in a round led by Point72 Ventures and the FinTech Collective, giving the firm a total capital of $14 million. More recently, the virtual card platform company forged partnerships with Mastercard and TSYS in the fall of 2020, and with City National Bank in January of this year.
American Express joined the Finovate alum club via its 2015 presentation at our developers conference FinDEVr Silicon Valley. At the event, members of the company’s engineering team discussed the evolving role of B2B payments in the e-commerce ecosystem, and how American Express was “bringing commercial payments to the cloud.”
At FinovateFall last week, Citizens Bank of Edmonds CEO Jill Castilla described how she is leading her bank through the pandemic. In her 16-minute address, she described how her bank navigated the decision making process and leveraged fintech relationships to help their small business customers survive COVID lockdown.
Citizens Bank of Edmonds was founded in 1901, has $400 million in assets, and 55 employees. The bank aims to serve everybody and has a goal to be the best at everything. And while that sounds like a lofty goal, the bank has proven that it is up to the task by implementing unique solutions that come alongside customers to meet their needs.
So what does it take to be such a successful bank in both the eyes of competitors and customers? Here are three takeaways from Castilla’s keynote that are worth considering.
Communication is foundational
By today’s standards, Castilla is very liberal about offering up her contact information. During the pandemic, she was quick to share her cell phone number; she even tweeted it out multiple times! Providing this open line of communication to both staff and customers was key to ensure that nobody fell through the cracks. Castilla even concluded her keynote by sharing her phone number, saying, “You’re welcome to text me any time.”
But it doesn’t end there. When the pandemic hit, Castilla made sure to contact all of Citizens Bank of Edmonds’ business customers to determine their main areas of stress. And when the bank had to close its lobby, it sent employees to meet customers at the curb to schedule time slots to serve its customers and maintain the personal touch.
Look forward
Castilla watched Frozen II during lockdown and the quote, “All one can do is the next right thing” caught on. In trying to make decisions for the bank, Castilla and her team would consider “the next right thing.” In other words, they would think about what the best decision would be for the future, and not for the present moment.
Castilla offered the example of using the mantra to determine if Citizens Bank of Edmonds should host its annual block party at a time when COVID was just getting started. Thinking about the next right thing made it easy for the bank to call off the party.
And while a block party may seem trivial, consider this mantra implemented for a larger, more strategic decision making. Questions such as, “should we make an investment in AI technology?” or, “should we partner with this up-and-coming fintech?” are a bit easier to answer when filtered through the lens of the next right thing.
Focus on the needs of clients
This takeaway ties back into the first two points, because if financial institutions maintain a foundation of communication while focusing on the next right thing, they will ultimately be doing what is best for their clients.
“Doing the right thing will help you find your people,” Castilla said during her keynote, “And talking about what’s important to you out on social media and the digital space will help you connect with people.” She also noted that both banks and fintechs are trying to do what is best during this challenging time, adding, “Collectively and individually, while working together and on our own, we’re going to change the world for [consumers and small businesses], we’re going to provide greater access to credit, we’re going to have a better understanding of what their financials are, (and) we’re going to help them run more successful businesses.”
JP Morgan Chase announced this week it will replace its U.S. core banking suite with U.K.-based Thought Machine’sVault.
Founded in 2014, Vault is a cloud native core banking engine that leverages smart contracts to help banks and fintechs build in the cloud and avoid the constraints of legacy technology. Vault provides a full range of retail and small business banking capabilities, including checking accounts, savings, loans, credit cards, and mortgages.
In the future, Thought Machine plans to build Commercial and Private Wealth offerings into Vault, as well.
JP Morgan, which was in the headlines yesterday for its purchase of college planning platform Frank, will benefit from Vault. The technology’s cloud-based nature will decrease the siloed structure that comes with most large, legacy banks. Instead, JP Morgan will operate as a universal banking platform where all products run on a single system.
“JPMorgan Chase represents one of the most ambitious, powerful financial institutions in the world—and our joint work signals to the finance industry that cloud native core banking technology is the future for financial services,” said Thought Machine CEO and founder Paul Taylor. “We are delighted to be working with JPMorgan Chase on this project, delivering modern core technology to the bank, and powering the next generation of financial services in North America.”
Thought Machine, which raised $125 million last year, is said to be working on another $205 million funding round. The company has seen significant growth over the past year and has scaled up its clients base to include Lloyds Banking Group, Standard Chartered, Atom bank, Monese, and SEB. Not only that, the company added 100 employees in the first half of 2020.
As part of our #womeninfintech series, we spoke with Karen Gordon Mills, a Senior Fellow at the Harvard Business School and a leading authority on U.S. competitiveness, entrepreneurship, and innovation. She details her perspective and experience with small businesses and lending, and highlights several other women leading the charge to create a better future with fintech.
How did you become interested in fintech?
Karen Mills: My interest in fintech grew out of my work with small businesses.
As Administrator of the U.S. Small Business Administration (SBA) from 2009 to 2013, I had a front-row seat to the challenges that small businesses face when accessing bank capital. Getting a loan is an onerous process even for the most creditworthy small business owners. It often involves carrying stacks of paperwork to a local bank and waiting months for a decision. That’s because for banks, lending to small businesses is actually pretty hard. They tend to lack complete information about the business that would allow them to determine profitability or cash flow, and since small businesses are such a heterogenous group, it’s difficult for loan officers to develop expertise in a specific sector. These frictions have led to a credit gap, especially among the smallest and most vulnerable businesses.
The traditional lending process wasn’t working for this critical part of our economy. Yet it had been this way for decades and only started to change in the late 2000s, around the time I was at the SBA. That’s when a wave of new fintechs entered the market. The fintechs gathered nontraditional data streams from their small business customers (like daily transactions) to get around the lack of information, integrated them using application programming interfaces (APIs), and deployed machine learning tools to quickly generate insights about the business and automate loan decisioning. All of a sudden, small businesses could submit applications, receive decisions, and find new funds in their accounts in a matter of days.
I thought fintech’s potential to transform small business lending was so transformational that I wrote a book describing its evolution and possible outcomes: Fintech, Small Business & the American Dream. I’ve continued to speak about and research fintech developments in my current role as a Senior Fellow at Harvard Business School.
How have you seen the industry change across your career?
Mills: Lots of people initially thought the fintechs would knock traditional banks off the map. But that hasn’t happened. Although banks might be less nimble or tech-savvy, they have established customer bases and low-cost capital—which most fintechs don’t. One big change we have seen in recent years is a rise in bank-fintech partnerships, with each seeking to benefit from the other’s strengths. Another important development is the presence of Big Tech companies, like Apple and Amazon, whose wide reach and ability to create seamless user experiences allow them to make rapid and large-scale inroads with small businesses.
The pandemic has obviously brought massive change over the last year, and accelerated the uptake of digital technologies for both lenders and borrowers. The Paycheck Protection Program (PPP) played a key role, pushing banks to overhaul their systems and get money out the door at an unprecedented pace. Fintechs were especially important in distributing aid dollars to the smallest businesses, and they may be able to leverage that success into new customer relationships. Meanwhile, with more and more activity occurring online, small businesses will likely adopt new digital tools to serve their various needs—in everything from lending to advertising.
How have you seen female leadership influence the fintech space, particularly around small businesses?
Mills: Women have developed some of the most transformative and innovative fintech solutions that I’ve seen for small businesses. For example, Kathryn Petralia co-founded Kabbage, a company that pioneered the use of alternative data and machine learning to automate small business lending. As the head of Square Capital, Jackie Reses built out Square’s similarly data- and technology-driven strategy for providing small business loans. Both of these women, and many others like them, have created crucial new opportunities for small businesses to grow and thrive.
Women’s leadership has also been influential in other, related spaces. In traditional banking, women like Jill Castilla, the CEO of Citizens Bank of Edmond, a community bank in Oklahoma, are spearheading digital transformations intended to provide better service for small businesses. In academia, female economists like Professor Sabrina Howell of NYU are doing crucial research around fintech’s impact on small businesses—including demonstrating how fintechs like Kabbage and Square played an outsize role in delivering PPP funds to minority-owned businesses during the pandemic.
What more do you think can be done to support women in fintech?
Mills: First and foremost, we need more women in fintechs, in banks, and in the research and policy areas too. There are talented women coming up in banking and in other areas of finance who will push the industry to adopt more innovative solutions.
And, yes, there are things we can do to help. Investors need to funnel more money to female founders in fintech, and established companies and organizations need to implement better recruitment and selection strategies. There are brilliant, highly-qualified women out there who may well have the next big idea or innovation for small business customers. We just need to be more deliberate about bringing them on board and promoting them to the highest leadership levels – in ways that account for the biases and obstacles that women often face.
We also need to be aware that simply recruiting more women isn’t good enough. It’s crucial to actively foster cultures of diversity, equity, and inclusion that provide women—and all underrepresented groups—with the resources and opportunities they need, and with an environment in which their contributions are valued. Organizations that do this well will be more successful in innovating and winning in a rapidly changing environment like the worlds of banking and fintech.
What advice would you give to women starting their careers in the industry now?
Mills: Fintech is a great industry to be in. Traditional banking is being challenged and organizations are more open to innovative thinking – because they have to be. Female leaders are most often excellent problem solvers. The solutions that fintechs put forward are game changing. Better access to capital can have a significant impact on the success and wellbeing of small business customers, and on the American economy.
My advice to women is that this is a critical time to get involved. Work to build a new environment that closes gaps in the market and improves access and opportunity for a more diverse set of small business owners. Get engaged, build relationships (and help each other out), pursue your ideas, and stay committed to your goals.
Trustly, the company that helps customers pay directly from their bank account, launchedInstant Payouts for U.S. users this week.
The service helps U.S. businesses provide their clients with near-instant payouts to their bank accounts. Instant Payouts in the U.S. is made possible via a partnership with Cross River Bank, which participates in The Clearing House’s (TCH) RTP network, a real-time payments rail.
Trustly’s business users can fund payments with Cross River Bank, which will send RTP payments on their behalf to their customers’ accounts at other participating RTP banks.
“The RTP network provides a platform for financial institutions and their corporate users to create innovative new payment products for their customers,” said TCH SVP of technology and Innovation Bijan Chowdhury. “Trustly’s partnership with Cross River Bank to deliver Instant Payouts to U.S. businesses and Cross River Bank’s use of the RTP network to send instant payments to the the businesses’ customers illustrates the power of the RTP network to boost innovation in the payments industry.”
Trustly was founded in 2008 and supports card-not-present payments for online merchants to offer a secure way for consumers to transact using their online banking access credentials. Last year, the company processed over $21 billion in transaction volume in its network. At FinovateEurope 2017, the company debutedDirect Debit, a payment offering that removes the pain of entering payment card information by allowing users to transact using their current account by entering their bank login credentials.
Trustly works with more than 8,100 merchants, helping them connect with 525 million consumers and 6,300 banks across 30 countries. The company has 500 employees across Europe, North America, and Latin America.
The company is adding a handful of features that bring it into “super app” territory, competing with the likes of WeChat, Alipay, and Paytm. PayPal’s app already offers a peer-to-peer payment tool, a mobile wallet, and a charity donation feature.
The new release, however, will offer more features and new banking capabilities. Here’s a rundown of what to expect:
PayPal Savings, a new, high-yield savings account provided in partnership with Synchrony Bank that pays 0.40% APY
In-app shopping tools that allow customers to discover and earn loyalty rewards
Billpay management tools that help users track, view, and pay their bills
A new Direct Deposit feature that fronts users their paycheck up to two days early
Rewards capabilities
Gift card management
Credit access
Buy Now, Pay Later services
Crypto purchasing, holding, and selling abilities
The app will show users a personalized dashboard of their account; a wallet tab to manage payments and direct deposits; a finance tab to access savings and crypto accounts; a payments tab that enables users to send and receive money, make a donation, and manage billpay; and a messaging feature built around peer-to-peer payments.
“We’re excited to introduce the first version of the new PayPal app, a one-stop destination for our customers to take charge of their everyday financial lives, with new features like access to high yield savings, in-app shopping tools for customers to find deals and earn cash back rewards, early access Direct Deposit, and bill pay,” said PayPal CEO Dan Schulman. “Our new app offers customers a simplified, secure and personalized experience that builds on our platform of trust and security and removes the complexity of having to manage multiple financial or shopping apps, remember different passwords and track loyalty rewards.”
What’s next for PayPal’s Super App? The company will add investment tools, offline QR code payments, and new shopping and deals capabilities.
PayPal is currently the closest thing the U.S. has to a super app. However, the new app is still missing some key elements that Asia’s successful super apps have, including food delivery, transportation, travel, health, insurance, government, and public services.
A strategic partnership between Finovate alums Q2 and Plaid will give 18 million consumers across more than 500 banks and credit unions the ability to access 5,500+ fintech apps and other digital banking features. The alliance, announced today, combines Q2’s digital banking platform and Plaid’s open finance platform, Plaid Exchange. The goal is to provide customers with a secure and reliable way to both connect accounts to digital apps and services, as well as give them the tools to manage these connections.
“At Plaid, we believe all consumers should have access to digital financial services, regardless of where they bank, and the Q2 team shares this same mission,” Plaid director of strategic partnerships Reed Bouchelle said.
The partnership also will enable Q2’s financial institution customers to leverage Plaid’s APIs to give accountholders fast, easy, and secure digital account funding. New customers will be able to save time and effort by linking their bank accounts during the account opening process to fund new accounts in seconds rather than days.
“Our partnership extends beyond data access,” Bouchelle continued. “With Plaid, Q2 financial institutions will enable consumers to more easily fund new accounts and see a holistic view of spending and net worth across all of their financial accounts,” he said. Bouchelle credited a quartet of Plaid solutions – Exchange, Auth, Identity, and Transactions – for ensuring the comprehensive nature of the new functionality.
Q2 Chief Technology Officer Adam Blue highlighted the needs of financial institutions serving diverse communities in emphasizing the importance of the partnership with Plaid. “To stay competitive in the market, and provide unparalleled customer experiences,” Blue said, “FIs need to offer the services their customers expect. By integrating Q2’s digital banking platform with Plaid Exchange, Q2’s financial institutions will be able to effectively partner with fintechs while providing improved end-user experiences to their customers.”
Austin, Texas-based Q2 was founded in 2004 and made its Finovate debut (as Q2ebanking) at FinovateSpring seven years later. The digital banking and lending solution provider went public in spring of 2014 under the ticker symbol QTWO, and currently has a market capitalization of $4.8 billion. The company’s Plaid partnership announcement comes just weeks after Q2 inked a deal with Stanford Federal Credit Union ($3.6 billion in assets; 77,000 members) to deploy both its digital banking platform and its Q2 Innovation Studio. Q2 also recently announced core processing partnerships with b1BANK ($3.9 billion in assets), Citizens Bank of Edmond ($350 million in assets), and fellow Finovate alum Moven.
Financial data network Plaid works with more than 11,000 financial institutions to ensure broad access to the thousands of digital financial services built on its platform. Making its Finovate debut in 2014 as a presenter at FinDEVr SiliconValley where the company demonstrated its “API for Financial Infrastructure,” Plaid has become synonymous with the movement to democratize digital finance. The company secured a Series D extension – amount undisclosed – from American Express and JP Morgan in August and, later that month, announced a new partnership with advanced bank-to-bank transfer solutions company Astra. Earlier this month, Plaid announced a collaboration with Silicon Valley Bank to make the institution the first to offer ACH account token integration with its technology.
“With Silicon Valley Bank,” Plaid Head of Revenue and Partnerships Paul Williamson said when the partnership was announced, “thousands of fintech innovators now have access to an integrated payment processing solution that combines the power of SVB and Plaid to deliver seamless, convenient digital finance experiences.”
Plaid was founded in 2013 by William Hockey and Zachary Perret (CEO). The company achieved unicorn status in 2018 after securing a $250 million Series C investment that gave the San Francisco, California-based firm a valuation of $2.65 billion.
In a round led by Valar Ventures, Neo Financial, a fintech based in Alberta, Calgary and Manitoba, Winnipeg, has raised $50 million ($64 million CAD) in new equity funding. The fresh capital takes the Canadian company’s total funding to $89 million ($114 million CAD), and will help enable the company to add talent and launch new integrated fintech partnerships with retailers.
“Reimagining the way Canadians bank is no easy feat, but it’s a challenge that our team is taking head on,” Neo co-founder and CEO Andrew Chau said. “This raise is validation of not only the problem Neo is tackling, but (also) our team’s ability to solve it.”
Going live last year, Neo offered a high-interest savings account, and a no-fee Mastercard that offers up to 6% cash back at partnering companies and at least 1% cashback across all other spending, called Neo Card. Since its 2020 launch Neo has inked partnerships with more than 4,000 retailers, including a strategic partnership with Hudson’s Bay to power the company’s new Hudson’s Bay Mastercard offering. Today’s funding announcement comes on the heels of Neo’s purchase of office space in Winnipeg’s Exchange District, enabling the company to open a second headquarters in the city.
Joining today’s Series B were new investors Greenoaks Capital – which has backed fintechs and ecommerce innovators like Robinhood and Stripe – as well as South Korean challenger bank Toss, a unicorn valued at more than $7.3 billion ($9.4 billion CAD). Other investors included Breyer Capital, Golden Ventures, Afore Capitaal, Inovia Capital, Thornvest, and Maple VC. In addition to leading Neo’s Series B round, announced today, Valar Ventures also led the company’s previous round of funding – a $19.5 million (CAD $25 million) Series A round – in December 2020.
“As one of the largest Series B raises for a Canadian fintech, this new round of funding will allow us to continue building innovative products and features for all Canadians and businesses,” Chau said. “It’s an exciting time to grow our team from both our Calgary and Winnipeg offices.”
Neo Financial was founded by two of the co-founders of SkipTheDishes, an online restaurant food delivery firm launched in 2012. SkipTheDishes was acquired by JustEast four years later for $200 million.
The payments space is one of the areas within fintech that has benefitted from the acceleration in digital transformation trends over the past year. And within the payments industry, innovation in billpay has been especially vigorous, as a growing number of individuals and businesses turned toward digital channels to make and receive transactions during the COVID-19 crisis.
We caught up with Anne Hay, Head of PayNearMe’s consumer research initiative, to discuss the company’s new collaborations with Green Dot and Walmart, as well as PayNearMe’s findings from a study of consumer payment preferences the company launched earlier this year. Have consumers become more or less interested in digital payment solutions since the pandemic? And what can financial services organizations do to take advantage of these trends? Anne Hay explains.
What problem in the payments space does PayNearMe solve? And for whom does it solve it?
Anne Hay: Today’s consumers are used to making quick, easy payments when shopping online or sending money to friends, and they now expect that same level of convenience for all their payment interactions.
PayNearMe clients are largely recurring billers, such as consumer lenders, mortgage companies, municipalities, and iGaming operators, and we are helping them bring that frictionless, flexible payment experience to their customers.
With PayNearMe, their customers can choose how, when, and where they want to pay. For instance, they can pay with all major payment methods including cards, ACH, and mobile-first payment methods including Google Pay and Apple Pay, as well as with cash at more than 31,000 retail locations, including 7-Eleven and Walmart.
This focus on the customer payment experience is crucial as it is often the most frequent touchpoint our clients have with their customers. Our modern payment experience platform is also the first to enable our clients to fully own the customer payment experience — from facilitating transactions across payment types and channels, to sending payment reminders, to analyzing data for business insights.
PayNearMe recently announced an expanded partnership with Walmart and Green Dot. Can you tell us more about this collaboration?
Anne Hay: PayNearMe is rethinking payments with an emphasis on the payment experience, customer satisfaction and, of course, increasing our clients’ ability to get paid reliably. This expanded partnership with Green Dot makes on-time bill payment more convenient by bringing easy cash payments to the same location where customers do their everyday shopping. Now millions of consumers who prefer to — or need to — pay in cash can quickly and easily pay their rent, car payments, and utility bills at Walmart.
Customers simply show their scannable PayNearMe cash barcode on their smartphone to an associate in the Walmart MoneyCenter, pay with cash, and collect a receipt confirming that the payment is complete.
The expanded partnership with Green Dot adds participating Walmart locations across the country to our ever-expanding electronic cash network, and we expect to launch additional retailers in the near future to extend the convenience of our cash pay experience to our clients and their customers.
Enabling cash payers is a strategy that can help retailers, such as Walmart, bring more shoppers into their stores on a regular basis. Each visit to Walmart to pay a bill presents an opportunity for these customers to make additional purchases.
PayNearMe recently took a look at consumer preferences with regard to modern billpay options. What were the top takeaways from that survey?
Anne Hay: With all the innovation going on in e-commerce and peer-to-peer payments, we wanted to better understand consumer expectations around bill payments. There’s already a lot of research and data out there about how consumers are paying bills, but we wanted to ask consumers about what would make their bill payment experience easier.
Overall, the study uncovered a significant disconnect between consumers and businesses regarding how consumers want and expect to pay their bills, and the current bill payment options offered by most businesses today. About 75% wish managing and paying bills were easier, with 38% even preferring to do laundry over paying bills.
We found three big issues that need to be addressed.
Billers are slow to offer bill payment choices consumers have come to expect in other facets of their lives, such as Venmo, PayPal, and Apple Pay.
Consumers are struggling with disorganization, and it’s causing bill payment problems, including late payments.
Accessing bill payment information and paying bills is a cumbersome and difficult process for a good portion of those surveyed.
A couple of interesting and surprising findings were the number of consumers, especially young adults, that call in, likely when they are not able to seamlessly complete their payment transactions on their own, and the number of respondents willing to use QR codes to make bill payments.
Respondents said that the billpay experience itself was a more significant stressor than the fear of not being able to pay the bill. What does that tell you? Where is the experience going wrong?
Anne Hay: According to the bill pay study, nearly 1 in 3 adults revealed that paying bills causes them stress and anxiety. Surprisingly, for 70% of them, it’s not because of money issues.
Remembering logins, passwords, and account numbers top the list of what makes bill payment cumbersome. Keeping track of payment due dates is challenging for 41% of those surveyed, especially for younger adults. 30% cite having to navigate poorly designed biller websites and 26% report manually entering payment information further add to consumers’ dissatisfaction with their current bill payment experience. This expectation mismatch is not only potentially damaging billers’ relationships with their customers, but it is also hurting their bottom line as these frustrations can lead to late or missed payments. In fact, more than half of the respondents paid at least one bill late during the past 12 months.
This finding shows just how important focusing on the customer experience is and how much that experience is shaped by expectations. Even though consumers have the financial ability to pay their bills, they are still stressed because the bill payment process is not as seamless as making an Amazon purchase or paying a friend with Venmo.
The survey suggested that nearly a third of respondents saw mobile payment options as key to easier billpay. What are the obstacles to broader mobile payment adoption?
Anne Hay: One of our survey’s key findings was that billers are slow to adopt new technology. Mindsets need to change. They are not just competing against other entities in their industry, but against the consumer experience expectations influenced by Amazon, Apple, and Uber. They are competing against fast, easy, frictionless innovation.
As payments software is not often a core capability for many billers, working with a modern, future-looking enterprise software platform partner like PayNearMe is key to meeting new customer preferences such as mobile. Not only do we offer a choice of mobile payment channel options, including pay by text, digital wallets (including Apple Pay, Google Pay and more to come soon) and QR codes, but we also incorporate the security features needed to protect mobile payments. With 38% of respondents saying they would be likely or very likely to use Apple Pay and Google Pay to pay their bills if they had this option, innovation matters. The right partner can help billers stay ahead of the latest trends and perfect the customer experience.
Given the rise of QR codes, cryptocurrencies, real-time payments, embedded finance, and more, which innovations in payments excite you most?
Anne Hay: More and more we’re seeing that the phone is primarily the way people interact with the web these days. So not only Apple Pay and Google Pay, but digital wallets as well. Apple just broke news that they signed agreements with eight states to embed driver’s licenses and IDs within their wallets; more and more, digital wallets are becoming the de facto way to handle important personal and financial matters.
Consumers are storing everything in their wallets, and this can include their bills. In fact, our survey found that if given the opportunity, 42% of consumers would be likely or very likely to use their digital wallet to store, view, and pay their bills from a single place. By storing bills in their digital wallets, consumers can access all of their billing information, including their history, which solves a key pain point our survey found.
For those living on their phones, digital wallets give them everything they need, including reminder notifications and payment channels. With a thumbprint or face scan, payment is done. It’s about meeting the consumer where they live. It’s more than just payments; it’s about making the experience as easy as possible for the customer and merchant.
Curve, a U.K.-based payment card technology company, announced its own version of a buy now, pay later (BNPL) product this week.
The company is known for its unique payment solutions, such as its Go Back in Time feature that lets consumers switch payments from one card to another for up to 90 days after the transaction was made. Today, Curve is launching Curve Flex, a tool that builds on Go Back in Time.
Curve Flex allows consumers to convert almost any purchase from the past 12 months into an installment plan, as long as the card they used is linked in the Curve Platform. After the customer makes a purchase, all they need to do is swipe the transaction and select the number of installments. Then, Curve refunds their transaction in full almost instantly.
Unlike most BNPL tools, Curve Flex isn’t limited to specific merchants, cards, or products. It can be used on retail purchases, online orders, household bills, and more. Also unlike many BNPL tools, Curve’s offering charges interest based on the purchase amount and the number of installments.
“Curve is giving customers the unprecedented ability to convert transactions made up to a year ago into free or low-interest installment loans,” said Head of Curve Credit Paul Harrald. “Being able to Go Back in Time and Pay Later is going to forever change how U.K. customers think about managing their personal finances and cashflow.”
Curve Flex, which has been in beta for a year, already has 1,600 users that have opted to pay later on 7,000 transactions worth over $1.4 million (£1 million).
Earlier this week we celebrated the return to in-person events with FinovateFall. Though this year’s event felt a bit different from years past, with vaccination wristbands and social distancing replacing handshakes and hugs, there was an undeniable energy present. While it was wonderful to see many familiar people face-to-face, it was also refreshing to see new ideas and technology presented by the experts themselves.
With three days of demos, panels, keynotes, and networking, there was a lot to take in. Whether you attended in person or digitally, you were able to see some of the newest ideas and technology in banking and finance. And if you weren’t able to attend this time around, here’s a recap of what you saw and what you may have missed.
Overarching themes
Consumers have changed how they choose their bank. This one seems like a theme we’ve been hearing for a couple of years now, but I think it is becoming even more concrete as the move to digital is ever-accelerating. The anecdote I heard multiple times was how consumers used to base their banking relationship on which FI had the closest branch or the most ATMs in their region. Today, with the abundance of neobanks, consumers have a different mindset. They choose their banks based on the brand. Does it appear trustworthy and transparent, or is there too much fine print? Does it offer unique features such as early wage access that speak to the customer’s needs? Does it benefit the community? Does it speak to the unique needs of the customer’s tribe?
Cybersecurity should still be top-of-mind. The cybersecurity and fraud prevention theme is one that has been around since the dawn of fintech. It is also one that isn’t going away any time soon. With the push to digital, fraudsters are finding increased profits. At this week’s event, we saw multiple fintechs looking to stem the flow of cash into criminals’ pockets.
Regtech is rising. The U.S. has been slow to adopt existing regtech tools and create new ones. However, we’ve seen an increase in regulation around consumer data and customer communication. Not only that, but new technologies are also bringing pending regulation around AI, smart contracts, and cryptocurrencies. Fintech is here to fill the dearth of regtech solutions and save financial services companies and fintech alike from legal headaches.
Consumers are ready for self-service. We now live in a world where people no longer want to make a phone call to order a pizza, but would rather do so via an app. On top of this mobile-first preference, consumers also expect things on-demand. For these reasons, the chatbots that were dismissed in years past as a solution-looking-for-a-problem. At this week’s conference, however, we heard that chatbots are now some of the most practical tools FIs can implement to best serve their clients.
My highlight
My favorite session was the Investor All Star panel featuring Alexa Von Tobel, Founder and Managing Partner of Inspired Capital, and Matt Harris, Partner at Bain Capital Ventures. The two discussed the new “creator economy,” a sub sector of the gig economy that represents not just social media influencers, but anyone who monetizes content online.
Harris pointed out that, in general, relatively little money trickles down to creators such as musicians and artists because much of the funds are gobbled up by middlemen such as studios, auction houses, galleries, and publishing companies. However, with the advent of NFTs it is now possible for any artist to directly reap the rewards of their labor using only an NFT Marketplace.
Von Tobel added that banks need to be ready to serve the unique needs of this new workforce, many of which are Gen Z, that wants to ditch traditional jobs to work for themselves.
Hints at what to expect for 2022
We’ll see more no code and low code solutions. At FinovateFall this year, it was obvious that the no code movement is having a moment. It democratizes the internet, making it easy for almost anyone to launch a new tool, product, solution, or even an entire business. Competition in this arena has been slowly heating up for years and next year we can expect it to explode.
There will be more chat bots and AI-enabled help channels. With all of the mentions of self-service technology that pulsed throughout this week’s conference, it became clear that the chatbot movement isn’t just a passing fad. Given this, combined with the difficulty of creating self-service tools that actually meet customers’ needs, we can expect to see more, smarter chat bots and a wider variety of self-service tools.
This was Finovate’s last event for the year. Keep an eye out for updates on our conference roster for next year, including:
The future of finance is being ushered in. And the pioneers of the new era lead the change from the FinovateFall stage this year.
We can’t tell you how exciting it was to welcome so many people back to Manhattan. It was made even sweeter by the fact that we were able to engage so many digital attendees at the same time. It felt good to be able to bring our community together again!
Following the long-anticipated meeting of minds and ideas, we looked back on the themes that emerged and will steer the industry forward into unchartered territory. It’s impossible, of course, to distill so many conversations down to a few high-level takeaways. However, within these pages are snippets and insights from on-and-off-stage to give you a taste of the action and a spark of the knowledge shared.
