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Finovate Blog
Tracking fintech, banking & financial services innovations since 1994
This week the Wall Street Journal reported that JPMorgan had established an official banking relationship with two cryptocurrency exchanges: Gemini and long-time Finovate alum Coinbase. JPMorgan is not going all-in on crypto; the agreement calls for the bank to process only the exchange’s fiat-based transactions. Nevertheless, the partnership is a notable milestone in the relationship between big banks and the bitcoin business.
The news is interesting for a variety of reasons. For one, JPMorgan CEO and Jamie Dimon has been a notorious critic of, if not all cryptocurrencies, then at least bitcoin. In 2017, Dimon called bitcoin “a fraud,” adding that bitcoin is “worse than tulip bulbs. It won’t end well. Someone is going to get killed.” He has since moderated his critique, and his bank, like most other major financial institutions, are piloting various initiatives that use bitcoin’s underlying blockchain technology – even if not embracing bitcoin itself. That said, last year the bank announced the creation of a JPM Coin that can be used as a digital token to instantly settle transactions. The initiative was the first real-world use of a digital coin by a major bank in the U.S.
The partnership news also comes just after the bitcoin halving, in which the reward for mining BTC transactions is reduced by 50% in order to manage supply. This week’s process is the third in the cryptocurrency’s history; bitcoin was halved first in 2012 and again in 2016. After the most recent halving four years ago, bitcoin saw significant price appreciation, climbing from approximately $650 that July to nearly $20,000 a year and a half later. And while the halving has helped draw renewed attention to cryptocurrencies as alternative stores of value, few anticipate bitcoin making the same kind of post-halving run this time around as it did in 2016.
Whether or not JP Morgan will seek out other customers in the cryptocurrency industry remains to be seen. One advantage both Gemini and Coinbase have is that they are among the most heavily regulated cryptocurrency exchanges in the U.S. Both have earned BitLicenses from the New York State Department of Financial Services, and are registered as money services with FinCEN. These may prove to be high hurdles for many other crypto businesses.
Coinbase made its Finovate debut in 2014 at our west coast conference. Founded two years earlier, the company has raised more than $547 million in funding, and had an estimated global revenue of approximately $520 million in 2018 according to Reuters. Since inception, Coinbase has facilitated the exchange of $150 billion in cryptocurrencies, and served more than 30 million customers in 102 countries.
Across the globe, many people have shifted their attention to focus on two things: their health and their finances. Fintech companies have stepped up in recent weeks to help citizens with the latter. In fact, many are seeing record app downloads, usage, logins, and a surge of new users.
eToro is one such fintech. In fact, the U.K.-based company recently announced it has now reached 13 million active users. This milestone comes in part thanks to the comparatively large number of new users that have registered in the first quarter of this year. eToro saw more than a fourfold increase in the number of new users in the first quarter of 2020 than it saw in the first quarter of 2019.
“Coronavirus induced market volatility has been a focus for media globally and has brought the topic of investing increasingly onto people’s radars,” said eToro CEO Yoni Assia. “We have seen a large increase in trading volumes on eToro since the start of 2020 from both new and existing users.”
Activity on the stock-trading platform has also ramped up this year, with stock trading transactions increasing by 3x since January 1. Much of this activity can be attributed to the fact that eToro launched commission-free stock investing for its Europe-based users in May.
As for what’s next, eToro said it plans to expand its commission-free stock investing to users in the U.S. and Asia Pacific regions later this year. The company also noted that it plans to ramp up its acquisitions to keep up with customer demand.
EToro is, by all accounts, in the middle of a growth spurt. In addition to its boosted user numbers and acquisition plans, the company is also in the middle of a hiring spree. It is currently seeking to fill 60+ job vacancies at a time when many fintechs are laying off or furloughing their staff.
With ongoing stay-at-home orders in place due to COVID-19, companies of all sizes across many industries have had to find a way to take their operations into the digital realm. So while digital transformation had previously been on financial services firms’ radars, it has quickly evolved into a priority.
Bajaj Allianz has experienced particular success with its digital transformation efforts. To get some insight into best practices, we caught up with KV Dipu, President – Head Operations, Customer Service & Communities of Bajaj Allianz.
Many firms have recently had to fast-track their digital transformation efforts. What is your advice to ensure a smooth transition?
KV Dipu: The key is to move from the classic two-speed approach to a big bang approach. Since the accelerator (CEO, CXO or COVID-19 – no prizes for guessing!) for digital transformation is obvious, the most effective starting point is the touch point which generates maximum friction in terms of process performance vs. customer feedback. Secondly, transformation efforts follow use cases, not the other way around. Only when business owners own use cases do transformation efforts bear fruit! Thirdly, look for early wins to create competitive fervor across departments.
Disproportionate awards for early birds can help propel the lagging units forward. Fourthly, since deployment and adoption are entirely different buckets of fish, a strong reward program for fast adoption helps. Lastly, agility – defined here as the ability to recalibrate one’s approach with amoebic speed- in an era when the situation is changing by the day is important to carry the transformation through!
Bajaj Allianz has success in collecting and digitizing data with IoT-based devices. Talk to us about this initiative.
KV Dipu: Charles Darwin said, “It is the long history of humankind that those who learned to collaborate and improvise most effectively have prevailed.”
At Bajaj Allianz, we strongly focus on collaboration and 100% adherence to regulatory compliance when initiating IoT projects. DriveSmart, our IoT-based telematics program, offers five unique benefits to customers: driving optimization, geofencing, 24/7 road assistance, social integration, and gamification. Some of these benefits are possible only through IoT. For instance, geofencing lets you know if the car strays off the beaten path! Similarly, social integration lets you know if a friend is on the route to your weekend destination!
Likewise, when we launched our “connected school” initiative which included an IoT-enabled solution combining safety, security, as well as insurance coverage for school students, we addressed parents’ worries around school travel. We tracked children using RFID cards and geofenced their travel routes to ensure maximum safety.
Do you have other IoT device projects in the works?
KV Dipu: We have also leveraged IoT to digitize our health insurance medical check-up process. It is now automated and paperless end–to-end; we even won the Celent Model Insurer 2020 Award for the same!
What other tools have you relied on to enhance digital operations?
KV Dipu: We have deployed an array of tools to enhance digital operations. For starters, we walked the talk on blockchain when we deployed it in the area of claim settlement for international travel insurance. In case your flight is delayed beyond the terms and conditions in the policy, you don’t even need to notify us of the claim! Once you submit your documents, we get to know of the flight delay and can send you the amount even when you are still in the airport. Similarly, our bot leverages AI to offer 24/7 assistance via the website, Whatsapp, and even Alexa! We have also deployed robotic process automation (RPA) to automate a range of activities in the back office.
One of the most difficult aspects to digitize can be tools that rely heavily on collaboration and communication. What was your experience in making communication digital?
KV Dipu: We have had a wonderful experience making our communication digital! Our motto during the current phase of social distancing was to stay digitally connected with our employees, customers, and partners while being physically distanced. With our employees and partners, work from home became an opportunity to bond from home by celebrating virtual birthday parties and organizing painting, cooking, and singing team activities using digital collaboration tools. With customers, digitizing communication involved a shift from the call centre to digital servicing tools such as Whatsapp, bots, website, app, and portal.
We also leveraged social media to connect with customers. The highlight was digital launches of new products! In fact, based on recent engagement levels, we scored the highest brand engagement rate in the insurance industry! Since we continuously engaged our customers using email, SMS, and digital platforms and enabled transactions on digital assets, our customer satisfaction scores actually improved!
How are you balancing the need to keep things as stable as possible for customers and employees during an uncertain time with the need to drive digital change?
KV Dipu: Communication is the key when trying to perform a balancing act between stability for the present and digital change for the future. We embarked on a multi-modal communication exercise, informing customers that we are just a call or click away. With employees, we propelled our home-grown engagement program christened “Celebrating You” with a strong focus on four fulcrums: fun at work, digital learning, virtual town halls, and videos and podcasts for mental health and physical workout tips.
Digital change gets established as customers experience the ease and convenience of digital assets. Work from home, for instance, given the win-win for both – employees save on commutes to work, firms save on expensive real estate – is likely to be a permanent feature. Similarly bots, Whatsapp, portals, and websites with 1-click features are here to stay. Tomorrow’s organization chart may well show a manager leading a team of both humans and machines!
Driven by the preferences of millennial consumers, the fintech industry is expected to generate revenues of $500 billion in ten years based on research just published by UBS. This represents a growth of more than 3x over the $150 billion in revenues the industry generated in 2018, and shows fintech outpacing the revenue growth expectations of the overall financial sector.
The projections from UBS rely on more than just millennials – who represent 27% of the world’s population and own an estimated $24 trillion in wealth. The UBS report also suggested that blockchain technology will generate economic value of between $300 and $400 billion in multiple industries, with fintech and financial services being the biggest beneficiaries. In addition to automation, blockchain and distributed ledger technologies were recognized as playing key roles in enhancing areas ranging from trade finance and compliance to foreign exchange and insurance.
AI also will play a role in generating significant economic value for the fintech industry over the next decade, according to UBS. In addition to enhancing processes in fields like roboadvisory, insurance, and compliance, AI will help develop a growing array of ever-more-sophisticated, customer-facing applications such as virtual assistants and chatbots. Increased consumer interaction with these AI-enabled technologies could drive a customer experience/innovation loop that would keep adoption rates of these kinds of solutions high and growing. UBS featured data from its Semi-annual Cognitive/Artificial Intelligence Systems Spending Guide (in collaboration with IDC) which indicated that spending on AI technology worldwide this year would reach $47 billion. Ten years ago, that spending total was less than a quarter of that amount at $11 billion.
The report also underscored the growth of the e-wallet industry, particularly in the Asia-Pacific region where the area’s millennials have helped create a 66% penetration rate for the technology. This is double the rate in North America and an even more significant margin over trends in EMEA. Other areas in fintech highlighted in the UBS report were payments, insurtech, wealthtech, capital markets tech, and online lending.
Positive moves from regulators were cited as one of the more surprising sources of optimism for fintech revenues over the next ten years. The reasons vary widely, but include the public-private partnerships that characterize fintech development in the MENA regions, as well as pro-consumer compliance laws in Europe, the U.K, and North America that are driving innovation in often overlooked subsectors of fintech like regulatory technology (“regtech”). The rise of open banking and the proliferation of neo- and challenger banks are also ways that governments have and are likely to continue to create space for growth in fintech.
With so much uncertainty these days, it’s nice to have something to be sure about. One thing we’re sure about is that our new digital format for FinovateAsia is going to rival the in-person version.
That’s right — FinovateAsia 2020 is now a completely digital event called FinovateAsia Digital. Given health concerns around COVID-19, running the event digitally ensures the safety of our attendees, speakers, and sponsors. It also enables attendees outside of Southeast Asia to participate, bringing more (and more diverse) opinions and perspectives to the event.
What will FinovateAsia Digital look like?
Extended dates The number of sessions will remain the same, and we will still feature all 100 of the original speakers of the event. The schedule, however, will be adjusted to make it easier for people to participate remotely. Instead of a two-day fintech immersion, everything will be spread out across five days. That means the event will now take place July 6 through July 10. With this extension, the content will be shorter each day and more manageable for digital participants.
Time zone The event will run on Singapore Time. The online agenda has been updated to reflect the new schedule so that you can see exactly what’s on when.
Engagement The digital nature of the event will make it even easier for individuals to interact with speakers. Attendees will be able to engage with the event in real-time, through Q&A with speakers, audience polling, and chat features.
Networking Making personal connections is one of the most valuable elements of an event, so we’ve worked hard to preserve it! To make sure everyone has ample time to connect with their fellow attendees, our networking app will run across all five days, helping you find and engage with others. All meetings will take place virtually via video call. To accommodate multiple time zones, the networking app will allow meetings to be scheduled 24 hours across all time zones.
Come join in the experience! If you previously booked your ticket, our customer service team has been in contact with you regarding details. If you have any questions, please reach out to register@informaconnect.com.
The Securities and Exchange Commission (SEC) announced today that it is temporarily easing up on reporting requirements for small businesses that use crowdfunding as a means for fundraising.
Small businesses looking to raise between $107,000 and $250,000 via crowdfunding are not subject to financial statement review requirements. The SEC also said it will fast-track the approval of crowdfunding listings.
The move is in response to small business’ need for funding to stay afloat while stay-at-home orders have diminished consumer demand– and therefore, revenue. While some were aided by the government’s stimulus package, the Paycheck Protection Plan, many small businesses either did not qualify for the funds or were not able to submit their application.
These small businesses may now more easily solicit the American people to help. “In the current environment, many established small businesses are facing challenges accessing urgently needed capital in a timely and cost-effective manner,” said SEC Chairman Jay Clayton. “Today’s action responds to feedback we have received from our Small Business Capital Formation Advisory Committee and others about the difficulties these companies may face in conducting an offering within a time frame that meets pressing capital needs, while continuing to provide appropriate protections for investors.”
To benefit, companies must disclose to investors that they are relying on the money because of COVID-19. Fundraisers must also meet eligibility requirements, including:
Must have been organized and operating for longer than six months prior to the start of the offering
Must be a U.S. business
Must not be a blank check or an investment company
Must have complied with Securities Act requirements in previous crowdfunding campaigns
The relaxed requirements will be in place until the end of August, so small businesses have just under four months to initiate their campaigns.
When COVID-19 hit, the financial services sector was faced with an abrupt realization that digital transformation needed to accelerate. While moving to a digital-first approach is a massive undertaking, it can be tackled over a period of time. Financial services can see impactful digital changes implemented in hours, not years.
Most importantly, digital transformation places clients at the center of business. An exceptional customer support experience distinguishes leading financial services from the rest, helping to retain clients well beyond these unprecedented times.
Watch Zendesk’s Alex Mack, Sr. Solutions PMM, and Bank Novo’s Head of Customer Success, Brian Kale, for a live webinar. They’ll discuss quick steps financial institutions can take to digitize their customer experiences at a time when scaling support operations is crucial.
They’ll walk through digital customer support initiatives that are quick to deploy and can deliver big results. Learn how to:
Express empathy and build trust through personalization
Scale customer support with help centers and AI
Move customer conversations to SMS, social, and third party messaging platforms
Empower remote collaboration to expedite requests
See how these customer-centric initiatives can help scale your support today while strengthening your client experience for the future.
COVID-19 has brought many new challenges to daily life– from working from home requirements to new budgetary restraints and stock market volatility. Fortunately, it is in times of crisis when fintech solutions shine the brightest. In a pandemic-burdened world, companies across the fintech sector offer answers (and to some, a sense of peace) to those wrestling with today’s new set of problems.
Personal connection
Even though many financial services offices are still closed to outside visitors, fintech tools can help maintain personal connections without requiring face-to-face interaction. Some roboadvisor platforms, for example, connect users with a dedicated certified financial planner to make sure their accounts are on track and to help them plan for the future.
And when it comes to replicating in-branch conversations, some banks– including Bank of America– have introduced video ATMs to offer customers a way to meet with a teller while social distancing. As an extra bonus, the video technology is making tellers available for longer hours, from 7am to 10pm.
Increased visibility
Fintechs provide users access to their account information 24/7 via web and mobile interfaces. More importantly, however, are the integrated analytics and tools that many platforms offer to help users make decisions, answer questions, and offer scenario-planning to help them reach goals.
Keeping users well-informed about their current financial situation as well as their options can help empower them to plan for their future. This is crucial when many are struggling with the uncertainty of job security and stay-at-home orders.
Digital communication
Chatbots have gained popularity over the past couple of years, fueled by advances in AI technology. In the past few months, however, the need for chatbot and automated response technologies have accelerated. That’s because bank call centers have been overloaded with a spike in mortgage refinance request and calls from consumers who need help sorting out financial hardships. Banks are seeing increased value in chatbots, which help relieve pressure on call centers by offering a different channel for consumers to go to for answers.
Circumvention
Looking back, many fintech companies originated to help users work around a process or a service that just didn’t suit them. For example, there are a multitude of players that cater to unbanked and underbanked consumers, helping them work around requirements imposed by traditional financial institutions. Additionally, mortgagetech companies help banks process loan applications more efficiently by moving the entire process into the digital realm.
In a post-pandemic society we will see many new needs arise that aren’t well-served by traditional processes. Take the traditional, brick-and-mortar bank branch model, for example. Because branches have been forced to temporarily close their doors to customers, many have accelerated digital transformation efforts that make the majority of their services available online.
Digital identity
In a pre-pandemic world, digital identity verification was already a hot topic. Now that banks and fintechs are working with consumers almost exclusively online, there is an increased need for services that remotely authenticate users’ identities. Fortunately, there are a wide variety of instant identity verification offerings– from KYC and AML tools to blockchain-based identity networks– available to help banks and fintechs better serve their remote clients.
China-based internet giant Tencent laid out $300 million to acquire a 5% stake in buy-now-pay-later firm Afterpay.
The move is part of a strategic partnership that will offer Afterpay easy access and collaboration opportunities with Tencent, a Hong Kong-based fintech giant with a $500 billion market capitalization. In comparison, Afterpay’s market capitalization on the Australian Stock Exchange tops just over $8 billion.
Afterpay was founded in 2014 by Nicholas Molnar and Anthony Eisen, who now serves as the company’s CEO. The Australia-based company has 4.6 million users and its revenues totaled over $160 million last year.
“Afterpay’s approach stands out to us not just for its attractive business model characteristics, but also because its service aligns so well with consumer trends we see developing globally in terms of Afterpay’s customer centric, interest free approach as well as its integrated retail presence and ability to add significant value for its merchant base,” said Tencent Chief Strategy Officer James Mitchell.
Tencent’s move comes shortly after its rival Ant Financial took a minority stake in Afterpay competitor Klarna. Afterpay has 3x the web traffic of Klarna and 1.5x the traffic of its other major competitor Affirm.
The buy-now-pay-later segment of fintech has been heating up this year, despite– or perhaps because of– the current economic and health crises. A few weeks back, Goldman Sachs launched MarcusPay, a tool to help borrowers make purchases ranging from $750 to $10,000 and pay for them over the course of 12 to 18 months.
After ten years in the investment space, online brokerage platform Motif will be shutting down operations on May 20.
The company notified users via email on April 17 in a message saying, “At this time, we’ve made the decision to cease operations and transfer your account to Folio Investments.”
Motif was founded in 2010 by Tariq Hilaly and former Microsoft executive Hardeep Walia, who debuted the company’s build-your-own motif concept at FinovateSpring 2013. Since its launch, the company amassed $127 million in funding from investors including Y Combinator, TechStars, and 500 Startups. In March, Motif reported $604 million in assets under management between individual accounts and institutional clients. The company also reported around $264 million in assets held in the ETFs it launched in conjunction with Goldman Sachs.
Last month, Motif deepened its ties with Goldman Sachs, ringing the opening bell of the New York Stock Exchange in celebration of launching five new ETFs in partnership with the bank.
As mentioned in Motif’s statement to its users, the company is transferring users’ accounts to Folio Investing. “We appreciate the opportunity we’ve had to work with you, and we are confident that your investment needs will be well-served by Folio,” the email said. Folio was founded in 2010 and offers 2,000 commission-free, window trades per month, most of the ETFs listed on the U.S. national securities exchange, 1,100 no-load mutual funds, and almost 125 pre-made portfolios.
While some Motif users have publicly complained about the company’s choice in the new provider, some fintech firms, including M1 Finance, have taken the opportunity to bring Motif’s users over to their platforms.
As ThinkAdvisor noted in a piece published last week, Motif’s news is a signal of what’s to come for smaller players in fintech. In fact, many analysts have noted that the recent pandemic and economic crisis will drive consolidation in the industry.
Gregg Hammerman has seen first hand what works when it comes to personalization. In fact, in 2012, he launched a company built around the entire premise of personalization.
Hammerman is now CEO of Larky, a mobile engagement platform that enables financial institutions to put the right message on an account holders’ lock screen at the right place and time. However, personalization and push notifications– while effective– can be difficult to implement. Not only do the timing and location have to be perfect, there is a careful balance between messaging and spam. On top of that, privacy is often a top concern for both financial institutions and their end users.
We caught up with Hammerman to tap his expertise on implementing a personalized user experience.
When it comes to personalization in fintech we often hear of sending offers to the right consumer at the right time in the right place. What is the most challenging aspect of this?
Hammerman: It’s critical to make sure that these communications are relevant, meaningful, and helpful to the consumer. We work closely with financial institutions to create experiences that use these communications to make people feel like they are part of a special club.
Three key things make our programs a success. First, we recommend segmenting an audience so you can tailor messaging for a person who has a mortgage, someone who recently purchased a car, a student with a new checking account, and other unique parameters that shape consumer habits. Second, scarcity is a powerful component. Consumers want to know that they have access to something special that isn’t available to everyone. Third, communications need to be fresh. Consumers want to see new messages and new experience opportunities on a regular basis.
What measures does Larky have in place to keep banks from fatiguing their customers with too many alerts and messages?
Hammerman: We work closely with our financial institution clients to give them complete control over how they communicate with their customers. The financial institution is always able to increase or decrease messaging frequency based on what is the best fit for their audience.
From an end-user perspective, account holders can snooze messages, turn off some types of notifications, and more. A lot of this discussion returns to making sure that these communications have high value. If every time I go for an auto repair, my financial institution tells me that I can save $100 because I’m a valued account holder, I’ll never fatigue from that message.
Thinking about geo-targeting, how does Larky balance a user’s privacy with the need to know their physical location?
Hammerman: Larky has been on the forefront of user privacy since our initial solution launched in 2013. We believe that users have the right to access any information that is collected or stored about them, and the right to obtain that information and have it destroyed if desired.
We are in compliance with all regulations from Europe and California. We plan to continue to lead and innovate on privacy. We don’t sell the data that passes through our servers. It’s not part of our business model. We have never and will never share any user information with any third parties.
Aside from knowing a consumer’s location and the best time to send a relevant offer, how else does Larky help banks with personalization?
Hammerman: We’re now working with financial institutions to leverage data from their other systems to help personalize communications. For example, we help improve new account holder onboarding with touchpoints that welcome and educate new clients and help them become more engaged with the financial institution.
We’re able to help financial institutions create campaigns that reach out to only their account holders who have an auto loan, just one account with the financial institution, recently started direct deposit of their paycheck, and much more. We’re finding that partnering with financial institutions to personalize the right message to the right consumer increases the impact of the campaign and includes account holder engagement.
A collaboration between BMO Harris Bank and incubator 1871 has been launched to help empower the next generation of women-led fintech startups. The innovation lab sponsored by the two organizations is now accepting applications for its female-focused startup leadership mentoring program, WMN•FINtech.
“Women face unique challenges when running any business, especially startups,” BMO Harris Bank head of U.S. business banking Niamh Kristufek said. “We designed this year’s program to help women innovators and entrepreneurs overcome barriers and bring new ideas to market.”
As many as five startups will be selected for WMN•FINtech, which seeks to help close the sizable gender gap in the technology startup industry. In their program announcement, BMO and 1871 note that only 20% of startups that raised their first funding rounds last year were led by women. To this end, WMN•FINtech will give women entrepreneurs the guidance, working space, and networking opportunities that can enable them to develop their fintech innovations.
1871 CEO Betsy Ziegler called the initiative a “doubling down on women founders focused on solving the hardest finance problems.” The three-month program includes a four-month membership and access to working space at 1871. The program’s curriculum will emphasize key topics such as enterprise sales cycles, vendor management, information security, and regulatory compliance. Participating startups also will benefit from pitch opportunities with venture capital investors.
“The time is now and BMO Harris Bank is the perfect partner given their strength as a financial institution and their long-held mission to provide opportunities for women to come up and be powerful,” Ziegler said.
Program participants also will be eligible to access PYROS, a 13-week series of workshops, seminars, and one-on-one mentoring sessions. Developed specifically for founders, the new initiative from 1871 provides startups with a path to scale their fintech solution or service.
Applications for WMN•FINtech will be accepted through May 11. Eligible companies must have a woman as founder or co-founder and be based in the U.S.
Headquartered in Chicago, Illinois, 1871 is among the top private business incubators in the world. Founded in 2012, the non-profit organization has 350 mentors available to its members, as well as 100+ partner corporations, venture funds, accelerators, and educational institutions. More than 650 of 1871’s alumni companies are active; they have raised more than $1.5 billion in follow-on capital combined.
