---
title: Digital Disruption in Fintech Customer Service - an Uber Moment for All Industries?
description: "Fintech Customer Service: Digital disruption has swept up the financial services industry, as traditional big banks are challenged by digital banks like Tangerine and companies like Square or PayPal become digital financial services firms using innovative technology."
image: https://blog.brightpattern.com/hubfs/fintech.jpg
---

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# Digital Disruption in Fintech Customer Service - an Uber Moment for All Industries?

![](https://blog.brightpattern.com/hubfs/BrightPattern_Jul2016/Images/cloud-bg2.jpg)

- [Resources](http://www.brightpattern.com/white-papers/)
- Blog

- [All](https://blog.brightpattern.com)

- [Contact Center Customer Experience (74)](https://blog.brightpattern.com/topic/contact-center-customer-experience)
- [Multichannel Contact Center (56)](https://blog.brightpattern.com/topic/multichannel-contact-center)
- [Cloud Contact Center (49)](https://blog.brightpattern.com/topic/cloud-contact-center)
- [omnichannel contact center (32)](https://blog.brightpattern.com/topic/omnichannel-contact-center)
- [Contact Center Best Practices (25)](https://blog.brightpattern.com/topic/contact-center-best-practices)
- [Contact Center Implementation (23)](https://blog.brightpattern.com/topic/contact-center-implementation)
- [Business Process Outsourcing (19)](https://blog.brightpattern.com/topic/business-process-outsourcing)
- [Uncategorized (15)](https://blog.brightpattern.com/topic/uncategorized)
- [omnichannel (13)](https://blog.brightpattern.com/topic/omnichannel)
- [chatbot (9)](https://blog.brightpattern.com/topic/chatbot)
- [customer experience (8)](https://blog.brightpattern.com/topic/customer-experience)
- [Global Contact Center Deployment (7)](https://blog.brightpattern.com/topic/global-contact-center-deployment)
- [artificial intelligence (7)](https://blog.brightpattern.com/topic/artificial-intelligence)
- [mobile customer service (7)](https://blog.brightpattern.com/topic/mobile-customer-service)
- [BPO (6)](https://blog.brightpattern.com/topic/bpo)
- [Customer Service (5)](https://blog.brightpattern.com/topic/customer-service)
- [Omnichannel Technology (5)](https://blog.brightpattern.com/topic/omnichannel-technology)
- [mobile (5)](https://blog.brightpattern.com/topic/mobile)
- [webinar (5)](https://blog.brightpattern.com/topic/webinar)
- [AI (4)](https://blog.brightpattern.com/topic/ai)
- [Automation (4)](https://blog.brightpattern.com/topic/automation)
- [Customer Contact Week (4)](https://blog.brightpattern.com/topic/customer-contact-week)
- [Omnichannel Customer Support (4)](https://blog.brightpattern.com/topic/omnichannel-customer-support)
- [bots (4)](https://blog.brightpattern.com/topic/bots)
- [contact center (4)](https://blog.brightpattern.com/topic/contact-center)
- [contact center trends (4)](https://blog.brightpattern.com/topic/contact-center-trends)
- [improve customer experience (4)](https://blog.brightpattern.com/topic/improve-customer-experience)
- [Customer Journey (3)](https://blog.brightpattern.com/topic/customer-journey)
- [Midsize Companies Win Cloud Customer Service (3)](https://blog.brightpattern.com/topic/midsize-companies-win-cloud-customer-service)
- [agent engagement (3)](https://blog.brightpattern.com/topic/agent-engagement)
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- [KPIs (2)](https://blog.brightpattern.com/topic/kpis)
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- [Natural Understanding Language (2)](https://blog.brightpattern.com/topic/natural-understanding-language)
- [SMS (2)](https://blog.brightpattern.com/topic/sms)
- [agent empowerment (2)](https://blog.brightpattern.com/topic/agent-empowerment)
- [average handle time (2)](https://blog.brightpattern.com/topic/average-handle-time)
- [call center (2)](https://blog.brightpattern.com/topic/call-center)
- [callback (2)](https://blog.brightpattern.com/topic/callback)
- [cloud adoption (2)](https://blog.brightpattern.com/topic/cloud-adoption)
- [cloud call center (2)](https://blog.brightpattern.com/topic/cloud-call-center)
- [cloud contact center solutions (2)](https://blog.brightpattern.com/topic/cloud-contact-center-solutions)
- [connected customers (2)](https://blog.brightpattern.com/topic/connected-customers)
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- [digital transformation (2)](https://blog.brightpattern.com/topic/digital-transformation)
- [hybrid cloud (2)](https://blog.brightpattern.com/topic/hybrid-cloud)
- [improve customer service (2)](https://blog.brightpattern.com/topic/improve-customer-service)
- [live web chat (2)](https://blog.brightpattern.com/topic/live-web-chat)
- [multichannel (2)](https://blog.brightpattern.com/topic/multichannel)
- [pci compliance (2)](https://blog.brightpattern.com/topic/pci-compliance)
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- [video (2)](https://blog.brightpattern.com/topic/video)
- [win the cloud customer service (2)](https://blog.brightpattern.com/topic/win-the-cloud-customer-service)
- [Agent KPIs (1)](https://blog.brightpattern.com/topic/agent-kpis)
- [BPO Program (1)](https://blog.brightpattern.com/topic/bpo-program)
- [Bring Your Own Telco (1)](https://blog.brightpattern.com/topic/bring-your-own-telco)
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- [CRM integration for contact center (1)](https://blog.brightpattern.com/topic/crm-integration-for-contact-center)
- [CX (1)](https://blog.brightpattern.com/topic/cx)
- [Call Abandonment (1)](https://blog.brightpattern.com/topic/call-abandonment)
- [Call Center Phone Calls (1)](https://blog.brightpattern.com/topic/call-center-phone-calls)
- [Cloud Contact Center Adoption (1)](https://blog.brightpattern.com/topic/cloud-contact-center-adoption)
- [Cloud Contact Center CRMs (1)](https://blog.brightpattern.com/topic/cloud-contact-center-crms)
- [Cloud Is a Key Enabler (1)](https://blog.brightpattern.com/topic/cloud-is-a-key-enabler)
- [Contact Center BPOs (1)](https://blog.brightpattern.com/topic/contact-center-bpos)
- [Contact Center Customer Service (1)](https://blog.brightpattern.com/topic/contact-center-customer-service)
- [Contact Center Obsolete (1)](https://blog.brightpattern.com/topic/contact-center-obsolete)
- [Contact Center Outsourcing Best Practices (1)](https://blog.brightpattern.com/topic/contact-center-outsourcing-best-practices)
- [Contact Center Startup (1)](https://blog.brightpattern.com/topic/contact-center-startup)
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- [In-App Customer Support (1)](https://blog.brightpattern.com/topic/in-app-customer-support)
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- [Multi Channel Service (1)](https://blog.brightpattern.com/topic/multi-channel-service)
- [Multi-cloud (1)](https://blog.brightpattern.com/topic/multi-cloud)
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- [National Cloud Contact Center (1)](https://blog.brightpattern.com/topic/national-cloud-contact-center)
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- [ServicePattern Release 3.5.2 (1)](https://blog.brightpattern.com/topic/servicepattern-release-3-5-2)
- [Slash Contact Center Costs (1)](https://blog.brightpattern.com/topic/slash-contact-center-costs)
- [Smartphone User Customer Service (1)](https://blog.brightpattern.com/topic/smartphone-user-customer-service)
- [Social media (1)](https://blog.brightpattern.com/topic/social-media)
- [Start a Contact Center (1)](https://blog.brightpattern.com/topic/start-a-contact-center)
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- [Ted Hunting (1)](https://blog.brightpattern.com/topic/ted-hunting)
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- [Telephone Consumer Protection Act (1)](https://blog.brightpattern.com/topic/telephone-consumer-protection-act)
- [The Importance of Contact Center Surveys (1)](https://blog.brightpattern.com/topic/the-importance-of-contact-center-surveys)
- [Tips For Effectively Running a Cloud Contact Cente (1)](https://blog.brightpattern.com/topic/tips-for-effectively-running-a-cloud-contact-cente)
- [Transcosmos (1)](https://blog.brightpattern.com/topic/transcosmos)
- [Transition Cloud (1)](https://blog.brightpattern.com/topic/transition-cloud)
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- [Virtual Queuing (1)](https://blog.brightpattern.com/topic/virtual-queuing)
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- [Voice of the Customer (1)](https://blog.brightpattern.com/topic/voice-of-the-customer)
- [WFM (1)](https://blog.brightpattern.com/topic/wfm)
- [Zendesk (1)](https://blog.brightpattern.com/topic/zendesk)
- [agent guide (1)](https://blog.brightpattern.com/topic/agent-guide)
- [big data (1)](https://blog.brightpattern.com/topic/big-data)
- [call center innovation (1)](https://blog.brightpattern.com/topic/call-center-innovation)
- [chat customer care (1)](https://blog.brightpattern.com/topic/chat-customer-care)
- [cold call training (1)](https://blog.brightpattern.com/topic/cold-call-training)
- [compliance (1)](https://blog.brightpattern.com/topic/compliance)
- [connected world (1)](https://blog.brightpattern.com/topic/connected-world)
- [contact center API (1)](https://blog.brightpattern.com/topic/contact-center-api)
- [contact center kpis (1)](https://blog.brightpattern.com/topic/contact-center-kpis)
- [contact center service level agreements (1)](https://blog.brightpattern.com/topic/contact-center-service-level-agreements)
- [contact center staffing (1)](https://blog.brightpattern.com/topic/contact-center-staffing)
- [contact center training (1)](https://blog.brightpattern.com/topic/contact-center-training)
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- [context in conversation (1)](https://blog.brightpattern.com/topic/context-in-conversation)
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- [financial services (1)](https://blog.brightpattern.com/topic/financial-services)
- [gamification (1)](https://blog.brightpattern.com/topic/gamification)
- [global communities (1)](https://blog.brightpattern.com/topic/global-communities)
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- [social media (1)](https://blog.brightpattern.com/topic/social-media-2)
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see all

 By [Ted Hunting](https://blog.brightpattern.com/author/ted-hunting) [Oct 4, 2018 7:00:00 AM](https://blog.brightpattern.com/digital-disruption-in-fintech-customer-service-an-uber-moment-for-all-industries) [Fintech Customer Service](https://blog.brightpattern.com/topic/fintech-customer-service)

![Fintech Customer Service](https://blog.brightpattern.com/hs-fs/hubfs/fintech.jpg?width=1903&name=fintech.jpg)

Two years ago, during a brainstorming session at Customer Contact Week, a customer service leader from a government agency stated that it wanted its service to be as good as Nordstrom’s. What was a surprise at the time has become a new norm. Customers expect similar levels of customer service across industries.

Now, the [financial services industry](https://www.brightpattern.com/call-center-software/financial-services-call-center-software/)—always an early adopter of new technology—is going through a wave of Uber- or Amazon-like digital disruption that will not stay within just financial services but will roll over into all industries. The smarter, more agile companies—midsized companies or large [enterprises](https://www.brightpattern.com/call-center-software/enterprise-grade/)—will ride the wave and grow while others will struggle to stay relevant.

So what does this wave look like and what should customer service leaders in other industries be aware of? Let’s dive into what is happening in financial services and some lessons learned to see….

# **Fintech, Then and Now**

Digital disruption has swept up the financial services industry, as traditional big banks are challenged by digital banks like Tangerine, traditional investment firms are challenged by companies like Wealthfront, and companies like Square or PayPal become digital financial services firms using innovative technology.

Many of the old-school companies are now either buying the financial tech (i.e., fintech) companies who plan to usurp them, partner with them, or just leverage the technology into their customer services operations.

To reduce effort and increase personalization, banks have turned to biometrics to authenticate. Rather than being greeted with an impersonal “name, rank, and social security number please” message, biometrics do the work and the agent can then greet them personally. Similarly, with 90% of consumers preferring online banking regardless of age, companies have rolled out [chat](https://www.brightpattern.com/multichannel-contact-center/web-chat/), [text](https://www.brightpattern.com/multichannel-contact-center/sms/) communication, and other forms of self-service. And more innovative companies are looking at [video](https://www.brightpattern.com/multichannel-contact-center/video-call-center-software/) to increase personalization. [Omnichannel](https://www.brightpattern.com/multichannel-contact-center/) banking is here, where the best of digital self-service is seamlessly blended with agents.

The shift to digital self-service can be significant to business. Take a look at Wells Fargo, for example, which announced earlier this month that it’s eliminating up to 10% of its workforce as a result of customers moving to digital channels and self-service. This is similar to AIG’s announcement a couple years ago to slash over a billion dollars of expenses as the company made similar moves to self-service and digital channels. Many of these shifts to digital channels and self-service are lessons other industries should heed and learn from.

So how do you compete if you are a midsize financial services company or large [enterprise](https://www.brightpattern.com/call-center-software/enterprise-grade/) bank—or even in another industry? Customer service and customer experience remain the top strategy to win, especially when coupling this with disruptive digital approaches.

Let’s look at some key ways to win in financial services, ways that also are relevant to other industries too.

**Key #1: Digital Channels of Choice**

To stay relevant, it is key that your company handle not just classic channels such as [voice](https://www.brightpattern.com/multichannel-contact-center/voice-calls/), [chat](https://www.brightpattern.com/multichannel-contact-center/web-chat/), [email](https://www.brightpattern.com/multichannel-contact-center/email/), and [text](https://www.brightpattern.com/multichannel-contact-center/sms/), but also emerging digital channels like [bots](https://www.brightpattern.com/call-center-software-features/artificial-intelligence-ai-bots/), [messengers](https://www.brightpattern.com/multichannel-contact-center/social-messengers/) (e.g., [Facebook Messenger](https://www.brightpattern.com/multichannel-contact-center/facebook/), [LINE](https://www.brightpattern.com/multichannel-contact-center/line-integration/), and Telegram) and [video](https://www.brightpattern.com/multichannel-contact-center/video-call-center-software/).

[Chat](https://www.brightpattern.com/multichannel-contact-center/web-chat/) was the fastest growing channel most recently, but experts predict new messaging channels will overtake chat in the next wave. Forrester is actually predicting the average number of channels people will use often will increase from 9 to 11. Agents need to be able to communicate over these new channels and be able to hop across them if they have the right skills for the new channels.  

![Screen Shot 2018-10-03 at 8.19.43 AM](https://blog.brightpattern.com/hs-fs/hubfs/Screen%20Shot%202018-10-03%20at%208.19.43%20AM.png?width=1012&name=Screen%20Shot%202018-10-03%20at%208.19.43%20AM.png)

Similarly, channels that customers prefer need to be offered to customers as a way to communicate with their digital banks. Bright Pattern, for example, has traditional channels like [voice](https://www.brightpattern.com/multichannel-contact-center/voice-calls/), [email](https://www.brightpattern.com/multichannel-contact-center/email/), and [text](https://www.brightpattern.com/multichannel-contact-center/sms/), but also powerful new channels like [bots](https://www.brightpattern.com/call-center-software-features/artificial-intelligence-ai-bots/) and [messengers](https://www.brightpattern.com/multichannel-contact-center/social-messengers/). So the first takeaway is to provide customers with their digital channel of choice, both classic and emerging.

**Key #2: Maintain One Conversation in Context**

As communications happen over an increasing number of channels, you need a way to unify all these siloed interactions. If you want to keep customers and deliver frictionless communications, look for the entire customer journey rather than individual communications for each channel.

If you are communicating with a [bot](https://www.brightpattern.com/call-center-software-features/artificial-intelligence-ai-bots/) and then an agent, the agent should have at his or her fingertips all the context from communication on previous channels so they can provide an effortless customer experience. A single unified desktop that allows agents to see the full conversation in context empowers agents and makes for a much better experience for customers—whether you’re a digital bank or are in any other industry.

**Key #3: Digital Conversations for a Mobile World**

In addition to unifying all your channels in context, it is important to communicate with people where they are. In our super-busy, high-tech world, people are often looking at their mobile phone on trains, planes—and all too often—their automobiles. People are on the go. COPC recently reported that mobile care will increase 41% in 2018.

So make sure that your top channels can be accessed on mobile devices wherever the customer may be. Bright Pattern, for instance, allows [in-app](https://www.brightpattern.com/in-app-customer-support/) chat, file sharing, video chat, and more.

Banks had some of the most useful apps when they first created the deposit-by-picture feature. Yet, when you hit the “contact us” button in most apps in other industries, you are routed to a general phone number where an IVR asks you what language you speak rather than offer personal service.

Companies should take a mobile, personalized approach to their communications. Put the conversation where people are—and that is on the go.

**Key #4: Cloud Customer Service is a Key Enabler**

So how do you do all this—add digital channels, communicate seamlessly across them, respond to new channels, and more? Look to the cloud. A true “born from the cloud” customer service architecture where all channels are native versus bolt-on can give you a nimble platform in which you are the disruptor versus disrupted.

Cloud-first architecture is a truly agile, nimble platform because it doesn't rely on legacy technology ported from old on-premises solutions. A cloud platform approach will break down the silos and deliver a simple solution that business users can make changes to without requiring costly IT and professional services. Our [e-book](https://info.brightpattern.com/safe-transition-to-cloud) explains how to safely transition your contact center to the cloud.

**Final Thoughts?**

The wave of disruption is everywhere, rolling through financial services and hitting other industries too. Bright Pattern is working with companies who are digital disruptors in industries like [travel](https://www.brightpattern.com/call-center-software/contact-center-for-travel-and-hospitality/), [financial services](https://www.brightpattern.com/call-center-software/financial-services-call-center-software/), [high-tech](https://www.brightpattern.com/call-center-software/call-center-software-for-high-tech-companies/), [healthcare](https://www.brightpattern.com/call-center-software/healthcare-call-center-software/) who have learned and put in play the keys I shared with you.

Ready to join the world of digital disruption sweeping through financial services? There is a brighter way to deliver disruptive customer service that smart companies are using, and it starts in the cloud.

I hope some of these keys were helpful. To learn more about staying relevant in this world of digital disruption, see Bright Pattern’s free e-book, [5 Keys: Effortless and Personal Omnichannel Customer Service](https://info.brightpattern.com/5-keys-for-effortless-personal-omnichannel-customer-service).

[Fintech Customer Service](https://blog.brightpattern.com/topic/fintech-customer-service)

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![Ted Hunting](https://blog.brightpattern.com/hubfs/Ted%20Hunting.jpeg)

#### About [Ted Hunting](https://blog.brightpattern.com/author/ted-hunting)

Ted Hunting leads marketing at Bright Pattern, a leader in simplifying and innovating cloud customer service. Previously Ted worked at Genesys where he led North America Marketing with over 15 years in the customer experience industry. Prior to that Ted worked for startups and enterprise software and hardware companies in all marketing functions. In addition to his CX experience, Ted has a background in business intelligence and large scale computing systems. Ted is a graduate of the Ross School of Business at the University of Michigan with a marketing and finance background.

[Four Awesome Tips for Evaluating Your Customer Service Performance](https://blog.brightpattern.com/four-awesome-tips-for-evaluating-your-customer-service-performance) [How to Motivate Your Support Team to Improve Customer Relations](https://blog.brightpattern.com/how-to-motivate-your-support-team-to-improve-customer-relations)

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