Masterpiece Seminar : How does FinTech improve customer experience ?

3 April 2020, The University of Hong Kong

Prof. Ir Spencer Li explains how FinTech drives customer experience.

The Agile development delivers a minimum viable product (MVP) with a higher chance of success.  Recent researches concluded that good end-to-end customer journeys generate business results better than touchpoints.   Customer journey mapping is the center of all consumer-focused organizations and can transform business by multi-layer studying on the existing process and soliciting constructive insights and suggestions from stakeholders.

The executives always learn lessons from customer journey map exercise.  Gartner CX Customer Experience Pyramid proofs customer experience driving loyalty, and therefore Spencer recommends focusing on fine-tuning digital services to improve customer care, customer experience, and customer-centricity to achieve better customer satisfaction.  Top executives can apply know-how to improve customer satisfaction through digital transformation.