Exclusive video: Customer Centricity Forum at FinTech LIVE

Held at the QEII Centre in the heart of Westminster, London, our annual two-day conference FinTech LIVE was a disruptive learning and networking event showcasing the industry’s leading figures across innovation, thought leadership and strategy.

Stage 2's second panel discussion on day one of the event was the Customer Centricity Forum, featuring:

• Russell Fisher, COO at Admiral Pioneer
• Alexander Orechoff, Senior Director at Worldpay from FIS
• Anton Padmasiri, Founder and CEO at WealthOS
• Jill Docherty, Head of Customer Success, EMEA at Nium 

How to achieve customer centricity

Fisher spoke from his perspective as COO at Admiral Pioneer, which aims to seed, launch and scale new businesses to grow and diversify Admiral, a process which is designed around customer needs.

"Customer centricity means different things to different people," he said. "At the heart of what we believe is you should design, build for and serve your customers, whoever they are, and to do that you absolutely have to understand them.

"It's not just about the products you create; it's about the service you offer, the experience you provide, and it has to all come from the customer.

"I'm relatively new to financial services, [but] I think it's something financial services hasn't traditionally done well. It tends to be quite product-led. We take the absolute opposite position of that; we understand who our customer is and what matters to them."

Asked how businesses can make good on their promises surrounding customer-centricity, Docherty emphasised the importance of data.

"We extract data from multiple sources and we calibrate that into dashboards," she added. "We get data on customers from NPS, from some of our servicing tools like Zendesk.

"We also have quarterly product discovery sessions. We take a cross-section of our customers and we calibrate our roadmap with them, making sure we prioritise what customers want. And we use Salesforce. My team is really tasked with making sure everything we know about a customer is stored in Salesforce.

"And so, we have this plethora of data and tools that we pull together in a coordinated and measured way to be able to drive that customer centricity. It can't be anecdotal; it's got to be data-led."

To watch the Crypto Currency Forum, simply click on the video link at the top of this story. 

Want to see more from FinTech LIVE London 2023? Stay tuned to our website for more content, which will be coming your way very soon. 

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For more insights from FinTech Magazine, you can see our latest edition of FinTech Magazine here, or you can follow us on LinkedIn and Twitter.

You may also be interested in our sister site, InsurTech Digital, which you can also follow on LinkedIn and Twitter.

Please also take a look at the playlist for our latest hybrid event, FinTech LIVE London, to learn all about the latest trends in fintech. 

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