Money20/20 USA: Serena Smith from i2c on customer-centricity

Money20/20 USA 2023 saw the leading lights of financial services come together in Las Vegas to connect and create the future of money.

FinTech Magazine caught up with Serena Smith, Chief Client Officer at i2c, to discuss the importance of customer-centricity. 

Prioritising customer-centricity

Asked about the extent to which i2c is prioritising customer-centricity, Smith said her company was working to provide financial institutions with a better view of their customers' needs.

"One of the gaps a lot of banks face is that they've got all of these systems that work independently of each other, so it's really difficult for them to get the whole customer view from a banking perspective," she said.

"The way we're building out the technology, it will allow us to have all that in a single tech stack. When you think about the ability to service that customer, it's all going to be right there. 

"Think about the ability for a bank to be able to service the customer in that one view, and to be able to do analytics around that to determine what else they can do for that client. That's what's really cool about what we've been able to build."

Outlook for 2024

Looking ahead to i2c's plans for next year, Smith added: "We want to continue to build out the core banking solutions we have.

"The market keeps evolving. You've got a lot happening with digital currencies, digital products – we're going to continue to stay on the cutting edge of that, as well as [asking], 'how do we continue to stay ahead of the game?'. Because that's really the purpose. 

"We're a global company, so what may be happening in the UK maybe isn't happening in the US, but we need to make sure we're staying ahead of that."

To hear more from Serena Smith, simply follow the video link at the top of this story. 

Want to see more from Money20/20 USA 2023? Stay tuned to our website for more content, which will be rolled out in the coming days. 

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