Demystify Podcast: Customer-centric innovation in finance with Anette Broløs and Erin Taylor
In this latest episode of the Demystify Podcast, hosts Dave and Dharmesh welcome authors Anette Broløs and Erin Taylor to discuss their new book, “Customer-Centric Innovation in Finance”.
Erin, an anthropologist, and Anette, an economist, share their journey into studying financial behaviours and founding Finthropology, a company that combines finance and anthropology.
In discussing their book, they emphasise the importance of qualitative research, such as interviews and observations, alongside quantitative data to understand customer behaviour more deeply.
They also demystify how traditional financial services often fail to meet customer needs, especially the needs of women, and why it’s crucial to incorporate customer-centric design in financial products.
The book captures their research over the past five years and explores how financial companies can benefit from qualitative insights. They also discuss examples like the use of AI by customers to manage finances independently and the rise of alternative payment methods.
The conversation underscores the evolving financial landscape, driven by technological advancements and shifting customer expectations.
Anette and Erin stress that understanding customers’ context and genuine needs is essential for financial innovation and better service delivery.
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Take a look at the full catalogue of episodes on the Dave & Dharm Demystify Podcast homepage.
