A Complete Guide to Delivering Exceptional Customer Experience (CX) in the Fintech Industry

Sneha Gautam Fintech

The Fintech Industry has steadily risen, with the exponential growth expected in the coming years. Research and Markets say that the global Fintech market will reach USD 305.7 billion by the end of 2023, growing at a CAGR of 22.17% from 2018 to 2023.

In the past decade, Fintech emerged as one of the fastest-growing segments in the world. Fintech, short for financial technology, is the intersection of finance and technology, and it refers to the use of technology to ensure the seamless delivery of financial services. Fintech companies disrupt traditional financial institutions by offering customers more accessible, transparent, personalized financial products and services.

According to several analysts, Fintech companies will multiply in the coming days. The trend will grow as more investors recognize fintech companies’ potential to transform the financial services landscape. The rise of the Fintech industry has brought about numerous opportunities and challenges, and one of the critical areas that this sector must focus on is Customer Experience (CX).

In this blog, I will uncover the importance of CX in every industry and how fintech companies can leverage digital transformation to enhance their CX strategies. I will discuss how fintech companies push the CX bar higher and how IGT Solutions can help fintech companies improve their CX.

Why is CX important for Fintech more than other industries?

A great CX is a critical differentiator for businesses across industries; Fintech is no exception. The nature of Fintech services makes CX even more critical. Fintech companies, often disruptors in financial services, must offer an exceptional CX to attract and retain customers.

  • Building Trust: Financial services are inherently confidential, dealing with and managing sensitive customer data. Customers must trust their providers to handle their money and personal data carefully. A positive CX can help build that trust, while a negative CX can quickly erode it.
  • Competition: Fintech is a highly competitive industry, with new players entering the market regularly. A superior CX can help differentiate a fintech company from its competitors and increase customer loyalty.
  • Regulations: Fintech companies operate in a heavily regulated environment, and CX can play a significant role in meeting regulatory requirements. For example, regulatory needs like General Data Protection Regulation (GDPR) require businesses to provide clear and concise information about collecting, using and protecting customer data. A well-designed CX can make it easier to comply with these regulations.
  • Customer Satisfaction: Ultimately, a positive CX leads to higher customer satisfaction and loyalty. It, in turn, can drive business growth and success.

How can Fintech companies improve CX?

  • Personalization: Fintech companies can use customer data to personalize their services and create a more tailored experience. It could include customized product recommendations, personalized notifications and alerts, and tailored communication based on customer preferences.
  • Accessibility: Fintech companies should prioritize accessibility, making their services available to all customers, regardless of their physical abilities or technical expertise. It could include ensuring that their website and apps are user-friendly and easy to navigate, providing multiple channels for customer support, and offering language support for non-native speakers.
  • Security: Security is a top concern for customers when it comes to financial services. Fintech companies should prioritize data protection and fraud prevention with robust authentication methods, encryption, and continuous suspicious activity monitoring.
  • Omnichannel Experience: Fintech companies should offer a seamless, omnichannel experience, allowing customers to interact with their services across multiple channels. It could include providing a consistent experience across their website, mobile app, and social media channels and allowing customers to switch between channels seamlessly.
  • Feedback and Continuous Improvement: Fintech companies should actively seek customer feedback and use it to improve their services continually. It could include conducting surveys, gathering feedback through customer support channels, and analyzing customer behavior data to identify areas for improvement. CX is critical to the success of fintech companies. By prioritizing CX and taking steps to improve it continually, Fintech companies can build trust, increase customer loyalty, and drive business growth.

How can IGT Solutions help?

With deep industry expertise and advanced CX capabilities, we offer multiple services to help fintech companies enhance customer interactions and drive business growth.

  • Digital CX Centers: Digital CX Centers provide a seamless and personalized customer experience across all digital channels. Leveraging their deep domain expertise and advanced technology capabilities, our team helps Fintech companies create a more engaging and immersive experience for our clients. As a leading CX service provider, we offer various services, including chatbots, virtual assistants, and personalized messaging, to help Fintech companies improve customer engagement and reduce costs.
  • Data and Analytics: Our Data and Analytics services help Fintech companies harness the power of data to drive business growth. We offer various data services, including data integration, management, and analytics, to help Fintech companies gain deeper insights into their customers and business operations. With our advanced analytics capabilities, IGT solutions have helped Fintech companies identify new opportunities, optimize operations, and enhance customer experience.
  • Automation: IGT Solutions offers various services to help fintech companies automate their business processes and improve efficiency. Our proficient team automates repetitive tasks, reduce manual errors, and improves operational efficiency. We offer a range of automation services, including Robotic Process Automation (RPA), Intelligent Automation (IA), Artificial Intelligence (AI), and Machine Learning (ML), to help Fintech companies streamline their operations and improve the customer journey.
  • CX Transformation: Our advanced CX capabilities help Fintech companies design and implement a customer-centric strategy, optimize customer journeys, and enhance the customer experience across all touchpoints. With proven methodologies and industry best practices, we help create a differentiated CX for business owners.
  • Digital Engineering: IGT Solutions’ Digital Engineering services help Fintech companies address digital requirements with digital engineering services, including user experience design, application development, and testing, to help Fintech companies create a differentiated digital experience for their customers.



It is non-negotiable to deliver exceptional customer experiences in every industry, including Fintech. Fintech companies need to prioritize CX to retain and acquire customers. By focusing on digital CX centers, data and analytics, automation, CX transformation, and digital engineering, IGT Solutions can help Fintech companies improve their customer experience and drive business growth. Fintech companies prioritizing CX will enhance their reputation and customer loyalty and stay ahead in the rapidly growing industry.



 Jeramie Parsons is a highly accomplished sales and strategy executive with over ten years of experience. As the Vice President of Global Sales and Strategy at IGT Solutions, Jeramie drives revenue growth and expands the company’s market share. He holds an Executive MBA from the University of East London, which has equipped him with the strategic vision and leadership skills necessary to thrive in today’s dynamic business landscape. He has built an impressive career with stints at top companies such as IGT Solutions, TaskUs, US Foods, and FacilitySource.