EP 103: Customer-Centric Innovation in Finance with Anette Brolos and Erin Taylor
In this podcast episode, hosts Dave and Dharmesh welcome authors Anette Brolos 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 deeply. They also highlight how traditional financial services often fail to meet customer needs, especially 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. The book is available here: https://www.amazon.co.uk/Customer-Centric-Innovation-Finance-Leveraging-Insights/dp/1398613894 0:00 Welcome and Introductions 01:07 Meet the Authors: Anette and Erin' s Journey 03:54 Uncovering Financial Behaviors: The Finthropology Approach 07:37 Unveiling 'Customer Centric Innovation in Finance' 08:26 The Importance of Qualitative Research in Finance 10:42 Digital Transformation and Customer-Centric Solutions 15:31 The Future of Finance: Adapting to Rapid Changes 20:02 The Role of Technology in Financial Observations 23:55 Is the Finance Industry Ready for Change? 30:42 Practical Steps for Implementing Anthropological Methods