#332 - Creating multi-channel frictionless customer experiences with empathy
Scott Taylor, Director of Product Development at Fiserv shares with us how he is creating great customer experiences for delinquent financial customers using his unique blend of strategic, technical, operational, and analytical skills and adding empathy for the users to create immediate stickiness and growth. He strongly believes in post-launch feedback feeding into continuous improvement of any product as he gets satisfaction when his users talk about their great experience with others. Scott shares the crux of his wisdom from being in Collections for more than 2 decades: Approximately 4 out of 100 customers are delinquent on their payments, what causes this behavior and how can we support the people to get out of this mess? This deep thinking translates into his work as he shapes new platforms and products to bring people toward better financial health.