Brief Summary of Episode #251
Digital lending at many financial institutions is in a chaotic limbo.
The customer experience continues to suffer as banks and credit unions try to find the sweet spot between interaction with human representatives and self-service.
As Jeff Keltner, Senior Vice President of Business Development at Upstart says, it’s a tough balancing act.
“The most successful companies make it easy to avoid talking to a human when you don't want to, and super easy to talk to a human when you do.”
As Jeff points out, customers usually need another set of ears when they don’t know where to start.
“I think the time consumers most want to speak to a human is when they're not sure which product or service is the best fit for them,” he told us.
On the flip side of that argument, Jeff believes many customers are resourceful - so let them be resourceful.
“I think the more you can get out of the way of letting people who want to self-serve - self-serve, the more you can put resources towards people who need the human touch.”
By optimizing the customer experience, financial brands can help their clients make positive deposits in digital growth through digital lending.
Key Insights and Takeaways
- Balancing human interaction with self-service (4:01)
- Why financial brands struggle to maximize their data (15:59)
- How alternative AI data can revolutionize lending (21:51)
Notable Quotables to Share
How to Connect With Jeff Keltner
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