Simplify to Succeed: Cracking the Code of Customer Centricity

In this episode of Banking Bytes, hosts Fred Fuller and Matt Williamson are joined by special guest Piet Mallekoote, former CEO of the Dutch Payments Association, to explore the power of customer-centricity in payments innovation. Discover how simple ideas—like making payments as fast as emails—have led to groundbreaking innovations such as instant payments and how really tuning into what the customer needs can spark industry transformation. Key highlights from the episode: Why customer feedback is the foundation of meaningful innovation. The impact of instant payments on seamless transactions in the Netherlands and beyond. How CBDC and in particular the digital euro could revolutionise financial inclusion while addressing privacy concerns. The evolving role of AI in enhancing payment journeys and personalising customer experiences. Fred, Matt and Piet share real-world examples and practical insights into how businesses can simplify processes and embrace cooperation to stay ahead in the rapidly evolving financial ecosystem. Listen now to learn how customer-centricity is key to unlocking payments innovation.

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