Customer-Centric Innovation in Finance

Erin B Taylor is the Managing Director of Finthropology based in The Hague, the Netherlands. She specializes in how people's financial behaviour is changing along with innovation in financial services. Anette Broløs is the Director of Finthropology based near Odense, Denmark. She is an experienced fintech leader working on strategic innovation, partnerships, open banking and digital transformation and has held roles as the CEO of Copenhagen FinTech Innovation and Research and the CFO and Head of Development at Fionia Bank.

Chapter - 01: Human insights for finance: Why understanding customer behaviour has never been so important for financial services;
Chapter - 02: Digital and social transformation in finance: What’s at stake for customer-driven innovation?;
Chapter - 03: Technology and data-driven innovation in finance: Where do people fit in?;
Chapter - 04: Using behavioural science for decision-making and product development in financial services;
Chapter - 05: Into the field: Understanding financial behaviour in context;
Chapter - 06: Innovating for a changing world: Using behavioural insights and qualitative data to develop new financial services;
Chapter - 07: Financial inclusion: Myths and workarounds;
Chapter - 08: Designing for people: Learning from inclusion initiatives;
Chapter - 09: The future is in the field: Insights for services that don’t exist yet;
Chapter - 10: Organizing for customer-driven innovation: Analysis, tools and resources to use for innovation;
Chapter - 11: Conclusion: A human financial world.

"Erin Taylor and Anette Broløs seamlessly deploy their thesis about using both qualitative and quantitative research methodologies to provide a comprehensive guide to solving human-centric problems and designing innovative financial products. As our world becomes increasingly complex, this book guides us through the intricate web of technologies, needs, channels, and models in financial services. It is an indispensable resource for industry professionals and advisors alike, offering a transformative perspective that aligns with the evolving reality of our changing world."

"This book on human centricity is certainly needed in the overly quantitative field of finance and fintech."

"Understanding customer trust, underpins financial services companies' ability to be successful. Given the fast pace of change in customer expectations, learning about how customers identify a need and determine the right product or service is more important than ever. Erin Taylor and Anette Broløs remind us that people make financial decisions, not technology and that technology enables people. This is a must read to learn how to stay connected to customers."

"In this book, Anette Broløs and Erin Taylor recentre the debate around humans and their needs against the backdrop of extensive data-driven innovation in finance and astutely recalibrate the thinking around the design and delivery of financial services. Using a wealth of examples, this must-read exemplifies how financial institutions can foster trust, enhance user satisfaction, and drive sustainable growth. A much-needed book in the current digital age!"

"Erin Taylor and Anette Broløs offer a rich and compelling ethnographic and data-driven account of how financial behaviour underlies the intimate dynamics of human relationships. This book is a must-read for those seeking innovative ideas and deep human insights revealed through the lens of financial behaviour."