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Balancing AI and Human Empathy: Redefining Customer Service for Scaled Fintechs
#credit #fintech #AI #collections #CX
A thought-provoking discussion with Hans Zahar, Chief Technology and Innovation Officer at Nutun (Africa Tech Award Winner 2023), as we explore the evolving landscape of Customer service in scaled fintech operations.
In this comprehensive conversation, discover:
- How financial inclusion creates new challenges in Customer Service especially for scaled up Fintechs
- The delicate balance between technological efficiency and human connection
- Emerging trends and several concrete ways to leverage AI in customer engagement, from collections to fraud detection
- South Africa's unique position in delivering empathy-driven BPO services globally
Hans Zachar joined Nutun in March 2023 with 19 years of technology experience across multiple industries including financial services, telco, retail and insurance. Hans previously served as the Chief Product Officer for TransUnion Africa with the responsibility of developing and maintaining innovative customer engagement and credit risk management solutions leveraging the latest digital and analytics technologies. Hans also held the role of Managing Director of Technology Strategy at Accenture specializing in technology led business transformation, having led several major transformation initiatives across the Africa continent.
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By Efi Pylarinou#credit #fintech #AI #collections #CX
A thought-provoking discussion with Hans Zahar, Chief Technology and Innovation Officer at Nutun (Africa Tech Award Winner 2023), as we explore the evolving landscape of Customer service in scaled fintech operations.
In this comprehensive conversation, discover:
- How financial inclusion creates new challenges in Customer Service especially for scaled up Fintechs
- The delicate balance between technological efficiency and human connection
- Emerging trends and several concrete ways to leverage AI in customer engagement, from collections to fraud detection
- South Africa's unique position in delivering empathy-driven BPO services globally
Hans Zachar joined Nutun in March 2023 with 19 years of technology experience across multiple industries including financial services, telco, retail and insurance. Hans previously served as the Chief Product Officer for TransUnion Africa with the responsibility of developing and maintaining innovative customer engagement and credit risk management solutions leveraging the latest digital and analytics technologies. Hans also held the role of Managing Director of Technology Strategy at Accenture specializing in technology led business transformation, having led several major transformation initiatives across the Africa continent.