Becoming customer-centric is now “an act of survival” for financial institutions, says Ruben Galindo, CEO of Capital Tech and president of the technology and innovation committee at ASOFOM, Mexico’s industry association for non-bank lenders.

In this podcast, Ruben explains how the power of online reviews and feedback is creating a large base of highly-informed “power users” who demand better digital services from their financial providers. He also discusses the challenges ahead for financial institutions in the digital transformation process, including infrastructure limitations and the fast-growing competition for talent.