Скачать или смотреть Inside Fintech CX: Why Empathy Beats Speed Alone

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In this episode of Fintech Confidential, host Tedd Huff and guest co-host Jordan Greenberg from LoanPro sit down with Jay King and Aimee Ford of Alorica. Together, they share how banks and fintechs are transforming customer service with scalable operations, AI-powered tools, and real empathy. Jay and Aimee bring decades of hands-on experience helping financial institutions build smarter systems that actually work for people.
The conversation cuts through the noise to expose what matters most, personalization, speed, and clarity. Lending has become easier to launch, but real growth depends on aligning with brand culture, meeting customers where they are, and fixing problems before they escalate. This episode explains what that looks like in real life, with real examples from real industry leaders.

Takeaways
1️⃣ Fix Customer Pain Before It Escalates
2️⃣ Match Agents With Natural Strengths
3️⃣ Skip Scripts, Train for Authenticity
4️⃣ Turn Survey Data Into Scripts
5️⃣ Use Voice Analytics to Boost ROI

Links
Guest
Aimee Ford:   / fordaimee  
Jay King:   / jay-king-a75b64  
Company
Alorica: https://www.alorica.com/
Alorica LinkedIn:   / alorica  
Fintech Confidential
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Supporters
LoanPro – Allows lenders to enhance their origination, servicing, collections, and payments using the foundation of a modern lending core
https://loanpro.io
Under – Streamlines application and underwriting by digitizing PDF processes for fast digital signatures
https://under.io/ftc
DFNS – Provides API-first, MPC-secured wallets as a service for payments, exchanges, and DeFi platforms
https://fintechconfidential.com/dfns
Hawk AI – Offers tools for real-time payment screening, transaction monitoring, and dynamic customer risk rating to fight fraud and financial crime
https://gethawkai.com

About
Guests:
Aimee Ford is VP of Client Experience at Alorica. She is known for building strong partnerships and creating customer strategies that deliver results.
Jay King is Head of Operations at Alorica, focused on efficiency, performance, and strategic growth.
Alorica is a global leader in customer experience solutions, serving clients across multiple sectors.
Host: Tedd Huff is the founder of Voalyre and Diamond D3. He’s spent over 24 years helping fintechs grow by improving payments, user experience, and go-to-market strategies.
DD3 Media creates and produces content for Fintech Confidential.
Co-host: Jordan Greenberg leads strategic partnerships at LoanPro, helping banks and fintechs build embedded finance products.

Chapters
00:00 Introduction to FinTech Confidential
00:11 Highlights
01:01 LoanPro (Sponsor)
01:34 Welcome to the Accrued Series
01:52 Meet the Hosts and Guests
05:01 Scaling Customer Experience Solutions
05:41 Alorica's Approach to Loyalty and Brand Culture
07:00 Lessons from Industry Leaders
09:26 Local vs Global Needs
10:31 The Role of Empathy in Customer Service
11:52 Data for Better Customer Experience
15:40 The Impact of Social Media on Customer Support
17:06 under.io (sponsor)
19:06 Managing Data Sources with Technology
21:54 Conversational AI
23:18 AI in Talent Acquisition and Training
24:18 AI's Impact on Customer Service
25:02 Dfns (sponsor)
26:22 Segmenting and Training Data for AI
26:54 Voice Analytics and Training
28:09 Blending Human Expertise with Technology
29:28 Loan Pro Partnership
30:32 Crystal Ball of Customer Experience
35:00 Hawk AI (Sponsor)
35:46 Disclaimer