How inclusive is your website design?

Inclusive Design is a key frontier in web design and may have a significant impact on the number of customers you reach

Five ways great employee experience leads to better CX

Happy and engaged employees create better experiences, which leads to a more satisfied and loyal customer base

Blockchain as a new bedrock in supply chain management?

Embedding Blockchain-powered technology within supply chains could hold various advantages for the industry

What will the “new normal” look like for retail?

Adjusting in-store and online shopping experiences to address new realities

Vantage: Aire

Aneesh Varma, Founder and CEO of Aire sheds light on how alternative data can help lenders better assess credit risk

Using psychological principles in the customer journey

How minimising bad experiences, giving customers choice and a sense of control, and sticking to habits can help improve customer experience

Credit scoring: Going alternative

FinTechs are utilising alternative data to develop fundamentally new approaches to credit scoring

How AR has evolved to play an important role in CX?

Augmented reality is starting to fill in genuine gaps in the customer experience, easing pain points and simplifying customer journeys

FinTech responds to the pandemic: Supporting businesses

How are FinTechs adapting their solutions to support small businesses and the self-employed

FinTech health check: Covid-19

What the current Covid-19 pandemic means for the global FinTech industry

e-Currencies – a potential success story?

Exploring the potential of central bank digital currencies

Brand values: considerations for your organisation

Values should be at the core of any brand strategy and can define and shape the brand’s relationship with its customers

Hyper-localisation: a retail reality that is here to stay

Overcoming the barrier of meeting local markets needs

Top 3 trends in VC investor strategies

VC investors are gearing up for bigger, more strategic deals as the industry matures

Vantage: Barzahlen

Pavlina Popova, Director of Banking at Barzahlen chats to us about bank-independent cash infrastructures

Financial Infrastructure: The FinTech way

What would it look like if you were to map out the infrastructure landscape?

Vantage: Tink

We interviewed Tink, Europe’s leading open banking platform that enables banks, FinTechs and startups to develop data-driven financial services

Card acquiring trends in the Caribbean

Exploring some general card acquiring and payment trends in the Caribbean, with the focus on a short selection of markets, namely Barbados, Bahamas, Cayman Islands, and Puerto Rico

Robotic Process Automation – AI under the microscope

RPA has emerged as a must-have for many financial institutions, but what is it, and how can it be applied?

FinTech year in review

Reflecting upon the past year, and looking forward into 2020

KAE’s 2020 Predictions: Customer Experience

How will customer experience evolve in the year ahead?

Status check: China’s FinTech regulatory landscape

China is a unique case for many practices - the regulatory landscape is no different

The future of invisible payments

As payments continue to vanish as a physical process, what can financial service providers learn from other innovative businesses?

How is FinTech enabling financial inclusion?

Underbanked people and businesses are relying on alternative providers for their financial services needs

Vantage: Pynk

Mark Little, CMO at Pynk on its ‘Crowd Wisdom’ system, combining crowd, experts and A.I. to make smarter investment decisions

Digital-only brands & customer experience: pop-up stores

Pop-up stores are allowing digital-only brands to engage with customers

The threat of tech giants to the financial services space

Will tech giants ever fully penetrate the financial services space?

CX Lesson 4: Cart abandonment shouldn’t be used as a KPI

Cart abandonment is not the most effective method of measuring customer satisfaction in isolation; it must be cross-referenced with other channels

Why do high yield cash deposit accounts vary so much?

Exploring why is there such a large discrepancy between FinTech and incumbent interest rates

How Fintechs are outcompeting traditional banks for the millennial market

The race to the top for the largest demographic in the workforce

The importance of personalised travel

Through better data mining, travel providers can deliver more personalised experiences and increase customer loyalty

Vantage: Silot

We spoke to Andy Li, CEO at Silot: the FinTech powering smart banking ecosystems through hybrid AI systems...

Using AI in the fight against fraud

Financial institutions need to create systems that are just as dynamic as cybercriminals

Will stablecoins be able to sail into the mainstream?

Can projects such as Facebook Libra navigate the sea of skeptics to revolutionise the way we use money?

Lesson 3: Customer expectations rise with competitor offerings

A KAE customer experience masterclass

Travel experiences: Rethinking the customer journey

Examining how travel experiences fit into the broader customer travel journey and ways in which online sellers of experiences can approach their customers

Vantage: OakNorth

We spoke to Valentina Kristensen, Director of Growth and Communications at one of the most valuble FinTechs in Europe, OakNorth

News: The FinTech Feed

16th - 22nd September

News: The FinTech Feed

9th - 15th September 2019

News: The FinTech Feed

2nd - 8th September 2019

News: The FinTech Feed

19th - 25th August 2019

News: The FinTech Feed

12th - 18th August

Chatbots – The future of CX? Part II

Chatbot shortcomings and solutions

News: The FinTech Feed

5th - 11th August 2019

Vantage: ClauseMatch

If you don't evolve with compliance, you're at significant risk

Lesson 2: You don’t always need to wow your customers to drive brand advocacy

News: The FinTech Feed

29th July - 4th August 2019

Vantage: Apiax

Turning complex regulations into binary, yes-or-no answers

News: The FinTech Feed

22nd - 28th July 2019

News: The FinTech Feed

15th - 21st July 2019

Vantage: Breathe Payments

Simplifying the merchant payment sector...

News: The FinTech Feed

8th - 14th July 2019

Lesson 1: Don’t use NPS as a single metric

A KAE customer experience masterclass

News: The FinTech Feed

17th - 23rd June 2019

News: The FinTech Feed

17th - 23rd June 2019

News: The FinTech Feed

17th - 23rd June 2019

News: The FinTech Feed

10th - 16th June 2019

Using topic modelling to find meaning in text-based data

KAE presents its proprietary text analytics capabilities and explains how the text-based data available online can be used to guide business decisions

News: The FinTech Feed

3rd - 9th June 2019

The importance of storytelling in Customer Experience

“Once upon a time…”

News: The FinTech Feed

27th May - 2nd June 2019

Status Check: Real-Time Payments in the US

An update on real-time payments in the US and its implications for merchants and banks

News: The FinTech Feed

20th - 26th May 2019

Vantage: Elevator Lab

Tatra banka's innovation hub, Elevator Lab allows FinTechs to maximize their potential

News: The FinTech Feed

13th - 19th May 2019

LatAm: The new kid at the FinTech table

Booming financial support and a maturing approach to regulation are helping LatAm establish itself on the FinTech map

The Paypers B2B Payments and Fintech Guide 2019

KAE’s Chris Holmes discusses B2B cross-border payments

News: The FinTech Feed

6th - 12th May 2019

Creating a successful consumer rewards proposition

Three successful strategies emerging in the world of consumer rewards

News: The FinTech Feed

29th April - 5th May 2019

News: The FinTech Feed

22nd - 28th April 2019

Vantage: The Open Insurance Initiative

We interviewed Fouad Husseini, founder of the Open Insurance Initiative

News: The FinTech Feed

15th - 21st April 2019

Vantage: Monzo

We interviewed Monzo's Simon Balmain...

News: The FinTech Feed

8th - 14th April 2019

P2P Lending in China: A World beyond Payments

The rise and fall of P2P lending in China

News: The FinTech Feed

1st - 7th April 2019

South Korea, a FinTech Hub-To-Be?

South Korean financial regulators have been hard at work making the country a better place for FinTech’s to grow

News: The FinTech Feed

25th - 31st March 2019

Payments at the tip of your fingers

The role of biometrics in transforming face-to-face payments

News: The FinTech Feed

18th - 24th March 2019

Partner announcement

KAE announces partnership with Shortcut, expanding both business’s ecosystems and value to clients

Partner announcement

KAE announces partnership with NEW & Company, expanding both business’s ecosystems and providing more value to clients

News: The FinTech Feed

11th - 17th March 2019

News: The FinTech Feed

4th - 10th March 2019

News: The FinTech Feed

15th February - 3rd March 2019

Successful brands are keeping promises

Can kept promises help your business to enhance sales and customer loyalty?

News: The FinTech Feed

18th February - 24th February 2019

News: The FinTech Feed

11th February - 17th February 2019

Nudging customers towards better decisions

Using insights from behavioural economics to improve customer experience

News: The FinTech Feed

4th February - 10th February 2019

Digital Banks – Business Models

Different approach, same result?

News: The FinTech Feed

28th January - 3rd February 2019

Digital Banks: Value Propositions

Exploring some of Europe's largest digital-only banks

News: The FinTech Feed

21st - 27th January 2019

Chatbots – The future of CX? Part I

Chatbots have surged in popularity, but will they stand the test of time?

News: The FinTech Feed

14th - 20th January 2019

FinTech Predictions 2019

The future of FinTech... Hover over our predictions for more!

Customer Experience Predictions 2019

What does 2019 have in store? Hover over our predictions to see more!

News: The FinTech Feed

7th - 13th January 2019

Emotional Engagement in the Customer Journey

The highs and lows of emotional engagement...

News: The FinTech Feed

31st December 2018 - 6th January 2019

Making the best of a (potentially) bad CX situation

Clarity, transparency and the voice of the customer...

A very merry customer experience

Behind the scenes, retailers have been working tirelessly in a bid to win big this Christmas

News: The FinTech Feed

10th - 16th December 2018

FinTech Guide for Global Citizens: Conclusion

FinTech brings borrowing, wealth management and insurance closer to global citizens

News: The FinTech Feed

3rd - 9th December 2018

Vantage: Solna

Solna is on a mission to empower a generation of entrepreneurs to turn their passions into profit

Engaging employees to create magical customer experiences

The role of employees in customer experience and the impact of employee engagement programmes

News: The FinTech Feed

26th November - 2nd December 2018

Recap: FINTECHMATTERS Summit 2018

Views on the future of financial services as incumbents and FinTechs increasingly find common ground

News: The FinTech Feed

19th - 25th November 2018

Does emotional intelligence make you stronger?

How an empathic yet negative reply from an online grocery farm made me think of Emotional Intelligence and has increased my perception of a company’s brand

News: The FinTech Feed

12th - 18th November 2018

The observer problem and customer experience

Will an increasing reliance on measurement call time on NPS?

Vantage: Blockchain Slovakia

Dispelling some of the myths surrounding Blockchain and cryptocurrencies

Voice of the Customer in Retail Banking

In November 2018, the FCA introduced new requirements for banks...

CXC EU 2018

A roundup of the key takeaways from CXC EU 2018

Global FinTech Bridges: Who, Where & How Many?

Which countries have regulatory FinTech bridges? Find out by travelling round our interactive map...

Vantage: Neotas

"All it takes is for a company to be hit with a fine or sanction and the tower of trust that it has spent so many years to build up will swiftly topple down"

Fintech Guide For Global Citizens: Payments

FinTechs offer innovative solutions for global citizens’ different payment needs, with other areas continuing to offer significant potential for disruption

Vantage: TicketCo

TicketCo is striving to create a new global standard for all event payments

The Evolution of Customer Experience in B2B Payments

KAE has identified four evolving trends in customer experience for B2B payments


The payment provider who are staying ahead of the curve...

The Road Ahead for FinTech in Europe

Will the UK see its throne overturned amid Brexit turbulence?

VANTAGE: MKB Fintechlab

We hear from János Pereczes, Managing Director of Hungary's first bank-backed financial innovation lab

PISPs and how they are improving the payment experience

See. Want. Buy.

FinTech vs. the High Street: Mind the (CX) Gap

Online review analysis reveals a startling difference between user feedback for traditional vs. Fintech FS companies

CXFS – Customer Experience For Financial Services

Four themes top-of-mind for America’s leading customer experience professionals

Fintech Guide For Global Citizens: Remittances

Fintech is leading the way in delivering better cross-border payments...


Hellas Direct are making waves in the insurance sector - here's how they have revolutionised the industry with their cutting edge technology...

CX For Financial Services Conference 2018

Key findings from our most recent research on the painpoints in the banking industry

Winning in the Middle Market

Industry perspectives on how the industry can best serve and succeed in the U.S. Middle Market

Understanding What Makes Your Customers Tick – Part III

Forecasting the RoI of optimised change programmes

Fintech Guide For Global Citizens: Banking

FinTechs have been looking to disrupt many parts of the Financial Services industry. But how are they helping global citizens better manage their banking needs?

Vantage: Starling Bank

Starling Bank, the challenger bank recently named as the Best British Bank of 2018, has CX firmly on its mind

Vantage: Crassula

Providing payment innovation to Eastern European businesses

Mobile’s mission to conquer in-store payments

From cash to card to mobile? We take a look at some of the most prominent mobile payment solutions across the globe

FinTech Guide For Global Citizens: Intro

KAE’s latest FinTech series maps the key trends and calls out a variety of FinTechs and solutions meeting the needs of today’s global citizens...

Budapest puts on a FinTech show

The annual FinTech Show in Budapest brought together an array of Hungarian incumbents and start-ups to discuss all things FinTech

Understanding What Makes Your Customers Tick: Part II

Moving from touch point satisfaction to painpoint satisfaction

FinTech Vantage: Brolly

The U.K. insurtech using artificial intelligence to help make insurance buying work better for consumers

Understanding What Makes Your Customers Tick

KAE’s first in a new blog series explores how machine learning can add even more value to the measurement of experience.

FinTech Vantage: Credit Kudos

The new credit bureau that uses financial behaviour to measure creditworthiness

FinTech Vantage: iCompareFX

The online money transfer comparison platform

The role of bill payment in restaurant CX

How do new payment solutions ease friction & improve customer satisfaction?

FinTech Vantage: MineralTree

Streamlining the Accounts Payable process

InsurTech: At the crest of a digital revolution?

How InsurTechs are driving innovation with flexible digital products built on data that puts customer experience at the centre

Framing CX as distinct growth opportunities

To achieve an organisation’s maximum potential, customer experience should be viewed through both sustaining and transformational perspectives

Fintech Vantage: TicketCo

Creating the new global standard for event payments

The Importance of CX in Business Travel

Top trends and takeaways from this year’s Business Travel Show

FinTech Collaboration: The view from CPI Europe Summit

This week payments professionals from across Europe came together for the CPI European Summit 2018.

FinTech at a Crossroad: The Development of the B2B Space in China

A look into FinTech disruption across the B2B payments space, from international partnership to local innovation

Cryptocurrencies & The Case for Commercial Payments

What could cryptocurrency really become? Shona Sabah uncovers the case for cryptocurrencies across commercial payments ...

How To Fund a FinTech: A Closer Look at Crowdfunding

Is Crowdfunding a viable financing option to fund FinTech growth?

Top FinTech Trends in 2017 & What to Watch Out For in 2018

The Top 12 trends that shaped FinTech in 2017 & will set the pace for the year ahead..

Taking The Lead With CX in 2018

12 key lessons from events last year to drive CX change in 2018 and beyond

FinTech Vantage: Bud

The technology platform brokering a new deal between people and their money. We find out more from Bud...

What to Expect on the Eve of Open Banking in the UK?

This week marks the launch of the UK Open Banking initiative. Will it have its desired effects and shake up retail banking?

FinTech Vantage: Flender

The P2P finance platform offering more than just finance...

Canadian FinTech: Emerging from the shadow of the US?

Despite promising developments, there are still some questions that remain unanswered...

Black Friday: Stick, Twist or Double Down for Retailers

The hype is inescapable, but can retailers ‘beat the house’ and improve customer experience in the process?

Customer Experience in Airlines

With ratings falling, do traditional and low-cost carriers need to refocus their investment in CX?

FinTech Vantage: Tillit

The Norwegian InsurTech start-up that is backed to bring insurance into the digital era

CX in Supermarkets & The Hunger for Technology

Is technology translating to a superior customer experience?

FinTech Vantage: Tide

The FinTech company built with business owners in mind

IoT and the Insurance Industry

Are customers ready to deepen their relationship with insurers?

FinTech Vantage: Anyfin

Anyfin is intent on creating transparency and lowering costs for its customers, while disrupting the consumer lending space in the process

FinTech Vantage: Valoot

Going against all odds to democratise foreign exchange for consumers

FinTech Vantage: Stacc

The future of banking, the potential impact of PSD2 and the strategy of a FinTech player that is centred on a philosophy of enabling leadership when banking changes...

FinTech Vantage: Digital Fineprint

Operating at the intersection between social media and insurance is the London-based InsurTech start-up Digital Fineprint

FinTech Vantage: Everledger

From a bottle of rare wine to a treasured diamond ring, Everledger is helping to ensure global transparency by harnessing the best of emerging technology

The NHS Patient Experience

The latest infographic by KAE on patient experience, painpoints and pathways to improvement...

Getting to know your customers before they do

How private healthcare companies can adopt best practice to meet the expectations their new customers don't know they have yet

Customer Experience in the B2B space

Reflecting on B2C practices can help strengthen customer experience strategies in B2B

The Latin American FinTech Scene

A snapshot of the current FinTech landscape and the areas gaining the most traction; namely SME lending and payments

FinTech Vantage: Cygnetise

Standing out from the Blockchain crowd with a commercialised application

Behaviour, Perceptions and Differences

Utilising behavioural psychology is essential for organisations who want to improve their customers’ experiences.

Investing in Customer Experience

Investment in CX is still too low, despite a chance for material growth in margin

PSD2: A wolf in sheep’s clothing for FinTechs?

Heightened concerns from the European FinTech community regarding this once heralded pro-FinTech regulation

Blockchain: A Healthcare Warning for All That Hype

Despite all the hype around Blockchain in U.S. Healthcare, it will likely be InsurTech, not the hospitals, that are the first adopters

FinTech Collaboration: B2B Payments in Asia Pacific

A region of opportunity?

Labour’s plans to stop the clock in support of branch-led banking

What is the potential impact upon customer satisfaction and the future of branch-led banking?

FinTech in B2B Payments: A Case for Collaboration?

Key things to consider when it comes to serving commercial clients

Transparency, Expectations, Strategy

As we move further into the internet age, companies need to adapt to higher expectations of information transparency

FinTech in Hong Kong

Is Hong Kong’s FinTech future being thwarted by mixed regulator activities and talent shortages?

Financial Inclusion: The Triple Win?

What are the key components driving the financial inclusion movement and the FinTech solutions that are paving the way forward?

Financial Inclusion: SMEs

FinTech solutions are creating positive ripples of change within the Small and Medium Enterprise (SME) ecosystem

Financial Inclusion: Borrowing

From vicious cycle to virtuous cycle: could FinTech be the key to unlocking wider access to borrowing?

Financial Inclusion: Payments

Are FinTech led payment solutions the financial inclusion panacea?

Financial Inclusion: Savings

How can FinTech be leveraged to help the financially underserved across the savings space?

New Blog Series: The Road to Financial Inclusion

In our upcoming Financial Inclusion blog series, we will get to grips with how FinTech helps to include the financially underserved


When it comes to regulation in the financial industry and its impact on the FinTech space, President Trump’s new administration could leave us with unanswered questions

From regional financial hub to global FinTech capital?

Can the Singaporean FinTech space capitalise on a supportive policy framework while regulatory and political challenges hinder growth elsewhere?

Hola FinTech!

Latin America - FinTech's real-life sandbox

The role of RegTech in the FinTech world

From the coining of 'RegTech' to the compliance conundrum, what solutions do RegTechs currently offer and what's next?

FinTech In Japan: a Case Study Of Kaizen?

Japan presents a model of incremental integration of financial technology into existing business models.

Alternative SME Lenders
Battle On

In spite of a troubling few months, marketplace lending remains defiant

The Blockchain Conference for Finance

The opportunity to facilitate fast, efficient and secure transfer of assets?

FinTech Growth: Testing the Nordic Waters

For the first time this year, FinTech attracted the most investment in the Nordic region...

The US playing catch-up with FinTech hubs globally

Despite traditionally being at the forefront of financial innovation, this year's developments have put the US' leading status into doubt

Blockchain: A work towards maturity

What does the future of Blockchain look like within the Financial Services industry?

A global FinTech beauty parade

It has been widely reported that a number of countries are attempting to steal the FinTech crown from the UK

FinTechs in the B2B payments space

Could disruption in this area be the next big thing?

FinTech hubs swap competition for collaboration

There is an increasing number of initiatives worldwide that aspire to foster collaboration among FinTech hubs.

A Question of Partnership

Despite the trend of FinTechs partnering with established players, TransferWise has made somewhat of a U-turn

Global FinTech investment struggles to retain pace

Much has been written post the Brexit vote about the impact on investment into U.K. FinTechs. But how does the situation look globally?

FinTechs: A Question of Acquisition or Partnership

Challenges in Cracking the Chinese FinTech Space

Do Western FinTechs have a chance to play on the Asian FinTech stage?

When Insurance gets its hands on Blockchain: Insurtech?

Blockchain! ‘The most important IT invention of our age?’ (J.Naughton)

A Masterpiece in the Making for FinTechs?

Could real-time payments become a reality for FinTechs?

FinTech Disruption in the Banking Space

FinTechs are raising eyebrows among incumbents, with differing views on what their emergence means to the industry

Making Healthy Relationship Investments

The Rise of the FinTech Index

Regulatory Sandbox

An inviting playground for FinTechs, with more likely to be opening soon

The awkward party invite?

Are FinTechs being invited to the Financial Services party as the political party filler to flesh out the guest list, or is the invite a genuine one?