Why are consumers increasingly choosing fintechs over traditional banks?

UserTesting’s Chief Insights Officer, Janelle Estes, conducted a study with customers from five of the fastest growing fintechs—Brex, Ally, SoFi, Kabbage and Robinhood—to find answers.

She shares her findings, including what consumers like and dislike about doing business with these firms in this presentation.

  • Top 3 reasons consumers choose fintechs vs traditional banks
  • Video clips from real customers sharing their preferences
  • Best practices to evolve your CX to remain competitive
Janelle Estes
Chief Insights Officer

Janelle is an expert research practitioner fascinated by human behavior and intrigued by data insight. She brings over 15 years’ experience conducting large-scale customer research initiatives for both B2C and B2B companies across a variety of industries to help them transform their customer, user, and brand experiences.
Michael Mace
VP, Market Strategy

Mike is a 25-year veteran of the tech industry. He held marketing and strategy roles at Apple and Palm, co-founded two startups, and has also consulted for many tech industry companies.
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