Feb 23, 2023
Scott Taylor, Director of Product Development at Fiserv shares
with us how he is creating great customer experiences for
delinquent financial customers using his unique blend of strategic,
technical, operational, and analytical skills and adding empathy
for the users to create immediate stickiness and growth. He
strongly believes in post-launch feedback feeding into continuous
improvement of any product as he gets satisfaction when his users
talk about their great experience with others.
Scott shares the crux of his wisdom from being in Collections
for more than 2 decades: Approximately 4 out of 100 customers are
delinquent on their payments, what causes this behavior and how can
we support the people to get out of this mess? This deep thinking
translates into his work as he shapes new platforms and products to
bring people toward better financial health.