In this episode of “Voices of Change:
Leaders in Customer Experience,” presented by Xtendo Global BPO, Oscar Notto, Director of Human Resources at Xtendo, talks with Petar Popov, Chief Commercial Officer at Aplázame. With over 15 years of experience in the fintech sector, Petar has played a key role in transforming Aplázame’s business model, focusing on commercial growth and improving the customer experience through innovative payment solutions.
The Flexible Payment Revolution: Aplázame as a Success Story
Petar begins by explaining how Aplázame offers flexible payment solutions that allow customers to finance their purchases at the point of sale, both in physical stores and online. As CCO, his responsibility is to lead the company’s commercial growth, ensuring that both merchants and consumers understand the benefits of an accessible and convenient payment model. Petar highlights how Aplázame helps improve sales conversion and increase shopping cart value, which is key to the profitability of partner merchants.
Customer Experience Challenges in the Fintech Sector
In an industry like Aplázame’s, Petar points out that the main challenges in managing the customer experience are related to transparency and speed of the process. Customers must feel comfortable and secure when contracting a credit service, so clarity in the terms and conditions is crucial. In addition, transaction speed is essential; customers expect a smooth and frictionless process. If any issues arise, Aplázame’s customer service team is available to offer close and decisive support.
Artificial Intelligence as a Driver of Transformation
During the interview, Petar explains how Aplázame is implementing artificial intelligence to optimize the customer evaluation process in real time. Thanks to AI, the company can make faster and more accurate financing decisions, which improves the customer experience by offering credit options that are better suited to their needs. In addition, artificial intelligence is being applied to customer service channels, enabling quick and efficient responses, improving overall satisfaction.
Chatbots and Automation: Powerful Tools, but with Balance
Petar mentions his experience with chatbots and his vision for automation in customer service. While he recognizes the great potential of chatbots, he also shares his personal experience with a frustrating automated interaction with a logistics service, where the chatbot was unable to understand his query. This, according to Petar, highlights the importance of finding a balance between automation and human intervention. While chatbots are useful for resolving simple queries, when problems are more complex, it is vital to offer the possibility of human interaction to avoid customer frustration.
The Future of Customer Experience in Fintech: AI and Personalization
Looking ahead, Petar reflects on how artificial intelligence will continue to transform the customer experience in the fintech sector. He envisions an environment where AI will be key to personalizing credit offers, analyzing users’ habits and needs to offer them financial products tailored to their profile. Personalization, combined with an ethical approach to data management, will be crucial to the success of fintech companies in the coming years.
Petar Popov gives us an in-depth perspective on how the combination of technological innovation, artificial intelligence, and a customer-centric approach can transform the fintech experience. His approach at Aplázame demonstrates how the use of technology can make the financing process more accessible and convenient, while maintaining a commitment to quality customer service and transparency.
Don’t miss out on all the details of the conversation and download the episode to listen to it when you can. We’re on Spotify, Apple Podcasts, and YouTube.
