FintekNews is pleased to offer our weekly feature column 3 Questions. Each week, we feature a thought leader within a unique sector of fintech and ask them to answer just 3 questions for our audience in their vernacular. This week, we’d like to introduce you to Denisse Goldbarg, Global Chief Operating Officer of mGage, a global mobile engagement provider with more than 15 years of mobile customer relationship management experience enabling brands to intelligently personalize communications for consumers.
NAME: Denisse Goldbarg
TITLE: Global Chief Operating Officer
COMPANY: mGage, a Vivial company
WEB ADDRESS: www.mgage.com
What does your firm do/offer within the fintech sector?
mGage is a leading provider of mobile messaging solutions to the financial services industry. We have experience with eight of the top 10 credit card issuers and three of four top retail banks in the United States. Financial service providers turn to mGage to provide them with solutions that:
- Improve customer satisfaction by making support interactions more efficient.
- Make customer care more cost-effective by reducing direct human interaction and subsequent call center costs.
- Allow them to market new services or special offers to customers in a powerful and proven method.
What do you believe the next major innovation in financial technology will be and why?
Leading financial service providers are expanding the use of chatbots to enrich their customer support. One recent example of this is Capital One’s Eno, which is a chatbot that recognizes and uses emojis to help customers perform basic account functions. The effectiveness of chatbots will only increase as natural language and AI features become more sophisticated. This will lead to expanded opportunities for personalization and allow brands to provide unique experiences to customers without the need for human interaction.
Another opportunity to provide personalized interactions is RCS messaging, which adds a range of rich media content and interactive elements to the traditional benefits of SMS messaging. Banks can use RCS messaging to provide their customers with rich media, suggested responses and suggested actions similar to what they are used to seeing in mobile apps but in the familiar and immediate setting of text messaging. Responses to messages can direct customers to a bank’s mobile app, helping to increase the app’s reach and value.
How do you feel businesses are adapting to the facet of fintech that your company operates within?
Banks understand that messaging is a necessity since it is a form of communication that is preferred by their customers. This is especially true with millennials, who rely on messaging as their main form of communication with brands. Millennials say that text messaging is a preferred method for receiving alerts such as bill payment reminders and notifications of suspicious charges, which highlights why they consider messaging a necessary offering from their banks and not a luxury.
Denisse Goldbarg is the Global Chief Operating Officer of mGage – a Vivial Company.
In her role as Global Chief Operating Officer, Denisse oversees sales, operations and marketing functions worldwide at mGage. She also serves as CMO for Vivial Media.