FintekNews is pleased to offer our readers our “3 Questions With…” column, where we chat with 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 Vinod Muthukrishnan of CloudCherry, an industry-leading Customer Experience solution, helping organizations drive profitability through delightful customer experiences, and ultimately power the outcome economy.
NAME: Vinod Muthukrishnan
TITLE: CEO and Founder
WEB ADDRESS: https://www.cloudcherry.com/
What does your firm do/offer within the fintech sector?
Financial services face perhaps the most disruptive environment of all sectors due to the fact that the entire underlying nature and denomination of “money” is being disrupted. CloudCherry’s role within the sector is to help businesses understand their customer’s journey and context, analyze what matters to them and be able to predictively tell them what they need to do in order to retain and grow their customer base.
What area/s of fintech do you believe will grow the most in the coming 5 years?
Personalization will become more of a priority and will be an integral part of a banks customer engagement strategy. The businesses of today have access to an abundant amount of data meaning that the ability to personalize products and services becomes more effective and efficient than ever before. As a result, consumers’ expectations are rising and are looking for experiences that are customized to their needs at the time they want it.
We will also see the model shift from assets under management-based (AUM) to transaction-based. Rather than continue as custodians of wealth, financial organizations now need to be the ones enabling transactions where the best user experience wins. Maximum innovation will come from helping previously unidentified transactions (like pennies with Acorn) or by enabling better and faster transactions (such as mobile payments). With Bitcoin competing for space with traditional currency, we very well could see underlying shifts in the instrument, but the battle will be remain in the domain of facilitating transactions.
What fintech leader do you admire the most and why?
Piyush Gupta, CEO of DBS Bank which has been rated the best bank in the world and best Digibank in 2018. For such a massive bank to be able to be so nimble and yet focus on driving brilliant customer experience is a testament to his vision and his ability to execute against it.
Vinod Muthukrishnan is founder and CEO, CloudCherry. First a sailor, then a strategist and now an entrepreneur, Vinod has spent his career in diverse and challenging environments. He currently serves as founder and CEO of CloudCherry – a customer experience technology startup based in Pleasanton, CA with offices in Singapore and India.