Finovate Podcast with Greg Palmer and Horizn

Fresh off a third Best of Show win at Finovate 2021, Horizn CEO Janice Diner and VP Sales Steve Frook joined Finovate VP Greg Palmer on an episode of the Finovate Podcast. Their conversation explored how the pandemic has changed customer expectations around digital and how financial institutions, with Horizn’s help, are changing along with them.

“[We’re in] an exciting era,” Frook says, “a digital revolution for the banking industry.” He explains how Horizn has long helped banks capitalize on the trends that are now in overdrive, helping them overachieve on their digital growth goals, supporting mergers and new platform launches and driving mass adoption of new innovation and capabilities.

“All financial institutions want to transport their customers to the ‘super-engaged’ category”

“What we’re seeing in the industry is financial institutions double-clicking on their digital adoption numbers,” Frook says, “looking at the definition of an active digital customer. All financial institutions want to transport their customers to the ‘super-engaged’ category, where the majority of the transactions for that individual are being done online or from a mobile standpoint.”

He adds, “Regardless of your size as a financial institution, we have a solution for you, and we can actually help you with your specific goals and objectives from a digital growth perspective.”

How did Horizn’s platforms perform over the past year? “Year over year,” says Horizn CEO Janice Diner, “the self-serve customer platform saw 267% growth in digital demos completed. We wildly over-achieved on what we ever imagined.”

And it didn’t end there.

“The placement of digital banking demos in key locations reduced the volume of digital banking support calls up to 20%,” she adds. “Incorporating our digital demos and support calls reduced digital banking calls on average 10 to 45 seconds. For one of our large banks, the most common call to the call centre was ‘Reset Password.’ When they put the Reset Password demo inside their mobile app and on their .com, they saw 740,000 demos completed, which dramatically reduced calls to the call centre.”

“There’s simply a lot to accomplish beyond digital banking basics”

Greg Palmer, Finovate VP, notes that in the near future, “it won’t be a digital banking customer, it will just be a banking customer.” As Diner explains, Horizn is ready:

“It is an amazing time to be building software,” she says. “There’s simply a lot to accomplish beyond digital banking basics: improving the digital customer experience, use of data analytics and AI, digitizing the back office, open banking, the list goes on. Horizn, I think, is a perfect partner for all that’s happening in innovation today, and we’re very excited about helping other banks.”

Listen to the full conversation here.