Balancing AI and Human Empathy: Redefining Customer Service for Scaled Fintechs Artwork

Fintech Insights & Conversations with Efi Pylarinou

Dr. Efi Pylarinou is a Top Global B2B Fintech & Tech Influencer, Thought Leader, and prolific content creator.No.1 Global Woman Influencer in Finance & the Data conversation by Refinitiv 2019 & 2020. She is included in Onalytica`s 2021, Top 20 Fintech Influencers & in their Top 20 in ‘ Who`s Who in AI’ professional influencers. In 2022, she was included in the Top 50 Digital Futurists list and Top 30 Linkedin Voice by Engatica. A seasoned Wall Street professional & a recognized technology thought leader on innovation topics.She has over 195,000+ followers on Linkedin and 20,000+ on Twitter. Join her on the social platforms https://linktr.ee/Efiglobal

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Fintech Insights & Conversations with Efi Pylarinou

Balancing AI and Human Empathy: Redefining Customer Service for Scaled Fintechs

February 03, 2025 • Efi Pylarinou

#credit #fintech #AI #collections #CX

A thought-provoking discussion with Hans Zahar, Chief Technology and Innovation Officer at Nutun (Africa Tech Award Winner 2023), as we explore the evolving landscape of Customer service in scaled fintech operations.

In this comprehensive conversation, discover:

How financial inclusion creates new challenges in Customer Service especially for scaled up Fintechs
The delicate balance between technological efficiency and human connection
Emerging trends and several concrete ways to leverage AI in customer engagement, from collections to fraud detection
South Africa's unique position in delivering empathy-driven BPO services globally

Hans Zachar joined Nutun in March 2023 with 19 years of technology experience across multiple industries including financial services, telco, retail and insurance. Hans previously served as the Chief Product Officer for TransUnion Africa with the responsibility of developing and maintaining innovative customer engagement and credit risk management solutions leveraging the latest digital and analytics technologies. Hans also held the role of Managing Director of Technology Strategy at Accenture specializing in technology led business transformation, having led several major transformation initiatives across the Africa continent.