In our ongoing series, our FinTech of the Week is Reach, which is disrupting the customer engagement category by bringing innovative technology to make life simple, even in business. Reach allows companies to automate business workflows, document processes and transactions with their clients on any device, resulting in improved conversion rates and increased customer satisfaction through a personalized interaction.

Yuval Nachman, CPO and Site Manager at Reach discusses how incumbent institutions can keep up with more nimble startups, and how not to leave customers behind as more and more services move to digital.

“There’s a notion that if you digitise all of your processes you’ll create happy customers, I believe this is a myth,” says Nachman, “If you leave consumers with all those complex workflow processes on their own they may get frustrated, they may get lost and they need your assistance when this is happening. You better be ready to provide the right help at the right time by not losing context and asking them to repeat everything that they just did over again.”

Watch the full video now:

Watch Reach on the FinTech Stories Stage at FinTECHTalents 2019 now: