As an exhibitor at this year’s Money20/20 conference, Setuply joined industry leaders to discuss the latest advancements shaping the future of financial technology.
With a focus on driving innovation in payments and connected commerce, this global event underscored the pivotal role of generative AI, strong B2B partnerships, and the balance of AI with the human touch.
As we dive into these key Money20/20 themes, we’ll explore their influence on client onboarding processes for financial services clients.
Generative AI was a major topic of conversation at Money20/20, with early adopters from TSYS, Mastercard, and Capital One demonstrating how they use it in creating hyper-personalized experiences and enhancing risk assessment models. In the words of TSYS’ Dondi Black, “It was a joy to talk about some practical and real areas where the sector is realizing an ROI and a path for creating truly differentiated experiences utilizing GenAI.”
For client onboarding specifically, generative AI offers a toolkit that streamlines onboarding processes and also empowers teams with insights and resources to elevate client interactions.
By quickly synthesizing vast amounts of industry-specific data, AI equips onboarding teams with comprehensive knowledge of clients’ industries, challenges, and market positions. This supports onboarding reps in delivering highly tailored support that addresses specific client pain points.
AI also continuously optimizes onboarding processes by analyzing historical data to identify areas for improvement. By detecting bottlenecks and highlighting efficiencies, onboarding teams can adapt and refine processes in real-time, making each client’s journey faster and more seamless.
Another overarching theme at Money20/20 was the evolution of B2B partnerships within Fintech, especially as companies navigate the complexities of unbundling and re-bundling services to create more agile, customer-focused solutions. With many Fintech startups embracing a B2B go-to-market strategy, panelists from Ansa, Zest AI, and Clair Inc. discussed the importance of identifying and cultivating the right partnerships to drive scalable growth.
A main point of emphasis, as highlighted by Aditi Maliwal of Upfront Ventures, was building deep, empathetic connections with customers—a process that starts in onboarding. Establishing transparency from the start helps avoid misalignment, and addressing discomfort openly allows them to feel understood. Allowing a 24-hour adjustment period acknowledges the natural resistance to change that many experience, especially given that those who purchase a solution typically aren’t the ones implementing it or interacting with it on a daily basis.
Empathy and clarity go hand in hand—customers need to understand the reasons behind a change in order to fully embrace it. Providing visibility into the benefits of new processes or tools encourages genuine buy-in and builds trust. A well-structured onboarding plan with actionable steps for each team avoids confusion and ensures everyone moves forward with purpose.
There’s a delicate balance companies must strike between harnessing AI for personalization and respecting data privacy—a duality that resonates deeply in Fintech and beyond. As PayPal’s Frank Keller put it: “It’s critical for all of us to remember that trust is gained in drops and lost in buckets, so all of us need to act responsibly and cultivate that trust.”
Building this trust requires a human-centered approach to data management, emphasizing transparency and ethical data practices. These sentiments align closely with client onboarding, where organizations must respect client privacy while meeting expectations for tailored service.
Setuply’s platform is designed to help clients feel both secure and seen from day one. While providing a secure, accessible, and comprehensive solution for managing client and project data, Setuply offers AI-driven task management tools that allow for seamless collaboration and keep projects on track. Combining robust data security with personalized service builds trust and satisfaction that engender loyalty and long-term relationships.
Money20/20 offered numerous insights into the evolution of financial technology. From the power of generative AI to the importance of B2B partnerships and the balance of personalization with trust, this year’s conference highlighted critical themes that align with Setuply’s mission: to deliver secure, personalized, and efficient onboarding experiences that build lasting client relationships.
To stay up-to-date on where Setuply is headed next—as well as upcoming virtual events we’re hosting—make sure to bookmark our events page. We always look forward to opportunities to connect!