What winds you up in particular?
Josh I think my bank thinks I sit next to a fax machine. They probably think I own a fax machine. They think that I know how to post letters and put a signature on paper and send it and dual copy it. I haven't had to send a letter or fax for years. In this case, I had to sign a document. We were in a pandemic, so I didn’t have access to an office, and it required me to sign a piece of paper and email it. I took a photo on my iPhone, scanned it, and sent it through, and the response was, ‘well, how do we know it's a wet signature?’ I said, ‘how do you mean? It looks like pen’. So I took another picture of me holding a pen, showing that it is, in fact, a wet signature. And this went on for a couple of weeks to the point where I had to go to a post office and send the document - in 2022. You know, we shouldn't have experiences like that. If I have to sign a contract, it's on DocuSign or done digitally, and that's what I would expect.
Is regulation getting the way of financial services delivering a better experience?
Amir With financial services comes regulations and compliance, and the end consumer doesn’t think about that. They compare it to TikTok and Spotify, the Uber app, and other seamless and convenient things. They’ll put them side by side because they're using those apps within minutes of each other and wonder why their financial services app sucks so much. So the finance space needs to work even harder to remove the notion of those compliance and security requirements and provide that same comparable experience.
Josh You can't lead innovation or an amazing experience with compliance. It becomes really difficult to do. It’s best to just focus on the customer, build a great experience and then work within compliance frameworks because they're there for a reason.
