Why customer experience is the new growth engine in Fintech
By Sugandha Sharma, Head of Operations, Navi
Growth in the Indian fintech ecosystem used to rely on a fairly straightforward playbook: lower pricing, faster onboarding, and aggressive distribution. While those levers are still necessary, they are no longer enough to build a durable edge. As digital finance embeds itself deeper into daily life, customers are judging platforms on a much harsher metric: what happens when things go wrong?
In this industry, a support ticket is rarely just a routine question. A failed UPI payment at a checkout counter, a delayed loan disbursement before a major purchase, or a stalled insurance claim during a medical emergency; these are high-anxiety events. They are tied directly to a customer’s money, credit, and peace of mind.
This is exactly why customer experience (CX) is a core growth engine. Trust is rarely built when an app works perfectly but is rather forged entirely by how...
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