From Contact Center to Value Center: Redefining CX in FinTech

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In most companies, the contact center is still viewed as a cost center. But in FinTech and digital-first businesses, that mindset is outdated — and dangerous.

In my 20+ years leading customer operations across FinTech, FoodTech, and EdTech sectors, I’ve witnessed a shift: when businesses treat customer support as a strategic function (not a reactive one), the results go far beyond CSAT and NPS — they unlock real revenue, retention, and risk reduction.



1. CX as a Growth Lever, Not Just a Support Channel

At Simpl, we turned our customer experience function into a core business enabler. How?

  • We built a chatbot that cut contact rate by 33% and boosted self-service.

  • We introduced a machine-learning-powered collection model that improved same-day recovery by 13%.

  • And we created a merchant onboarding framework that scaled to $15K MRR in under five months.

Each of these “CX projects” directly drove business outcomes.

Lesson: When you align CX design with business goals (growth, revenue, compliance), you unlock value that’s invisible in traditional contact center dashboards.

2. The Right Metrics Matter — So Choose Boldly

Too many organizations still anchor success to “AHT” and “SLA.” But those are lagging indicators. At Swiggy, we focused on:

  • First Contact Resolution (FCR) as a cost deflator

  • Contact rate per order as a proxy for product friction

  • NPS by partner segment, not just aggregate

These metrics helped us pinpoint where experience was blocking growth — and where improving it would yield disproportionate gains.

Consulting Tip: Don't just measure what’s easy. Measure what matters to customers and the business.

3. Automate, But Don’t Abandon Empathy

AI and automation are transforming support — but there's a trap: over-automation often breaks trust. Your bot can’t upsell, calm a furious user, or build loyalty with a merchant who’s losing revenue due to a failed transaction.

When we deployed AI-based audit tools (like Convin), we didn’t just improve compliance. We used those insights to coach humans, not replace them.

Balance is key: Automate the predictable. Humanize the critical.

4. From Ops Leader to CX Strategist: A Mindset Shift

The future of customer experience leadership isn’t about firefighting. It’s about:

  • Designing for outcomes, not transactions

  • Collaborating with product, risk, and data science

  • Making CX a voice at the strategy table

If you’re leading CX or support functions today, ask yourself:
Are you defending costs — or driving growth?

🚀 Final Thought:

Turning your contact center into a value center isn’t just possible — it’s essential. Whether you’re in FinTech, D2C, or EdTech, the principles hold:

Customer experience isn’t just a department. It’s the strategy.

Let’s start treating it that way. 

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