Blog

The Rise Of The AI-Empowered Customer: Financial Services' Blind Spot

Kyle MacDonald — Fri, 12 Jun 2026 14:35:22 GMT

This article was previously published on Forbes.

Flexibility by Design: Why Financial Services CRMs Must Evolve for the Next Decade

Oliwia O'Hare — Tue, 05 May 2026 11:27:48 GMT

Financial services organisations don’t replace their CRM platforms lightly. When they do, it’s rarely about features. Growth, regulation, customer expectations, and operational risk will always end up exposing the limitations of legacy systems. And when that happens, the cost of standing still starts to exceed the cost of change.

In our recent webinar, “Flexibility by Design: How Financial Services CRMs Thrive in the Next Decade,” Financial Cloud CEO and Co-Founder Kyle MacDonald shared his perspective on why the next generation of financial services leaders are thinking about their CRM not as a tool, but as a long-term operational foundation.

Many CRM platforms in financial services were never designed for the constant change they’ve had to withstand. What begins as a fit-for-purpose solution gradually becomes a constraint as organisations scale and evolve.

Common warning signs you should look out for include:
• Slow change cycles: simple workflow updates require developer involvement and lengthy release processes
• Operational workarounds: Teams rely on spreadsheets and disconnected tools to compensate for system limitations
• Fragmented customer views: communications, payments, and case management live in separate systems
• Rising technical debt: each modification increases complexity, cost, and risk

Why Most FinTechs Outgrow Their CRM

Oliwia O'Hare — Fri, 27 Mar 2026 12:58:47 GMT

FinTechs don’t usually outgrow their CRM because they scale too fast. They outgrow it because it was never designed to support the way they operate.

In the early stages, a lightweight CRM is enough. Sales are founder-led. Customer onboarding is manual but manageable. Reporting is stitched together through spreadsheets and exports.

Then growth happens.

More customers. More products. More regulatory oversight. More operational complexity.

Suddenly, the CRM isn’t just a contact database — it becomes the backbone of customer lifecycle management. And that’s where most FinTechs hit friction.

Common symptoms include:

The Hidden Risk of Fragmented Customer Data

Oliwia O'Hare — Fri, 20 Mar 2026 13:21:52 GMT

Compliance Depends on Consistency.

Why Convenience in Collections Matters

Kyle MacDonald — Tue, 23 Sep 2025 10:37:27 GMT

This article was previously published on Forbes.

What is a Financial CRM? Everything You Need to know

hollie.moss@financial-cloud.com (Hollie Moss) — Wed, 04 Jun 2025 14:36:04 GMT

What is a Financial CRM?

Why Build a Personalisation Strategy in Financial Services

hollie.moss@financial-cloud.com (Hollie Moss) — Wed, 29 May 2024 12:57:31 GMT

The days of one-size-fits-all service delivery are long gone, in fact 76% of customers now expect personalised experiences. This goes beyond simply adding a name to an email; it's about tailoring service delivery to meet the unique needs and preferences of each individual customer. In this blog post, we explore the significance of personalisation and why the Financial Services industry must adopt a more refined approach to customer engagement.

Navigating the Debt Collection landscape with technology

hollie.moss@financial-cloud.com (Hollie Moss) — Mon, 25 Mar 2024 16:46:38 GMT

Recent poling by debt advice charity Step Change suggested that 40% of people in the UK – approximately 22 million people – entered 2024 struggling to keep up with bills and other credit commitments. In this blog post, we will explore the UK's current debt landscape, emphasize the importance of effective debt management strategies, and discuss the role of technology in providing more supportive services.

BNPL industry challenges: Leveraging technology for success

hollie.moss@financial-cloud.com (Hollie Moss) — Wed, 06 Mar 2024 16:15:21 GMT

The Buy Now Pay Later (BNPL) industry is experiencing exponential growth. Since the start of 2023, over half of UK adults (approximately 26.4 million people) have embraced BNPL services, and it is predicted the UK market will surpass £37 billion by 2026. However, with heightened competition and the implementation of new regulations imposed by the Financial Conduct Authority (FCA), BNPL providers are encountering new challenges. In this blog post, we explore these challenges and discuss how technology can help pave the way to success.

10 Benefits of a Self-Service Customer Portal in Debt Collection

hollie.moss@financial-cloud.com (Hollie Moss) — Thu, 25 Jan 2024 10:28:56 GMT

Results from a recent study show that 67% of customers express a preference for self-service portals over speaking to a company representative. For those in debt who might be feeling stressed and overwhelmed, this statistic highlights the transformative impact self-service portals can have on elevating customer experience in the debt collection industry. In this blog post we explore ten benefits of incorporating a self-service customer portal into debt collection practices.