Welcome to RFI Global’s Banking Uncovered - the podcast that goes behind the industry PR, the media spin, the product awards and the investor reports to look at what’s really going on in the industry. Using customer data we focus on how are customers behaving, how behaviour is changing and how institutions are reacting to new customer needs. At the same time as the rapid development and enhancement of data capability, the impact of generative AI and the emergence of stronger fintech propositions, traditional banks have invested heavily in their digital capabilities. As the industry stalwarts, challengers and fintechs continue to compete in this new digital and physical world, we bring together divergent opinions and viewpoints. Talking to CEOs, founders, global experts and leaders in banks, payments, fintechs and challengers spanning the globe, we ask the big questions facing the industry. In depth interviews and panel discussions, combined with RFIs global customer data lake will ask: · What are evolving needs of customers and what are the key trends? · What are the next innovations that will meet these? · Which players are responding to new and emerging customer needs and what propositions are working? · Are new and upcoming regulations going to impact the market and how?
Episodes
Tuesday Jun 03, 2025
Tuesday Jun 03, 2025
In this episode of Banking Uncovered, we explore how Square is transforming the payments landscape for merchants and small businesses and redefining the future of banking. As digital transactions become increasingly prevalent, what implications does this have for traditional banking models and financial accessibility?
Banking Uncovered host Chloe James speaks to Jess Aloi, Australian Go-to-Market Lead at Square, winner of the prestigious Most Recommended Merchant Services Award at the RFI Global Australian Banking and Finance Awards 2025. They discuss how the needs of small businesses, technological advancements and regulatory developments are influencing the banking industry, as well as a central theme around customer-centricity and a passion for supporting businesses.
Topics discussed include:
- Banking & Finance Awards: Jess’s thoughts on how Square achieved the Most Recommended Merchant Services Award, and the importance of putting customer-centricity at the heart of everything they do.
- Net Promoter Score (NPS): How Square achieved a high NPS of +42.5 in March 2025, up from +23.8 in May 2024, driven by simplicity, peer recommendations and strong customer advocacy.
- Achieving customer-centricity: How Square builds its tools and services around seller feedback, ensuring that every product update is designed to make business easier and more successful for its users.
- Technology and innovation: How Square’s innovations are shaping the way consumers and businesses handle transactions, and leading the charge in innovation. The importance of adapting global products for specific local market needs.
- Company culture: The team culture is collaborative, mission-driven, and seller-obsessed, with many employees bringing firsthand small business experience.
- The future: Predictions on how digital systems will continue to evolve and their potential impact on the global financial ecosystem.
And much more.
Tune in to this Banking Uncovered episode for valuable insights into the world of merchant banking and stay ahead of the curve in this rapidly evolving industry.
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