Fintech Integration Challenges

This morning, many people opened their favorite apps and nothing worked. A technical issue in Amazon’s data center rippled across the digital world, disrupting thousands of companies & millions of lives in real time. Here’s how big the impact was: Lyft riders were stranded. Snapchat wouldn’t load. Venmo couldn’t send or receive payments. Ring cameras went dark. Prime Video, Hulu, and Disney+ froze midstream. Fortnite, Roblox, Clash Royale, and Clash of Clans kicked players offline. Signal messages failed to deliver. Even Amazon’s own site, Alexa, and Prime Video stopped responding. For a few hours, entertainment stopped, payments froze, communication failed, and digital life itself hit pause. But I see something more.⁣ This wasn’t just a technology failure; it was an emotional one. Because experiences aren’t based on the outage itself. They’re defined by what happens in between; how people feel while it’s broken, and how they’re treated while they wait.⁣ As a business leader, I bet you want to retain loyal customers when unexpected challenges happen. So, here's what you do: 1️⃣ Acknowledge emotions quickly. Silence multiplies frustration. Even a short, human message, “We know this is frustrating, and we’re on it” restores calm faster than a generic tech update. 2️⃣ Communicate with clarity and care. Customers don’t need technical terms; they want reassurance. Say what it means for them: “We’re working to reconnect you, and your data is safe.” 3️⃣ Close the loop with gratitude and honesty. When systems recover, let customers know. Thank them for their patience, acknowledge the inconvenience, and share what’s been done. Transparency rebuilds confidence; appreciation restores connection. 4️⃣ Empower your people, especially your frontline teams. Technology can fix systems, but only people can fix feelings. Give your employees permission, training, and trust to respond with empathy. Top rated brands know technology may fail, but feelings don’t have to. Because what customers remember isn’t the outage; it’s how you made them feel when it happened.⁣ Got questions? Message me, and follow for more actionable proven strategies. Doing CX Right®‬ #customerexperience #customerservice #awsoutage

I have observed this pattern consistently; the disruption was rarely the problem. What happened next was. After more than three decades in global aviation operations, one pattern appeared more consistently than any other. Passengers understand that complex systems do not always function perfectly. Weather happens. Aircraft develop technical issues. Operational disruptions are part of travel. What customers struggle to forgive is something else entirely. Silence. Confusion. Indifference. Disrespect. When customers feel ignored or dismissed, frustration escalates quickly. When they feel acknowledged and guided — even during a significant disruption — the situation remains manageable. Passengers rarely complained only about the delay. They complained about the experience. The absence of information. The lack of visible leadership. The uncertainty about what would happen next. In other words, they complained about how the execution gap felt. This is true in every industry where customers experience organisations through their people. Airlines. Hospitals. Logistics. Hotels. Customer service operations. The disruption to service delivery and inconvenience caused is the same. The response makes a difference to everything. What's your view on the difference between a disruption that damages trust and one that actually builds it? #Reputation #BehaviouralLeadership #TrustInBusiness #OperationalLeadership

I had the privilege of sitting with multiple clients today. And every single conversation taught me something. About their business. About their goals, as a company and as individuals. About what makes things hard. And about what actually unlocks success. But the lesson that kept surfacing, over and over, was this one: Trust with customers can easily break when people change. And right now, in one of the most disrupted periods the software and tech world has ever seen, people are changing constantly. Getting promoted. Moving to different parts of the company. Leaving for new opportunities. Being reorganized. The humans your customers built their trust around? They're in motion. So here's the uncomfortable truth that every CS leader needs to sit with: If your customer's trust lives in a person, it's fragile. Full stop. The only trust that endures is trust built with the company. Not with a CSM. Not with an AE. Not with any single individual, no matter how talented or relationship-driven they are. And isn't that the whole point of Customer Success? It's not a department. It's not a headcount. It's a mindset and a company mandate. And while we absolutely ask our AEs, AMs, and CSMs to lead the relationship, that leadership comes with a responsibility that goes far beyond being likable or responsive. It means representing the full capability of the company. Every promise made in the sales cycle. Every product capability. Every team that touches the customer. Orchestrated through one accountable person, but never dependent on that one person alone. That's what it takes for customers to truly thrive. Not the heroics of an individual. Not the relationship skills of one great CSM. But the collective capability of a company, showing up consistently, delivered through someone who takes that responsibility seriously. So here's my challenge to my CS friends: Is that how you're showing up for your customers? Are you representing the whole company, or just your corner of it? And if you think I've got this wrong, let me have it. I mean that. #CreateTheFuture #CustomerSuccess #CSLeadership #GrowthMindset #Leadership #AlwaysLearning

Why so many safety software demos miss the mark and what to do about it... Over the past few years, I’ve been involved in a wide range of enterprise software procurements for health and safety. As part of these engagements, I’ve sat through countless product demonstrations and I’ve noticed recurring themes. Too often, vendors treat demonstrations as an extended sales pitch: a whirlwind tour of features, dashboards, AI modules, mobile apps, ESG tracking and every other capability in their toolbox. That’s fine for a first sales demo. But beyond that initial overview, the focus should shift. Once you're inside a competitive bid or RFP process, the demo is no longer about the vendor; it’s about the customer. A shift from "Check out what our software can do!” to “This is how our software can help solve your most pressing problems and prepare you for the challenges you haven’t faced yet” That means: Configuring the demo to reflect the organisation’s actual workflows. Demonstrating how the platform enables better decision-making, supports critical processes and reduces the manual effort and mental load currently carried by humans and spreadsheets. Showing how the solution can evolve to meet emerging needs, not just yesterday’s pain points. This isn’t just on vendors though... Organisations need to show up with clear problem statements and a sense of where they’re headed. What’s not working now? What’s likely to change? What capabilities will be essential two years from now? Procurement, at its best is a co-design process. If you’re selecting software, don’t ask for a software demo. Ask for a demonstration of understanding — and foresight. And if you’re a vendor, don’t just show off your tech. Show how it can make a difference to your customer. #safetytech

Most EPM vendor demos look convincing. Clean dashboards. Smooth workflows. A clear implementation plan... And a promise that this time will be simpler than the last. But a good demo does not tell you whether the platform will create value once it is live, or whether the business will actually use it. That requires a different set of questions. 1. Functional fit Can the business adapt planning logic, scenarios and assumptions themselves, or will every change require IT or vendor support? 2. Technical capabilities Can the platform integrate reliable actuals from ERP, HRIS and other core systems without manual reconciliation? And does it meet data protection, security and audit requirements from the start? 3. Cost and value What is the full cost, including integration, administration, licences, training and change effort? And will the business case still hold as the organisation scales? 4. Vendor and support What do comparable companies say about the vendor after implementation, not just during selection? And is the support model strong enough for the complexity of your organisation? 5. Implementation and adoption How much real team effort is needed to reach a useful first forecast? And will budget owners plan directly in the tool, or will finance still collect inputs offline? Once the criteria are clear, the selection process matters just as much: • Define the requirements before engaging vendors Align internally on the business problems the platform must solve. • Compare a real shortlist Assess options against agreed criteria, not preference, familiarity or demo quality. • Test with your own data Validate planning logic, integrations, reporting and user experience in your actual context. • Secure leadership commitment before signing Adoption depends on decisions, ownership and behaviours, not only configuration. The best EPM platform is not the one with the strongest demo. It is the one that fits your planning ambition, data reality and ability to change. Which of these questions would your current platform struggle to answer? P.S. This lens is part of our broader FP&A software selection framework. Happy to share the full guide if useful for a selection you are running.

Here's a proven way to build trust among customers. Recently, I saw two contrasting responses in customer service in a span of 2 days. The first was at a new restaurant that we were checking out. Like I do quite often, I asked - what do you recommend in seafood? The server pointed at a particular dish and said with a big smile - this one is good. I asked him - is it too spicy? Not at all sir, it is not spicy at all. Only to be proven very wrong in a matter of a few minutes! 🔥 🔥 The second was at a salon, where the guy was telling me about a new natural moisturizer brand they are using. I asked if he was sure it didn't have chemicals. He looked curiously at the bottle for a moment and then replied - "pata nahi sir, abhi check karke batata hoon" [I don't know sir. I will check and tell you right away] Contrasting, isn't it? Saying "I don't know" is a bit of a blow to the ego, right? After all, isn’t a business supposed to have all the answers? Not really. A business is not expected to have all the answers. The truth is - pretending to know everything can actually hurt your credibility. Customers value honesty and effort far more than a polished but false response. The most honest, trust-building phrase in customer service is not - “We’re here to help.” It is “𝗜 𝗱𝗼𝗻’𝘁 𝗸𝗻𝗼𝘄—𝗯𝘂𝘁 𝗜’𝗹𝗹 𝗳𝗶𝗻𝗱 𝗼𝘂𝘁.” Today, customers can spot when someone’s winging it. A vague or wrong answer can erode trust faster than silence. And when trust is broken, you lose not just one customer—it’s their referrals, reviews, and the goodwill they could have spread about your business. On the other hand, admitting “I don’t know” (and following up with a solution) shows humility, honesty, and a commitment to finding the correct answer. It’s the kind of moment that transforms a transaction into a relationship. Here’s how you can ace the art of “I don’t know” without compromising on a great customer experience: 👉 𝗙𝗼𝗹𝗹𝗼𝘄 “𝗜 𝗗𝗼𝗻’𝘁 𝗞𝗻𝗼𝘄” 𝘄𝗶𝘁𝗵 “𝗟𝗲𝘁 𝗠𝗲 𝗙𝗶𝗻𝗱 𝗢𝘂𝘁” Always pair honesty with action. Customers will appreciate your willingness to go the extra mile to find the right solution. 👉 𝗧𝗿𝗮𝗶𝗻 𝗬𝗼𝘂𝗿 𝗧𝗲𝗮𝗺 𝘁𝗼 𝗕𝗲 𝗖𝗼𝗺𝗳𝗼𝗿𝘁𝗮𝗯𝗹𝗲 𝘄𝗶𝘁𝗵 𝗨𝗻𝗰𝗲𝗿𝘁𝗮𝗶𝗻𝘁𝘆 Equip your team with the confidence to admit when they are unsure and the skills to research or escalate issues effectively. 👉 𝗦𝗲𝘁 𝗖𝗹𝗲𝗮𝗿 𝗙𝗼𝗹𝗹𝗼𝘄-𝗨𝗽 𝗘𝘅𝗽𝗲𝗰𝘁𝗮𝘁𝗶𝗼𝗻𝘀 If you need time to find the answer, give the customer a timeline. Then, stick to it. 👉 𝗙𝗼𝗰𝘂𝘀 𝗼𝗻 𝗘𝗺𝗽𝗮𝘁𝗵𝘆, 𝗡𝗼𝘁 𝗣𝗲𝗿𝗳𝗲𝗰𝘁𝗶𝗼𝗻 Customers don’t expect you to know everything. They expect you to care. Show them that their problem matters more than your pride. Saying “I don’t know” is not a weakness. It is strength. It signals honesty, commitment, and a willingness to grow. That’s what customers remember and rave about. Have you felt the power of "I don't know"? #customercentricity #customerservice #vinaypushpakaran

Are customer problems a 🎁 ? They can be. A problem gives you a unique opportunity to prove who you are when it actually matters. Recently, I had an issue with some custom work done on one of my vehicles. It could’ve easily turned into excuses, defensiveness, finger-pointing, or a lost relationship. Instead, Ron Venable at Roven sent me one text: “I got you.” That was it. He owned it, handled it, and made it right. Most people think customer problems are just fires to put out. They’re not. They’re moments of truth. They give your customer a front-row seat to your character, your standards, and your commitment after the invoice has already been paid. That’s the opportunity. When everything goes right, customers learn that you can deliver. When something goes wrong, they learn whether they can trust you. That kind of trust is different. It creates advocates. A happy customer may come back. An advocate tells other people why they should do business with you. So the next time a problem shows up, don’t just ask, “How do we fix this?” Ask, “How do we use this moment to earn deeper trust?” Because the problem may be costly, but the opportunity may be worth far more.

𝗪𝗵𝘆 𝘆𝗼𝘂 𝗻𝗲𝗲𝗱 𝗮 𝗦𝘁𝗿𝘂𝗰𝘁𝘂𝗿𝗲𝗱 𝗣𝗿𝗼𝗰𝗲𝘀𝘀 𝗳𝗼𝗿 𝗦𝗰𝗼𝗿𝗶𝗻𝗴 𝗘𝗥𝗣 𝗩𝗲𝗻𝗱𝗼𝗿 𝗣𝗿𝗼𝗽𝗼𝘀𝗮𝗹𝘀 As independent ERP Consultants, we facilitate pragmatic, unbiased and auditable ERP Vendor Evaluations. Selecting a new ERP Vendor and Solution isn’t just about ticking functional boxes, it’s about reducing risk and making confident and well-founded decisions. A structured RFP scoring process to support the ERP Evaluation is imperative as it: ✅ 𝗦𝗲𝗽𝗮𝗿𝗮𝘁𝗲𝘀 𝗖𝗿𝗲𝗱𝗶𝗯𝗶𝗹𝗶𝘁𝘆 𝗳𝗿𝗼𝗺 𝗖𝗮𝗽𝗮𝗯𝗶𝗹𝗶𝘁𝘆 When scoring the RFP submissions we encourage our clients to focus on Vendor transparency, completeness, references, methodology and attention to detail, not just shiny software features. ✅ 𝗥𝗲𝗱𝘂𝗰𝗲𝘀 𝗕𝗶𝗮𝘀 𝗮𝗻𝗱 𝗢𝗽𝘁𝗶𝗺𝗶𝘀𝗺 Vendor self-scoring is useful, but usually optimistic by nature. A weighted and standardised scoring matrix enables emphasis on the most critical functions and ensures scoring outcomes are consistent and comparable across the ERP Vendors. ✅ 𝗕𝗮𝗹𝗮𝗻𝗰𝗲𝘀 𝗗𝗮𝘁𝗮 𝘄𝗶𝘁𝗵 𝗝𝘂𝗱𝗴𝗲𝗺𝗲𝗻𝘁 Quantitative scoring (cost, financials, compliance) combined with qualitative inputs (comments, cultural fit, demo performance) produces rankings you can trust without pretending the numbers are absolute. ✅ 𝗠𝗮𝗸𝗲𝘀 𝗖𝗼𝘀𝘁 𝗖𝗼𝗺𝗽𝗮𝗿𝗶𝘀𝗼𝗻𝘀 𝗠𝗲𝗮𝗻𝗶𝗻𝗴𝗳𝘂𝗹 Normalising pricing and assessing 1, 5 and 10 year total cost of ownership ensures decisions are based on long-term value, not just headline short term price models. ✅ 𝗖𝗿𝗲𝗮𝘁𝗲𝘀 𝗧𝗿𝗮𝗻𝘀𝗽𝗮𝗿𝗲𝗻𝗰𝘆 𝗮𝗻𝗱 𝗔𝗹𝗶𝗴𝗻𝗺𝗲𝗻𝘁 Outlier scores are flagged, discussed and resolved with the ERP Evaluation Team as a group. Comments capture rationale. Everyone sees the same information, stored centrally, working from the same version of the truth. ✅ 𝗞𝗲𝗲𝗽𝘀 𝗠𝗼𝗺𝗲𝗻𝘁𝘂𝗺 𝗮𝗻𝗱 𝗔𝗰𝗰𝗼𝘂𝗻𝘁𝗮𝗯𝗶𝗹𝗶𝘁𝘆 Clear timelines, ownership and scoring effort expectations prevent last-minute rushes and decision fatigue especially over holiday periods. The result is a pragmatic and fair ERP Vendor and Solution shortlist that provides the leadership a decision based primarily on evidence, not just gut feel. If you’re evaluating ERP Vendors and Solutions right now, the process you use to score them is just as important as the ERP Solution itself. #erp #crm #erpconsultant

Your customers don’t trust you (yet)… here’s how to fix that. Earning trust isn’t about flashy marketing or big promises— it’s about what you do every single day. Here’s the thing: Without trust, your business is running on fumes. Customers are smarter than ever. They can spot insincerity from a mile away. And if they don’t trust you or worse, if they don’t feel valued they’ll go elsewhere. So how do you earn their trust, make them feel truly valued, and create engagement that keeps them coming back? Here’s what works: 1. Start by listening (and act on what you hear).   * Run surveys, host focus groups, or jump on 1:1 calls with your customers.   * Pay attention to their pain points, frustrations, and needs.   * Most importantly: Implement their feedback. Listening without action destroys trust faster than ignoring them altogether. 2. Personalize every interaction.   * Address your customers by name.   * Tailor your messaging, offers, or coaching to meet their unique needs.   * Remember: No one wants to feel like a number in your CRM. 3. Be transparent—even when it’s uncomfortable.   * Made a mistake? Own it immediately.   * Raising prices? Explain why.   * Customers value honesty, even when the truth is hard to hear. 4. Engage meaningfully by creating value.   * Share free resources, Q&As, or tips they can use immediately.   * Celebrate their wins—whether big or small.   * Build community spaces for connection (think LinkedIn groups, Slack, or live events). 5. Go above and beyond with small, thoughtful gestures.   * Send handwritten thank-you notes.   * Offer surprise perks, like early access or exclusive discounts.   * Follow up on personal details they’ve shared with you (yes, remembering their kid’s soccer game matters). 6. Stay consistent.   * Deliver on your promises every time.   * Focus on quality over quantity—customers will forgive a missed update, but not mediocrity.   * Regularly measure satisfaction and make improvements where needed. Building trust isn’t rocket science—but it does take effort. Focus on these six steps, and you won’t just earn trust. You’ll build relationships that last a lifetime. Which of these are you already doing?
 Let me know in the comments I’d love to hear how you earn your customers’ trust. ♻️ Share if you wan to build trust in your market 🔔 Follow Mike Hays for more trust tips.