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Shifting Customer Expectations in Lending



Shaun Richardson, Senior Vice President @ Informa Financial Intelligence

Suraya Randawa, Head of Research @ Informa Financial Intelligence

Chris Ward, Principal Consultant @ Informa Financial Intelligence


Remember the days when you had to take your film to get it developed hoping at least half of your 24 or 36 exposures came out okay?

Today each of us carry a digital camera in our pocket which gives immediate gratification of knowing our memory was captured correctly.

Now think about how Amazon Now (delivery of anything within two hours) has changed the way we think about shopping and drives buying decisions.

With the rise of Fintechs and digital transformation, customers’ expectations with regard to banking products have shifted dramatically. Instead of filling out long applications, faxing over documentation, multiple interactions with loan officers, and waiting days to get a credit decision and access to the funds, more lenders are creating customer journeys that are almost as easy as taking a picture with that phone in our pocket…and this is being done at a lower cost to the customer.

Understanding your customers’ journey and how you compare to your competition is crucial to managing your business. This is the only way for you to ensure that you are providing your customers with easy-to-use, valuable, and competitive offers that are profitable for you as a lender.


  1. What are the elements that drive customer value perception of loan products?
  2. How the speed and convenience of lending products has changed dramatically.  
  3. How your offering and customer journeys compare to your competitors.


  1. Insight into changes in customer value perception of lending products.
  2. A review of some best-in-class customer journeys in lending.
  3. Comparison of timing for different lending products.

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Shaun Richardson

Senior Vice President, Informa Financial Intelligence

Shaun joined Informa Financial Intelligence in 2018 through its acquisition of ICON Advisory Group. In his role as Senior Vice President, he leads the Benchmarking and Applied Analytics Group.  Shaun served as Senior Vice President with ICON from 2005 - 2018 where he was responsible for all analytical offerings across mortgage and consumer lending.  He worked closely with clients to ensure their success consuming insights built upon competitive pricing, originations transactions, and portfolio account data. Prior to joining ICON, Shaun spent 10 years consulting with Fortune 500 companies focused on business strategy and analytics.  He has an M.S. degree in Information Systems and Quantitative Sciences from Texas Tech University. Shaun enjoys spending his free time with his wife and two incredible daughters.

Suraya Randawa

Head of Research, Informa Financial Intelligence

As Head of Research at Informa Financial Intelligence, Suraya leads a team of digital banking experts researching and auditing global financial providers’ digital channels. Having started her research career at TNS-Research International in 2004, her expertise spans the range of financial services across the globe, with experience of leading customer experience and customer satisfaction at both research institutes and global banks.

Suraya understands the importance of customer experience to business success through a deep history of working in the financial world, even directly for a large global bank for some years. This knowledge is leveraged in all Informa Financial Intelligence’s research projects and enhances the insights her team gives to leading financial providers from around the world.

Rutger van Faassen

Vice President of Consumer Lending, Informa Financial Intelligence

As VP of Consumer Lending, Rutger works with clients by providing them with actionable insights from the unique data assets Informa generates about the competitive lending landscape both qualitative and quantitative. He brings broad experience in international retail lending to Informa clients.

Rutger joined Informa from Nomis Solutions where he was Vice President of Lending helping lenders globally implement lending price optimization solutions that generated proven benefits.

Prior to joining Nomis in 2008, Rutger worked at ABN AMRO Mortgage Group. During his ten years at ABN AMRO Rutger was also responsible for setting up mortgage businesses in different global markets.

Chris Ward

Principal Consultant, Informa Financial Intelligence

Chris is a researcher, consultant and communicator specialising in all things digital banking.

Chris works with major financial brands in the UK, EU and US, to support them in developing their digital strategies and advising them on competitive threats as well as the opportunities to transform their businesses. Chris and his team investigate all areas of the evolving financial eco-system, from the launch of Open Banking to the advancement of AI.

After starting his career in market research Chris joined Mapa Research in 2016, which became part of Informa Financial Intelligence in 2017.

Chris is a regular commentator on industry news and has contributed to a range of publications including American Banker and Banking Technology. He frequently participates in key industry events, including Finovate.


03/07/2019 at 1:00 PM (EST)   |  60 minutes
03/07/2019 at 1:00 PM (EST)   |  60 minutes Please click the button to the right to join the webinar.