Podcast 89: Proven Fintech Software Adoption Strategies

EPISODE 89: Proven Fintech Software Adoption Strategies

John Findlay, CEO,  LemonadeLXP

As 2025 begins, financial institutions are rapidly entering the age of AI. Hopes are high for emerging technology to usher in a more human side of banking. But what does this mean for fintech software adoption?

Today, we’re getting an insider’s perspective, as I welcome John Findlay, CEO of LemonadeLXP, a digital growth platform for fintech software adoption.

John is no newcomer to digital business solutions or innovative learning methods. After years of working with diverse clients, he has valuable lessons for growth-minded professionals, not just in finance, but in other industries as well.

So please join us as we explore the rapidly changing world of fintech software adoption on this episode of the Talented Learning Show…

Proven Fintech Software Adoption Strategies — KEY TAKEAWAYS

• Fintech is revolutionizing the banking world. In response, financial institutions of all kinds are scrambling to gain a competitive edge. With so much at stake, the right fintech software adoption methods make a massive difference.

• Targeted educational solutions are leading the way in this space, with game-based learning functionality that dramatically improves audience engagement and business outcomes.

• Innovative content capabilities are equally important. For example, AI-based authoring tools and automated compliance updates make it much faster and easier to produce high-quality training. And with a specialized online marketplace, fintech companies can easily share their best instructional content with others.

Proven Fintech Software Adoption Strategies — Q&A HIGHLIGHT

Welcome, John. Could you start by telling us about LemonadeLXP?

Well, Lemonade is a spin-off of a company I started back in 1999. At that time, we built gamified microsites to help companies educate consumers and engage them in the buying process. We worked with leading brands like Coca Cola, P&G, Dell, Time-Warner, Microsoft, you name it. And we gathered a ton of data on effective game-based digital tactics.

Then fast-forward to 2005, when we developed a promotional game for Tylenol’s Rapid Release pill. They asked us to morph it into an elearning program, and it became Tylenol’s most successful training program ever. In fact, several training publications wrote about it.

At that time, our core business was going well, so we continued to focus on that. But those articles kept sending us a trickle of customers over the years.

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So, how did you get involved with fintech software adoption?

In 2015, TD USA was concerned because customers weren’t using their online and mobile banking at the rate they wanted. So, they asked what we would do about it.

We knew they needed to reach people who weren’t already digital customers. So, we recommended getting frontline employees at branches and contact centers to promote the technology. That’s the best way to drive fintech software adoption.

But there’s a catch — staff aren’t required to bank where they work. So they weren’t personally familiar with TD USA tech. And without knowledge and confidence in the bank’s products, employees didn’t recommend them.

Of course…

That was a training problem. So, we suggested they run a fintech software adoption pilot based on our game-based learning program. And we increased digital product recommendations among frontline staff by a multiple X-factor.

And then TD said, “We want to roll this out more broadly.”

That’s when we decided to build a learning experience platform for customer education. Essentially, it’s a fintech software adoption solution, because we realize every financial institution faces this kind of problem.

Makes sense…

We think of it as a digital growth platform because that’s what it’s about. It’s the fastest way to create a walkthrough of any software application so you can promote it to customers. Plus, it helps your staff when they need to support customers.

Some customers also use it for employee onboarding, compliance training and other internal education purposes. And now, we serve nearly 100 financial institutions.

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Fantastic! As an entrepreneur, I love stories like this. So, what are the biggest fintech software adoption challenges your clients face?

In these organizations, employee turnover is generally very high, particularly among frontline contact center staff. There’s a constant need to onboard new people and ensure they become productive. The process can take months, so it is a major challenge.

Think of it. They need to know about your digital capabilities. They need to understand all the products and services your organization offers. They also need to understand compliance stuff, because financial institutions are heavily regulated. Plus, there’s training in diversity and inclusion, financial wellbeing and so forth.

It’s a big job. But with Lemonade, the time-to-productivity cycle is now 50% faster.

Nice. What else are you seeing?

Well, these organizations are digital businesses. They’re constantly rolling out new products, updating existing capabilities and improving the user experience. That never ends.

The software is always changing, so staff must remain digitally fluent. They need to know how to use a spectrum of products and services that solve numerous problems. And they need to be ready to help others learn, too.

Right…

With a traditional LMS, the learning experience is not particularly engaging. Employees often have an aversion to using an LMS because they associate it with dreadful compliance training they’ve had to take every year.

But Lemonade morphs onboarding and employee learning into an interactive game-based experience, so our voluntary participation rate is about 86%.

Excellent.

And the last piece is customer education, which we support through our Digital Academy product. As I mentioned, you can offer tech walkthroughs that teach people how to use your product. In addition, you incorporate game-based learning to enhance training for things like cybersecurity, fraud prevention, financial wellness and literacy. Offering this kind of education is part of every financial institution’s commitment to serve its community.

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That’s great. But do some banks struggle with content creation? How much of it is common across the industry?

Yes. New Lemonade customers have access to their live instance and authoring tools within 48 hours. But in our early days, organizations that were understaffed sometimes found it difficult to get all their content ready.

Some launched with only one module, and staff ate it up because it’s game-based and it’s fun. But by the end of the week, people were asking when they would get more training. That put content teams under the gun. So, we built what we call the content exchange.

It is basically a library of bank-specific training content, and more. It’s got cybersecurity, it’s got all sorts of stuff. Because we have a small team of authors who help our customers when needed. And when they’re not busy, they develop content for the exchange, which our customers can download into their instance and use as is. Or they can tweak it to fit their needs.

Recently, you added an AI tool that customizes content. How does that work?

Yes. It’s called InsightAI. You just upload your source material and it synthesizes all the information.

Then, imagine you want to develop training about cybersecurity. You simply prompt the tool, and it will instantly consolidate all the related content from the database and write a course based on it.

What kind of courseware does it produce?

Oh, all kinds of modules. Game-based learning, role-play scenarios, text-based content. You can even put your text-based content into a third-party text-to-video solution like Synthesia and create an AI-based instructional video. It’s really rich.

You’ve mentioned gamification multiple times. How do you define that? And how does it help with fintech software adoption?

Yes. We make a very clear distinction between gamification and game-based learning. Here’s why…

…For complete answers to this and more questions about fintech software adoption strategies, listen to this entire podcast on Apple Podcasts, on Spotify, on Amazon, or right here on our site.

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Find Out More About LemonadeLXP

Want more details about how this powerful system drives fintech software adoption? Check the LemonadeLXP listing in our learning systems directory — including company/product information and videos. Or visit Lemonade online.

ALSO: Check my Hot Take Review of LemonadeLXP on YouTube:

Need a Better Way to Educate Customers and Others? Let’s Talk

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