{"id":10337,"date":"2021-10-06T10:14:30","date_gmt":"2021-10-06T10:14:30","guid":{"rendered":"https:\/\/www.mozark.ai\/?p=10337"},"modified":"2021-10-06T10:22:45","modified_gmt":"2021-10-06T10:22:45","slug":"why-is-my-bank-unaware-of-its-digital-payment-issues-when-even-netflix-knows","status":"publish","type":"post","link":"https:\/\/www.mozark.ai\/why-is-my-bank-unaware-of-its-digital-payment-issues-when-even-netflix-knows\/","title":{"rendered":"Why is my bank unaware of its digital payment issues when even Netflix knows?"},"content":{"rendered":"<div class=\"slider-wrapper relative hide-for-medium\" id=\"slider-922875282\" >\n    <div class=\"slider slider-nav-circle slider-nav-large slider-nav-light slider-style-normal\"\n        data-flickity-options='{\n            \"cellAlign\": \"center\",\n            \"imagesLoaded\": true,\n            \"lazyLoad\": 1,\n            \"freeScroll\": false,\n            \"wrapAround\": true,\n            \"autoPlay\": 6000,\n            \"pauseAutoPlayOnHover\" : true,\n            \"prevNextButtons\": true,\n            \"contain\" : true,\n            \"adaptiveHeight\" : true,\n            \"dragThreshold\" : 10,\n            \"percentPosition\": true,\n            \"pageDots\": false,\n            \"rightToLeft\": false,\n            \"draggable\": false,\n            \"selectedAttraction\": 0.1,\n            \"parallax\" : 0,\n            \"friction\": 0.6        }'\n        >\n        \n\n  <div class=\"banner has-hover Home-banner-3\" id=\"banner-776700299\">\n          <div class=\"banner-inner fill\">\n        <div class=\"banner-bg fill\" >\n            <div class=\"bg fill bg-fill bg-loaded\"><\/div>\n                                    \n                    <\/div><!-- bg-layers -->\n        <div class=\"banner-layers container\">\n            <div class=\"fill banner-link\"><\/div>            \n   <div id=\"text-box-1776726941\" class=\"text-box banner-layer x30 md-x30 lg-x30 y95 md-y50 lg-y50 res-text\">\n                                <div class=\"text dark\">\n              \n              <div class=\"text-inner text-left\">\n                  \n<h1 class=\"thin-font\" style=\"text-align: center;\"><span style=\"font-size: 80%;\">Why is my bank unaware of its digital payment issues when even Netflix knows?<\/span><\/h1>\n              <\/div>\n           <\/div><!-- text-box-inner -->\n                            \n<style scope=\"scope\">\n\n#text-box-1776726941 {\n  width: 90%;\n}\n#text-box-1776726941 .text {\n  font-size: 100%;\n}\n\n\n@media (min-width:550px) {\n\n  #text-box-1776726941 {\n    width: 37%;\n  }\n\n}\n<\/style>\n    <\/div><!-- text-box -->\n \n        <\/div><!-- .banner-layers -->\n      <\/div><!-- .banner-inner -->\n\n            \n<style scope=\"scope\">\n\n#banner-776700299 {\n  padding-top: 500px;\n}\n#banner-776700299 .bg.bg-loaded {\n  background-image: url(https:\/\/www.mozark.ai\/wp-content\/uploads\/2021\/10\/payment_issue_desktop-18.jpg);\n}\n#banner-776700299 .bg {\n  background-position: center;\n}\n<\/style>\n  <\/div><!-- .banner -->\n\n\n     <\/div>\n\n     <div class=\"loading-spin dark large centered\"><\/div>\n\n     <style scope=\"scope\">\n             <\/style>\n<\/div><!-- .ux-slider-wrapper -->\n\n\n<div class=\"slider-wrapper relative show-for-medium hide-for-small\" id=\"slider-58492620\" >\n    <div class=\"slider slider-nav-circle slider-nav-large slider-nav-light slider-style-normal\"\n        data-flickity-options='{\n            \"cellAlign\": \"center\",\n            \"imagesLoaded\": true,\n            \"lazyLoad\": 1,\n            \"freeScroll\": false,\n            \"wrapAround\": true,\n            \"autoPlay\": 6000,\n            \"pauseAutoPlayOnHover\" : true,\n            \"prevNextButtons\": true,\n            \"contain\" : true,\n            \"adaptiveHeight\" : true,\n            \"dragThreshold\" : 10,\n            \"percentPosition\": true,\n            \"pageDots\": false,\n            \"rightToLeft\": false,\n            \"draggable\": false,\n            \"selectedAttraction\": 0.1,\n            \"parallax\" : 0,\n            \"friction\": 0.6        }'\n        >\n        \n\n  <div class=\"banner has-hover\" id=\"banner-378023525\">\n          <div class=\"banner-inner fill\">\n        <div class=\"banner-bg fill\" >\n            <div class=\"bg fill bg-fill bg-loaded\"><\/div>\n                                    \n                    <\/div><!-- bg-layers -->\n        <div class=\"banner-layers container\">\n            <div class=\"fill banner-link\"><\/div>            \n        <\/div><!-- .banner-layers -->\n      <\/div><!-- .banner-inner -->\n\n            \n<style scope=\"scope\">\n\n#banner-378023525 {\n  padding-top: 420px;\n}\n#banner-378023525 .bg.bg-loaded {\n  background-image: url(https:\/\/www.mozark.ai\/wp-content\/uploads\/2021\/10\/payment_issue_tablet-16.jpg);\n}\n#banner-378023525 .bg {\n  background-position: 50% 50%;\n}\n\n\n@media (min-width:850px) {\n\n  #banner-378023525 {\n    padding-top: 210px;\n  }\n\n}\n<\/style>\n  <\/div><!-- .banner -->\n\n\n     <\/div>\n\n     <div class=\"loading-spin dark large centered\"><\/div>\n\n     <style scope=\"scope\">\n             <\/style>\n<\/div><!-- .ux-slider-wrapper -->\n\n\n<div class=\"slider-wrapper relative show-for-small\" id=\"slider-485243470\" >\n    <div class=\"slider slider-nav-circle slider-nav-large slider-nav-light slider-style-normal\"\n        data-flickity-options='{\n            \"cellAlign\": \"center\",\n            \"imagesLoaded\": true,\n            \"lazyLoad\": 1,\n            \"freeScroll\": false,\n            \"wrapAround\": true,\n            \"autoPlay\": 6000,\n            \"pauseAutoPlayOnHover\" : true,\n            \"prevNextButtons\": true,\n            \"contain\" : true,\n            \"adaptiveHeight\" : true,\n            \"dragThreshold\" : 10,\n            \"percentPosition\": true,\n            \"pageDots\": false,\n            \"rightToLeft\": false,\n            \"draggable\": false,\n            \"selectedAttraction\": 0.1,\n            \"parallax\" : 0,\n            \"friction\": 0.6        }'\n        >\n        \n\n  <div class=\"banner has-hover\" id=\"banner-734435929\">\n          <div class=\"banner-inner fill\">\n        <div class=\"banner-bg fill\" >\n            <div class=\"bg fill bg-fill bg-loaded\"><\/div>\n                                    \n                    <\/div><!-- bg-layers -->\n        <div class=\"banner-layers container\">\n            <div class=\"fill banner-link\"><\/div>            \n        <\/div><!-- .banner-layers -->\n      <\/div><!-- .banner-inner -->\n\n            \n<style scope=\"scope\">\n\n#banner-734435929 {\n  padding-top: 210px;\n}\n#banner-734435929 .bg.bg-loaded {\n  background-image: url(https:\/\/www.mozark.ai\/wp-content\/uploads\/2021\/10\/payment_issue_mobile-17.jpg);\n}\n#banner-734435929 .bg {\n  background-position: 50% 50%;\n}\n<\/style>\n  <\/div><!-- .banner -->\n\n\n     <\/div>\n\n     <div class=\"loading-spin dark large centered\"><\/div>\n\n     <style scope=\"scope\">\n             <\/style>\n<\/div><!-- .ux-slider-wrapper -->\n\n\n<div class=\"row row-large\"  id=\"row-417837846\">\n<div class=\"col small-12 large-12\"  ><div class=\"col-inner\"  >\n<p>This week, I received my renewed credit card from my bank and, as we all have experienced, I started updating all my app subscriptions with my new details. To add further pain to a predictably tedious process, I hit a series of \u201cfailures\u201d despite vehement reassurances from my bank that there was nothing wrong with their card. My next port of call was the apps &#8211; who almost spookily seemed to have the same script writer as my Bank\u2019s CRM desk and reiterated how nothing was wrong with their engine. Until I hit the jackpot with my call to Netflix call center: <strong>within seconds<\/strong> of hearing my complaint, the lady answered: \u201cAbsolutely sir &#8211; <strong>we\u2019ve known this to be an issue<\/strong> with your bank, it\u2019s been raised by many clients: you won\u2019t receive a verification password when the request is sent from a Safari browser\/iOS device. Just try to use a Chrome browser or try another card. I\u2019m happy to stay online to ensure this works\u201d. If ever there was a \u201cbingo\u201d moment &#8211; this was it. Sure enough, the card worked instantly on Chrome, and the problem was solved.<\/p>\n<p>So what was my take-away from this &#8211; apart from \u201cthank heavens for Netflix\u201d!<\/p>\n<p><span style=\"color: #0d51a1; font-size: 100%;\"><b>(I) How did Netflix know the problem that my bank\u2019s card faced with a specific browser and what would fix it, when my bank didn\u2019t?<\/b><\/span><\/p>\n<p><span style=\"color: #0d51a1; font-size: 100%;\"><b><strong>(II) How was Netflix prepared to expect and resolve this issue, when a zillion other apps were not &#8211; and under 7 seconds?<\/strong><\/b><\/span><\/p>\n<p>As\u00a0I sat there reflecting on the last hour of my Sunday morning, it yielded a productive outcome:\u00a0today\u2019s post,\u00a0\u2018Myths Worth Busting\u2019.\u00a0<\/p>\n<ul>\n<li><span style=\"color: #0d51a1;\"><strong>Myth 1: I can only be responsible for \u201cmy part\u201d of a service:<\/strong><\/span><\/li>\n<\/ul>\n<p>Companies like Netflix differentiate themselves by<strong> owning the customer \u201cin full\u201d<\/strong> &#8211; no half-measures. <strong>The entire customer journey is their service experience<\/strong>, and a subscriber is \u201ctheir\u201d client &#8211; not just another user. Most others, my bank included &#8211; view their responsibility with a tunnel vision: how can we limit our domain to the least common denominator, and so long as the product or service works in one environment, the rest is \u201cnot my problem\u201d?<\/p>\n<p><strong>Reality<\/strong>: to a customer, any failure in their digital journey is a\u00a0<strong>failure of the App, the Product, the Brand<\/strong>.\u00a0<\/p>\n<ul>\n<li><span style=\"color: #0d51a1;\"><strong>Myth 2: You can\u2019t solve everything, so stick to the bare minimum: \u201cbest effort\u201d testing is good enough:<\/strong><\/span><\/li>\n<\/ul>\n<p>(a) Most companies view the<strong> User Acceptance Testing [UAT]<\/strong> of their digital experience as one on which to spend the least time and money, so they hit the minimum acceptance threshold to go live. Anything from the regular updates to Operating System environments or browsers, are not expenses that yield ROI \u2013 hence, \u201cnot their problem\u201d.<\/p>\n<p>(b) The digitalized offering is a \u201cnice to have&#8221; element to complement the core \u201cin situ physical\u201d USP. Hence their job is to ensure the latter, with the former being an obligatory \u201cadd-on\u201d that the client should view as a <strong>privilege<\/strong>.<\/p>\n<p><strong>Reality<\/strong>: (a) cloud based active monitoring software makes \u201clive testing\u201d the end-to-end journey in various scenarios, not only practicable and real-time but also inexpensive. Hence today, failure to test any part of the experience is <strong>no longer a question of cost but of imagination<\/strong>; (b) most apps are a \u201cneed to have\u201d and this pandemic year has only cemented the new normal of a virtual environment as being the future of all business. It\u2019s time to adopt a <strong>zero-tolerance philosophy for \u201cbest effort\u201d mindsets<\/strong>.<\/p>\n<ul>\n<li><span style=\"color: #0d51a1;\"><strong>Myth 3: What cannot be actioned doesn\u2019t need to be measured:<\/strong><\/span><\/li>\n<\/ul>\n<p>If the problem is not in my environment and outside my sphere of control, how can I fix it? And if I can\u2019t fix it, why should I try to solve for it or even understand where it might be, so we can find an alternative?<\/p>\n<p><strong>Reality<\/strong>: this is precisely the obtuse logic that stops companies from realizing that at most times, the user is <strong>not looking for a solution but a work-around<\/strong>. For example, I wasn\u2019t interested in Netflix fixing my bank\u2019s issue with Safari browser at all &#8211; all I needed was a <strong>practical alternative<\/strong>.<\/p>\n<p>To sum it up, with digitization as our new normal, it is time for companies to stop paying lip-service to customer experience and<strong> take responsibility for our entire journey<\/strong>. The path of least resistance is not always the best one to adopt &#8211; and if anything is to be learnt from my Sunday experience, it may be a sure-fire way to lose client loyalty.<\/p>\n<p>To all the companies still in the myth-land, the message from best in class digital-companies is loud and clear: <span style=\"font-size: 110%;\"><strong>Go All-In or Go Home<\/strong><\/span>.<\/p>\n<div class=\"row align-middle\"  id=\"row-226025264\">\n<div class=\"col blog-author-heading medium-3 small-12 large-3\"  ><div class=\"col-inner text-left\"  >\n<p><strong><span style=\"font-size: 120%;\">Written By<\/span><\/strong><\/p>\n<\/div><\/div>\n\n<style scope=\"scope\">\n\n<\/style>\n<\/div>\n<div class=\"row align-middle\"  id=\"row-509641410\">\n<div class=\"col medium-2 small-12 large-2\"  ><div class=\"col-inner\"  >\n\t<div class=\"img has-hover blog-author-photo x md-x lg-x y md-y lg-y\" id=\"image_1151006683\">\n\t\t<a class=\"\" href=\"https:\/\/www.linkedin.com\/in\/kartik-raja-914a507\/\" target=\"_blank\" rel=\"noopener noreferrer\" >\t\t\t\t\t\t<div class=\"img-inner dark\" >\n\t\t\t<img width=\"240\" height=\"240\" src=\"https:\/\/www.mozark.ai\/wp-content\/uploads\/2020\/10\/Kartik.jpg\" class=\"attachment-thumbnail size-thumbnail\" alt=\"\" decoding=\"async\" loading=\"lazy\" \/>\t\t\t\t\t\t\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/a>\t\t\n<style scope=\"scope\">\n\n#image_1151006683 {\n  width: 40%;\n}\n\n\n@media (min-width:550px) {\n\n  #image_1151006683 {\n    width: 100%;\n  }\n\n}\n<\/style>\n\t<\/div>\n\t\n<\/div><\/div>\n\n<style scope=\"scope\">\n\n<\/style>\n<\/div>\n<div class=\"row align-middle\"  id=\"row-2018197958\">\n<div class=\"col blog-author-name medium-6 small-12 large-6\"  ><div class=\"col-inner text-left\"  >\n<p><strong><span style=\"font-size: 110%;\">Kartik Raja<\/span><\/strong><\/p>\n<\/div><\/div>\n\n<style scope=\"scope\">\n\n<\/style>\n<\/div>\n<div class=\"row\"  id=\"row-1069680078\">\n<div class=\"col col-news-letter no-bottom-padding medium-5 small-12 large-5\"  ><div class=\"col-inner\"  >\n\n<div class=\"wpcf7 no-js\" id=\"wpcf7-f4968-o1\" lang=\"en-US\" dir=\"ltr\">\n<div class=\"screen-reader-response\"><p role=\"status\" aria-live=\"polite\" aria-atomic=\"true\"><\/p> <ul><\/ul><\/div>\n<form action=\"\/wp-json\/wp\/v2\/posts\/10337#wpcf7-f4968-o1\" method=\"post\" class=\"wpcf7-form init\" aria-label=\"Contact form\" novalidate=\"novalidate\" data-status=\"init\">\n<div style=\"display: none;\">\n<input type=\"hidden\" name=\"_wpcf7\" value=\"4968\" \/>\n<input type=\"hidden\" name=\"_wpcf7_version\" value=\"5.7.7\" \/>\n<input type=\"hidden\" name=\"_wpcf7_locale\" value=\"en_US\" \/>\n<input type=\"hidden\" name=\"_wpcf7_unit_tag\" value=\"wpcf7-f4968-o1\" \/>\n<input type=\"hidden\" name=\"_wpcf7_container_post\" value=\"0\" \/>\n<input type=\"hidden\" name=\"_wpcf7_posted_data_hash\" value=\"\" \/>\n<\/div>\n<div 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