Karsten Wenzlaff, Advisor
August 26th, 2025
Financial Post | Adam Felesky | Jun 5, 2020
Opinion: Open banking infrastructure and data are helping governments around the world better respond to the crisisTimes of crisis confront societies with challenges — in the current crisis, increased unemployment, strained public finances and severe social hardship. But they can also generate opportunities for improvement through policy innovation.
Many of us who are engaged in the discussions around the future of Canadian banking believe such an opportunity is being missed. The planned second phase of consultations by the federal government’s Advisory Committee on Open Banking, which was to look into the merits of open banking and the related data security risks, has now been postponed.
Before COVID-19, these reforms had yet to catch the imagination of Canadian political leaders in the same way they had in the U.K. and Australia, where regulatory regimes now give consumers much more control over their personal financial data. Canada was already late to the open banking party. Now we are even further behind — though the reasons to act quickly have only become more compelling since the onset of the pandemic.
In case anyone had still been in doubt, we are now clearly living in a fully digital economy. In just two months, we have seen almost every sector of our economy become more digitized. Canadians were active users of digital banking channels before the pandemic struck but now lockdown and self-isolation are forcing anyone and everyone online. Payments Canada recently reported that 62 per cent of Canadians are using less cash now than they did pre-COVID, while PayPal says its fastest-growing user base is the 50+ demographic.
At the same time, the challenge facing small businesses looking for financing is only worsening. Before the pandemic, banks were only doing a so-so job lending to small businesses. According to the C.D. Howe Institute, Canada lags far behind its OECD peers when it comes to small business loans. We are at or near the back of the pack in both share of total business lending going to small business and small business lending as a percentage of GDP.
Although the federal government and our banks deserve praise for getting critical funding to companies during the pandemic, many small businesses have been left out of relief programs — either because they don’t meet the requirements or because banks are refusing them based on standard pre-pandemic criteria. Part of the reason companies like Amazon and Shopify have gone into small business lending is that they have key data from businesses (such as cash flow and accounts receivables) that allow them to do it really well. Open banking would unlock this data for small business and let them show it to other potential lenders. We can’t wait for the next pandemic to help out the largest group of employers in Canada.
Another reason to act now is the pandemic itself. Open banking infrastructure and data are helping governments around the world better respond to the crisis. Apart from the many ways fintechs are helping consumers, small business and charities battle the effects of the pandemic, we are seeing promising signs of governments starting to use open banking data to help inform their pandemic responses. The Global Open Finance Centre of Excellence (GOFCoE) recently launched a program that uses open banking data from fintechs and other organizations to provide the U.K. government with accurate, regularized, near-real-time insights into how the pandemic is affecting the economy. This data will help the government adjust its policies within days instead of weeks.
The National Crowdfunding & Fintech Association (NCFA Canada) is a financial innovation ecosystem that provides education, market intelligence, industry stewardship, networking and funding opportunities and services to thousands of community members and works closely with industry, government, partners and affiliates to create a vibrant and innovative fintech and funding industry in Canada. Decentralized and distributed, NCFA is engaged with global stakeholders and helps incubate projects and investment in fintech, alternative finance, crowdfunding, peer-to-peer finance, payments, digital assets and tokens, blockchain, cryptocurrency, regtech, and insurtech sectors. Join Canada's Fintech & Funding Community today FREE! Or become a contributing member and get perks. For more information, please visit: www.ncfacanada.org
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Forbes | | Jun 1, 2020

Who is the biggest mortgage lender in the U.S.? If you guessed Wells Fargo, JP Morgan Chase, or Bank of America, you’d be wrong. Late in 2017, Quicken Loans passed Wells Fargo (NYSE: WFC) to become the highest volume mortgage lender.
As the two firms continue to vie for the top spot, the difference between them is apparent. Wells Fargo is a traditional bank, tracing its roots to 1852 and today operating more than 8,000 branches. Quicken Loans dates only to 1985 and operates no branches.
What accounts for Quicken Loans surging ahead of traditional competitors and their long-established customer relationships? The explanation is, quite literally, simple. Quicken’s Rocket Mortgage operation took a complex, intimidating process and made it easy.
In my book Friction, I show how brands like Amazon and Uber, as well as smaller niche players, disrupted their competition by creating an effortless customer experience. This is the exact playbook used by Rocket.
Rocket Mortgage uses the slogan, "Push button. Get Mortgage." They claim a consumer can get approved in as little as eight minutes. (I’ve spent longer than that sitting in a branch waiting to speak to a manager.)
A key part of making things simple and fast is technology. Quicken Loans introduced online applications early in its history. They were among the first to have a mobile app that let customers apply for a mortgage on their phone. They further reduce effort by importing data and pre-filling forms whenever possible.
Quicken founder Dan Gilbert, quoted by Samantha Sharf, explains his firm’s strategy:
"Our product is sort of a commodity. There is not that much different between mortgages, but there is a difference in how that mortgage is delivered and that experience to the customer."
One might thing that mobile apps, computers screens, and call centers might generate high volume but diminish customer experience. Don’t people prefer dealing with humans, like the friendly branch manager or helpful loan specialist at their neighborhood bank?
Apparently the value of human contact pales in comparison to minimizing the customer’s effort. For ten years, Quicken Loans has topped the J. D. Powers customer satisfaction survey for mortgage origination. The firm is not only the highest volume mortgage lender, they have the most satisfied customers.
Mortgage shoppers aren’t looking for delight. They don’t want to be “wowed” or even pleasantly surprised. They want to get through a confusing, often bureaucratic process as quickly and easily as possible.
A few years ago, I consulted on a project for a large, traditional financial company. Their product was offered both by long-established competitors and fintech startups. I was struck by the difference in approach - the big firm’s website was hard to navigate, made compliance disclosures prominent enough to be frightening, and had never been optimized for conversion.
The fintech firm sites, in contrast, were uniformly intuitive and easy to use. They included legally required disclosures, but presented the information in a way that minimized their impact on the customer psyche. Their modern designs inspired trust. The next step in any process was always obvious.
When there is a huge contrast in customer experience, a trusted brand alone isn’t enough to win the customer’s business.
Banks have improved their digital offerings in recent years, but many still lag behind their fintech counterparts. UK-based user experience expert Peter Ramsey just published what happened when he opened accounts at a dozen different financial firms.
Unsurprisingly, Ramsey’s data showed that fintech firms, on average, make opening account far easier than their traditional brethren. Ramsey counted the number of clicks required to open an account and found they varied from a low of 24 for Revolut to an astounding 120 for first direct.
The National Crowdfunding & Fintech Association (NCFA Canada) is a financial innovation ecosystem that provides education, market intelligence, industry stewardship, networking and funding opportunities and services to thousands of community members and works closely with industry, government, partners and affiliates to create a vibrant and innovative fintech and funding industry in Canada. Decentralized and distributed, NCFA is engaged with global stakeholders and helps incubate projects and investment in fintech, alternative finance, crowdfunding, peer-to-peer finance, payments, digital assets and tokens, blockchain, cryptocurrency, regtech, and insurtech sectors. Join Canada's Fintech & Funding Community today FREE! Or become a contributing member and get perks. For more information, please visit: www.ncfacanada.org
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American Banker | Dave Martin | Jun 4, 2020
I often find myself on the opposing side when I hear “this changes everything” after any technology advances or new digital banking functions are rolled out.
Of course, change is occurring in the banking industry. It has been evolving for decades and continues to do so today. The pace may even be picking up.
The recent implementation of coronavirus pandemic protocols and a seismic economic disturbance has yet again generated predictions of sweeping shifts in bank operations. However, the sea change some frequently forecast almost never happens as quickly as predicted.
Many have forecasted for decades that the end of the bank branch is nigh. This chatter has increased as banks temporarily closed branches amid the coronavirus pandemic. That’s understandable.
If so many banks have been able to function and serve their customers with such restricted branch access, many wonder if this truly is the new normal.
Maybe this time will finally be the tipping point.
However, I would not consider the customer patterns or behavior these past three months as a signal that they are abandoning branches.
There is a difference between what someone is forced to do when options are taken away, and what a person chooses to do while other options remain.
A former banking executive, now consultant, recently suggested to me that many bank drive-up windows were packed with cars because customers are afraid of human contact inside the lobby.
I politely suggested that the lobbies of those branches had very restricted access at that time, and some were closed altogether.
Perhaps, for every person queued in a car, there was likely another who would have preferred to walk into the branch, if given that option. Some observers are predicting that the human desire for personal, face-to-face interaction will change. I would bet otherwise.
This week, I spoke with a community banker from an area that has already lifted most stay-at-home orders. During their lockdown, digital and phone banking usage skyrocketed, to no surprise.
Their branches have now resumed normal hours with full staff. While social distancing is encouraged and hand sanitizer is provided at branches, no customer or employee is being required to wear a mask. It’s optional.
The bank’s lobby traffic returned to around 75% of normal volume within a week and that number is expected to rise in subsequent weeks. Customers are thanking branch bankers and telling them how much they appreciate seeing them again.
Will this be the normal with banks as states gradually reopen? We’ll soon find out. It’s possible this will be the normal in more areas than some pundits are predicting.
Still, this unprecedented disruption will have long-term impact.
Irrespective of the speed or level to which customers return to pre-pandemic banking behaviors, bankers are realizing they can go on the offense in many markets with the facilities and staff they have now. They can expand their outreach without adding to their branch footprint.
As many banks were forced to fully engage in providing and promoting remote banking services, they have awakened to the fact that the viable service area of their existing branches is greater than it has ever been.
The National Crowdfunding & Fintech Association (NCFA Canada) is a financial innovation ecosystem that provides education, market intelligence, industry stewardship, networking and funding opportunities and services to thousands of community members and works closely with industry, government, partners and affiliates to create a vibrant and innovative fintech and funding industry in Canada. Decentralized and distributed, NCFA is engaged with global stakeholders and helps incubate projects and investment in fintech, alternative finance, crowdfunding, peer-to-peer finance, payments, digital assets and tokens, blockchain, cryptocurrency, regtech, and insurtech sectors. Join Canada's Fintech & Funding Community today FREE! Or become a contributing member and get perks. For more information, please visit: www.ncfacanada.org
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Koho Release | Brittany Bell | May 27, 2020
TORONTO, May 27, 2020 (GLOBE NEWSWIRE) -- KOHO, Canada’s leading challenger bank, today announced it is piloting a new Early Payroll feature that will help those under financial strain pay their bills and make ends meet. KOHO’s Early Payroll pilot will grant users free access to $100 of their CERB payment before the scheduled payday. KOHO will not charge fees or interest. The company hopes this will provide a cushion that many Canadians could use right now to help pay bills and necessary expenses, and avoid harmful loan alternatives.
“The economic impact of COVID was not equally distributed,” said Daniel Eberhard, Founder and CEO of KOHO. “A lot of lower and middle income Canadians are vulnerable right now. The KOHO team did an amazing job putting this together so quickly. We hope it helps.”
In 2016 the Financial Consumer Agency of Canada released a report on payday loans that revealed the average cost of a $300 loan (for two weeks) is $63. That means 21% of the money you borrow is automatically eaten up by fees.
In March, KOHO partnered with the Canada Revenue Agency to allow Canadians to receive their Canada Emergency Response Benefits (CERB) seamlessly through the KOHO app. With a continued focus to support their community, KOHO is now piloting a new Early Payroll feature. The pilot is intended to help alleviate cash flow pressures caused by COVID-19 by offering free early access to users’ CERB funds.
Now live in the latest version of the KOHO app, KOHO users who have their CERB benefits being directly deposited into their KOHO account will be eligible to receive $100 three days prior to their next scheduled government benefit. The $100 will automatically be debited from the user’s account when they receive their next CERB direct deposit, making the process simple, adaptable, and with no strings attached.
The National Crowdfunding & Fintech Association (NCFA Canada) is a financial innovation ecosystem that provides education, market intelligence, industry stewardship, networking and funding opportunities and services to thousands of community members and works closely with industry, government, partners and affiliates to create a vibrant and innovative fintech and funding industry in Canada. Decentralized and distributed, NCFA is engaged with global stakeholders and helps incubate projects and investment in fintech, alternative finance, crowdfunding, peer-to-peer finance, payments, digital assets and tokens, blockchain, cryptocurrency, regtech, and insurtech sectors. Join Canada's Fintech & Funding Community today FREE! Or become a contributing member and get perks. For more information, please visit: www.ncfacanada.org
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Digital | May 20, 2020

E-commerce giant Shopify announced a number of new tools and programs at its online Reunite event on Wednesday, the biggest of which is Balance, a banking account tailored to the particular needs of small business owners and entrepreneurs.
Balance, which will be made available to Shopify merchants in the US later this year, is a one-stop-shop within Shopify’s platform admin allowing sellers to track cash flow, pay bills, and monitor expenses. According to a press release from Shopify, 40% of merchants are currently using personal accounts for some business needs; Balance aims to provide tools that are designed for the needs of small business owners, where personal accounts might fall short.
Shopify Balance will also provide merchants with a physical or digital banking card, the Shopify Balance Card, which will allow merchants to make purchases or withdraw cash from an ATM, and a Rewards program offering benefits such as cash back and discounts. Shopify Balance will have no monthly fees and no minimum balance.
Also announced at Reunite was Shopify’s buy now, pay later, option, Shop Pay Installments, which exists within the company’s Shop Pay tool and lets merchants offer customers flexible financing options. Shopify joins a number of merchants and businesses offering buy now, pay later financing, including Visa, which announced a partnership with Splitit earlier this year. The tool, which will also be available later this year, will be launched with a partner — though Shopify did not specify whom.
The National Crowdfunding & Fintech Association (NCFA Canada) is a financial innovation ecosystem that provides education, market intelligence, industry stewardship, networking and funding opportunities and services to thousands of community members and works closely with industry, government, partners and affiliates to create a vibrant and innovative fintech and funding industry in Canada. Decentralized and distributed, NCFA is engaged with global stakeholders and helps incubate projects and investment in fintech, alternative finance, crowdfunding, peer-to-peer finance, payments, digital assets and tokens, blockchain, cryptocurrency, regtech, and insurtech sectors. Join Canada's Fintech & Funding Community today FREE! Or become a contributing member and get perks. For more information, please visit: www.ncfacanada.org
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Finextra | Leon Gauhman | May 20, 2020
When COVID-19 is finally brought under control, several key sectors will be remembered for the way they stepped up and took responsibility during the crisis. Healthcare is the most obvious, but supermarkets, corner shops, logistics companies and postal delivery networks have also played a critical role in preventing the country sliding into meltdown.
By contrast, British banks have done little to merit a spontaneous round of rainbows and applause. Branches up and down the country have been closed and banks were slow and seemingly reluctant to process SME loan applications under the government’s Coronavirus Business Interruption Loan scheme (CBILS). It’s a brutal indictment of the sector that the government has had to intervene with its 100% ‘bounce back’ loan guarantees to try and salvage the UK economy.
The key question now is whether traditional banks can learn lessons from Covid-19 that will help them establish any kind of status as a part of the SME life support system. In my opinion, they can – but only if they take their lead from the increasingly influential fintech sector. Here are four areas of digital innovation I believe banks should embrace in the post-pandemic era:
Just as problematic as banks’ resistance to lending to SMEs has been the speed at which legacy lenders are processing applications. Weeks after the government’s Coronavirus Business Interruption Loan scheme (CBILS) opened – only 13% of companies which tried to access a loan had been successful. High volumes of enquiries go some way towards excusing this, but the problem also lies with the shortcomings in banks' internal digital processes.
Getting these digital processes right is not the equivalent of investing millions in R&D to find a Covid-19 vaccine. A skilled and well-resourced team could swiftly connect the software, algorithms, data and servers required to build a robust and secure digital platform. Companies like Onfido and Validis, and solutions such as Google Big Table and AWS EC2 are all waiting in the wings to help with various elements of this process.
The reason many banks haven’t done this is because they are not sufficiently agile to innovate at speed. Post Covid-19, a key challenge for banks will be to really collaborate with fintechs and third party vendors and allow their internal capabilities and culture to be challenged and improved so they can respond more quickly to emergencies like Covid-19. The partnership between Starling Bank and Funding Circle to offer an additional £300m of loans to SMEs under the CBILS scheme is a good example of the collaboration established banks need to embrace going forward.
Bank advertising talks a lot about being there ‘for the journey’, or ‘listening’, or ‘making it happen’. But that certainly hasn't been the experience for many SMEs facing collapse because of Covid-19. The reality is that part of the banks’ failure to react to the virus effectively is because they have not attempted to create a customer-centric model. When it comes to SME customer experience, banks fall down in a number of areas – including lack of personalisation, relevance and ongoing dialogue in their products and services.
Once again, it has been left to fintechs to fill the gaps. It is the fintechs, for example, that have devised products that most closely match the needs of businesses at specific moments in time. Good examples include invoice financing, provided by the likes of US fintech Bluevine, or loans that link directly to business performance (think PayPal Working Capital). It’s also the fintechs that have led the charge in providing added value to customers beyond lending. New players such as Coconut (which is just for sole traders) and German bank Penta have developed innovative solutions helping SMEs with the day-to-day business activities such as cash flow, tax management and incorporation, based on the nature of the individual business, rather than purely on turnover.
High street banks no longer resemble Gringotts in JK Rowling’s Harry Potter universe. But their inability to embrace data-powered banking solutions means they seem just as outdated. Fortunately, the introduction of Open Banking legislation changed the rules of the game, making it possible for fintechs to secure access to data and provide SMEs with support.
A key area of innovation has been faster and better credit scoring solutions. By accessing a wider range of data points than traditional banks, fintechs have found ways to lend to viable SMEs that are deemed uncreditworthy by legacy lenders including customer feedback and transaction history from online marketplaces.
While broadening the pool of data used to assess SME creditworthiness is important, the emergence of AI and Open Banking means there is a unique opportunity to build predictive elements into the SMEs customer experience. By taking a holistic view of a company’s business, it becomes possible to alert customers when there is a potential problem on the horizon – perhaps the order book in June is down 20% on the previous year. Take a lender like Kabbage as an example. By working with real-time banking and accounting data, the platform can spot when clients are at risk of default and offer solutions before trouble hits.
Imagine a world where this data is linked to wider developments in the SME sector – so these can also be factored into financial planning (for example, a fall in the price of a commodity, strike action affecting a key supply chain).
The National Crowdfunding & Fintech Association (NCFA Canada) is a financial innovation ecosystem that provides education, market intelligence, industry stewardship, networking and funding opportunities and services to thousands of community members and works closely with industry, government, partners and affiliates to create a vibrant and innovative fintech and funding industry in Canada. Decentralized and distributed, NCFA is engaged with global stakeholders and helps incubate projects and investment in fintech, alternative finance, crowdfunding, peer-to-peer finance, payments, digital assets and tokens, blockchain, cryptocurrency, regtech, and insurtech sectors. Join Canada's Fintech & Funding Community today FREE! Or become a contributing member and get perks. For more information, please visit: www.ncfacanada.org
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