110. Tech Resilience and Customer Focus with Stephanie Mertz

WealthTech UnWrapped

In this WealthTech Unwrapped episode, Ned and Stephanie delve into the realm of RegTech, with a specific focus on escheatment. The conversation unveils the challenges posed by outdated state laws and explores innovative tech solutions designed to streamline the escheatment process, enhancing overall efficiency.
The episode signals a shift in the industry's approach, prioritizing tangible customer pain points over theoretical problems. Beyond customer acquisition, there's a growing emphasis on customer engagement and retention, leveraging tech innovations to simplify complex compliance processes amid evolving regulatory landscapes.
Stephanie draws parallels between her past experiences in the airport space, highlighting the indispensable roles of sales and organizational partnerships in solving complex problems. The discussion explores the concept of tech resilience, underlining the continuous need for investment and updates, mirroring the maintenance of critical infrastructure.
Key Takeaways

• An iterative and agile approach to problem-solving and product development is beneficial to harness adaptability and the ability to make swift adjustments.
  
• Strategic customer engagement is important. Rather than adopting a "build it, and they will come" mindset, the focus is on identifying and partnering with the right customers, addressing their specific needs.
  
• Given the rapid obsolescence of technology, ongoing investment is crucial to staying relevant and effective in the ever-evolving landscape.