{
  "id": 9341464,
  "title": "Why human connections Still Matter in an increasingly digital fintech world",
  "url": "https://urgent.news/2026/09/23/why-human-connections-still-matter-in-an-increasingly-digital-fintech",
  "topic": "business",
  "section": "Business",
  "published": "2026-09-23T13:35:46.000Z",
  "source": {
    "name": "YourStory",
    "slug": "yourstory",
    "url": "https://yourstory.com/2026/09/why-human-connections-still-matter-increasingly-digital-fintech-world"
  },
  "original_language": "en",
  "account": "The fintech industry has transformed borrowing, making it faster, simpler, and more accessible. Customers can apply for loans, verify, receive approvals, and gain access to funds within minutes, all from their smartphones. Standard digital offerings now include paperless onboarding, instant disbursals, and digital servicing. However, as digital lending expands, the importance of customer trust and engagement is becoming more pronounced. Technology, while essential, is not enough to build long-term trust. Customers are now looking for more than speed and convenience. They seek transparency, consistent support, and companies that understand their needs beyond mere transactions. Viva Money, a fintech company, sees customer relationships as the key to success. The company's approach to customer experience sees it as an ongoing relationship, built through listening, engagement, and continuous improvement. This philosophy is reflected in Viva Money's recent Viva Gala event in Bengaluru, held on July 25, 2026. The event brought together customers with their plus-ones, allowing them to meet the company's leadership team in person. The conversations covered financial goals, careers, businesses, everyday life, and experiences that shape how customers manage their money. Customers like Gowtham J and Shreyas H A praised the app's smooth process and consistency, while Vishal Jain, Head of Marketing at Viva Money, emphasized the importance of genuine relationships beyond digital transactions. He acknowledged the intense competition in fintech and noted that while technology drives innovation, it's the ability to build trust and relationships that will differentiate successful companies. Viva Money's Viva Gala exemplifies their belief that the future of fintech will be defined by how effectively companies build trust, strengthen relationships, and stay connected with their customers.",
  "summary": "As digital lending makes borrowing faster and more convenient, Viva Money is focusing on customer relationships, direct engagement, and listening beyond the app. The fintech industry has made borrowing faster, simpler, and more accessible than ever before. Today, customers can apply for a loan",
  "key_points": [
    "Fintech industry speeds up borrowing, but trust matters more",
    "Customers seek transparency, consistent support, understanding needs",
    "Viva Money builds relationships through in-person events and genuine connections"
  ],
  "editors_take": null,
  "illustration": null,
  "coverage": {
    "outlets": 1,
    "also_reported_by": []
  },
  "ai_generated": true,
  "disclaimer": "Summaries, key points and the editor’s take are written by software from other outlets’ reporting and may contain errors — always check the linked original."
}