Enhancing Customer Relationships through Technology | Alana Parsons at Caxton

Alana Parsons-modified

Are humans dispensable when it comes to customer service?

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Creating your own approach to supplier relationships

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The modern COO - keeping up with the changing requirements of your role

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Speaker Biography

Alana Parsons is the Chief Operating Officer at Caxton Payments Ltd, where she has worked for nearly 19 years. She has been instrumental in bringing the business to its current success, creating and embedding the customer focus that Caxton is known for.

With her deep understanding of every aspect of payments, Alana enjoys exceeding customer expectations through continuously improving business standards. She also has a particular interest in new product development and innovative partnerships, pushing not only Caxton but also the fintech industry as a whole to new heights. Alana enjoys speaking about how to build career longevity in fintech and how customer service forms the basis of a successful business.

What's the difference between a 4 star business and a 5 star business?

Can you be a five star business based only on product? We won’t say it’s impossible, but leaning to heavily into product means you risk forgetting a crucial piece of the customer satisfaction piece – your customer service. A great product makes for a happy customer, but great customer service makes a fan. And especially now, when automation means we have the opportunity to achieve more with less – as long as we remember that a human connection cannot be automated. Listen to our COO, and CEO of recent acquisition Nimbl, Alana Parsons talk about how to use technology to form a deeper customer relationship.

2023:01 TrueLayer - Payments People

Caxton partnered with TrueLayer to power payments through Open Banking. Alana sat down to talk with TrueLayer about her two decade career in the payments sector and discuss how payments has changed over that time. Find the full article here on the Payments People blog, as a part of their interview series.

2022:12 Fintech Rewired

Alana joined Fintech Rewired Season 1, which looks to discuss the future of embedded finance from some of the biggest names in the industry. Alana was put to the test by answering questions about API, virtual IBAN's and embedded finance, while competing in a game of shuffleboard. She also got the opportunity to share her experience of being COO of Caxton and the direction of the company going forward. Find the full episode and more on the Fintech Rewired YouTube channel.