As a fintech company, you work hard to ensure that nothing goes wrong. But when things do go wrong, like they inevitably will, how you handle the situation can make the difference between a customer who churns, and a passionate ambassador for life. In this episode, we speak with Francis Appiah, the Operations Manager at expressPay about everything from the hiring great support teams to protecting team welfare.

When managed correctly, every interaction with customers can generate key insights that help grow your business. In this episode, Steve Amaza, a Customer Success Manager for User Operations at Paystack, speaks about how Paystack uses customer service data to improve the product, the tooling that the team uses to keep up even as the company scales, and the value of empathy and a problem-solving mindset in building a world-class customer support team.

What should you know before expanding your Africa-based fintech to more countries? We cover everything from how to choose which countries to expand into, to how to hire in different markets, and what to watch out for when incorporating the business.

Ghana initially lagged behind other African countries when it came to mobile money adoption, but fast forward to 2020, and Ghana is now the fastest growing mobile money market in Africa. How did the country pull this off? In this episode, we go deep into the origins of mobile money in Ghana, its early challenges, and how numerous organizations successfully came together to take this technology mainstream. Among the many guests who help break it down for us are Archie Hesse, CEO of Ghana...

Introducing Season 2 of the Decode Fintech Podcast! The show where the people building Africa's financial infrastructure share what they’re seeing on the frontlines.

The Nigerian Fintech space is seeing an explosion of savings, lending and investment platforms. Today's episode features Odunayo Eweniyi, the Co-Founder and COO of PiggyVest, one of the earliest independent digital savings platforms in Nigeria. We explore how the idea for PiggyVest was born from a viral tweet, and their journey from being a savings platform, to now, additionally, making investments accessible to every Nigerian.

In this episode, Nkebet Mesele, Snr Director, Solutions Management, Sub-Saharan Africa at Visa, breaks down Visa QR - their payment product where your camera scans a QR code to pay. We explore how it evolved to break down the barriers to commerce for businesses across Africa.

Bitcoin... Litecoin... Ethereum. Cryptocurrencies continue to dominate the headlines. What's going on in Nigeria's cryptocurrency landscape, how have regulators responded, and what does the future hold? Our guest today is Timi Ajiboye, co-founder and CEO of BuyCoins, a service that enables users trade cryptocurrencies. Timi shares what he's learned from building one of Nigeria's largest cryptocurrency platforms.

Visa, Mastercard, and Verve. These are currently the dominant card networks in Nigeria. But in September 2018, American Express - the world's largest integrated global payments platform - made waves by announcing their entry into the market. In this episode, we speak with Catherine Malec, Vice President of Business Development at American Express. Catherine shares a brief history of Amex, what Amex looks for in local partners, and exactly what American Express' launch means for card users...

Paga is one of a handful of non-bank companies that have succeeded in building a truly mainstream financial product in Nigeria. Over 11 million Nigerians use Paga's mobile wallet to send and receive money and pay their bills. In 2018, the Nigeria Inter-Bank Settlement System (NIBSS) recognized Paga with an award for being the top mobile money operator, by transaction count, for the third year in a row. Paga recently celebrated their 10 year anniversary, and in this episode, Paga CEO Tayo...

Yemi Atanda, Group Head of ePayments at Guaranty Trust Bank (GTB), takes us behind the scenes of GTB 737, GTB's wildly successful USSD service. Yemi shares the origin of 737, from how they selected the specific numbers 737, to usage trends, to the wildly successful mass marketing campaign that helped introduce the financial product to everyday Nigerians.

Introducing Decode Fintech! The show where the people building Africa's financial infrastructure share what's working, what's not, and what's next.