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CX Education 19: Enhancing customer experience through SMS payments with Craig Temkin, Solutions by Text

Join Craig Temkin and Sunny Dhami as they dive into the importance of creating a friction free payment experience.

Enhancing customer experience through SMS payments with Craig Temkin, Solutions by Text
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About this episode

In this episode of CX Education, we welcome Craig Temkin, the director of Vendor Operations and Solution Consultants at Solutions by Text. Craig shares his journey from the messaging industry to the fintech space and how he’s merging these two passions at Solutions by Text. He discusses the importance of creating a seamless, friction free payment experience for consumers and how text messaging can play a pivotal role.

Craig also shares his take on the industry’s future, highlighting the potential of personalized, conversational messaging channels. He emphasizes the importance of security in the payment process, detailing how Solutions by Text leads with security and compliance, offering end-to-end encryption.

Craig also talks about the evolution of messaging from one-way bulk messaging to one-on-one direct chats. He underscores the value of these direct, compliant conversations in enhancing customer experience and building customer loyalty.

Image for Craig Temkin, Director of Vendor Ops & Solution Consultants | Solutions by Text

Guest Speaker

Craig Temkin, Director of Vendor Ops & Solution Consultants | Solutions by Text

A born and raised South African, passionate about the digital revolution with +25 years of diverse and multicultural experience for both public and private companies ranging in size from bootstrapped start-ups to Fortune 500. Craig has a proven track record leading strategic and business development efforts across digital and traditional lines on three continents (Europe, Africa, and N. America).

Image for Sunny Dhami, VP Product Marketing | Sinch

Host

Sunny Dhami, VP Product Marketing | Sinch

Sunny Dhami is a product marketing leader with 12+ years’ experience in Marketing and Product Marketing roles across the CPaaS, SaaS, communications, and technology industries. In this time, he has held responsibilities within global product marketing functions and has been fortunate enough to have worked in high-growth organisations like Sinch and RingCentral, where he has supported triple digit revenue growth.

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Key insights

Craig emphasizes the significance of user experience in the payment process. He believes that a seamless, frictionless payment experience is crucial for customer retention. In a world where competition is king, businesses get one shot at impressing the consumer. If the user experience is poor, customers are likely to move on. Craig argues that the most important metric for him is user adoption and return transactions.

Craig discusses the future of the industry, highlighting the potential of personalized, conversational messaging channels. He sees the convergence of payments and messaging as a growth opportunity rather than a hindrance. The next phase, according to Craig, is integrating other services into these channels.

Craig underscores the importance of security in the payment process. He believes that security is paramount to the user experience and that validating senders in messaging is mission-critical to add another layer of security and trust for the consumer.

Episode highlights

The convergence of payments and messaging

Craig and Sunny talk about the future of the industry, discussing the convergence of payments and messaging. Craig sees this as a growth opportunity and discusses the potential of personalized, conversational messaging channels in driving messaging forward.

The importance of security in payments

Craig underscores the importance of security in the payment process. He explains that Solutions by Text leads with security and compliance, offering end-to-end encryption. He believes that security is paramount to the user experience and is mission-critical for his company.

The role of trust and verification in messaging

Craig discusses the importance of trust and verification in messaging and how validating the sender can significantly increase conversion rates. He also dives into the role that rich messaging plays in providing reassurance to consumers.
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