Question 1

Trulioo: Could you share with us the early stages of Juntos, especially when it was still a “dorm-room” idea at Stanford, and how it became what it is today?

Accepted Answer

Our founder, Ben Knelman, came up with the idea for Juntos as a student at the Stanford d.school [Hasso Plattner Institute of Design at Stanford University]. For a class project, he worked with the night shift janitors to create basic financial management and planning tools for them.

Question 2

Trulioo: Was Juntos’ technology focussed on the financial services sector from the get-go?

Accepted Answer

The idea was always to focus on financial services. People don’t have trusting relationships with their banks anymore – consumer research shows that banking is now the single least trusted industry.

Question 3

Trulioo: To what extent is inactivity in the interactions between customers and their financial service providers an issue?

Accepted Answer

Dormancy is definitely a major issue; we see it as a clear symptom of the lacking presence most financial institutions have in their customers’ lives. Rather than treating the symptom (trying to re-activate customers that have left), Juntos focuses on the root cause.

Question 4

Trulioo: When did you realize that financial institutions and their end users needed an engagement solution like this?

Accepted Answer

We recognized Juntos’ potential early on from our first pilot with Bancolombia. The results were really encouraging: we saw double-digit response rates to our messaging, and meaningful increases in account usage compared to control groups that we didn’t engage.

Question 5

How does Juntos lay the groundwork for a satisfying customer journey?

Accepted Answer

Juntos invests heavily in localization and content customization to match our partners’ specific goals. At the start of every new engagement, we conduct in-country user research, gather all relevant product information, and train local customer support teams to handle inbound questions that fall outside our automated platform’s guardrails.

Question 6

How has Juntos been able to do this when some would call automated solutions “programmed”?

Accepted Answer

Juntos enables customers to take conversations in whichever directions are most useful to them. For a small percentage of questions or requests that fall outside of our automated guardrails, in-country support teams take over.

Question 7

What challenges has your team experienced while tailoring your technology to different cultures and languages around the world?

Accepted Answer

We’ve gotten quite good at rapid translation and localization of content to support the international growth you mention, but there has definitely been some trial and error. Coming out of the Stanford d.school, we rely on human-centered design principles that put the end user at the center of our product.

Question 8

Can you share with us a success story where Juntos solved a problem for someone who was financially underserved?

Accepted Answer

We have many! For example, during one partnership in East Africa, we engaged a chicken farmer who signed up for a transactional account with a bank as a prerequisite to applying for a loan and investing in his business.

Question 9

Does Juntos have any plans to reach different markets in the coming years?

Accepted Answer

I definitely see some applicability in other industries, but our focus will remain on financial services and insurance for the foreseeable future.

Question 10

What’s the next step for Juntos in 2019 and are there any exciting updates on the horizon?

Accepted Answer

We’re actually looking to establish our first US partnerships this year, which I’m really excited about. We see a lot of potential for the US market.

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