Focusing on the customer is now "an act of survival" for financial institutions, says Rubén Galindo, CEO of Capital Tech and chairman of the technology and innovation committee of ASOFOM, the Mexican association for the non-bank lender industry. In this podcast, Ruben explains how the power of online reviews and feedback is creating a large base of highly informed "power users" who demand better digital services from their financial providers. He also discusses the challenges ahead for financial institutions in the digital transformation process, including infrastructure constraints and increasing competition for talent.