In the Hot Seat

Hosted by Enfuce

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Apr 2026

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(Fin)tech uncensored! We ask tech leaders the questions you always wanted to ask – not shying away from the tough issues and taboos. Issuer processor Enfuce's Co-Founder and Co-CEO Denise Johansson puts industry leaders in the hot seat, for the hot topics on everyone's minds from how not to F#ck up compliance, make ESG actually matter, real talk on being a female founder, and more. Expect the unexpected alongside Denise's trademark candor and wit.

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April 9, 2026Episode 623 min

Loyalty Reimagined with Starling Bank: Closing the Gap Between Payments and Customer Experience

Customer loyalty is much more than points and perks. Ruwani Hewa, Director of Payments at Starling Bank, jumps in the Hot Seat to discuss how data-driven intelligence is redefining what it means to build trust in financial services. We explore where traditional banks go wrong, how customer understanding can reshape engagement, and why digital design and personalisation now determine retention. This episode is about turning data into meaningful, measurable relationships. Key Takeaways. [:01] Denise Johansson puts Ruwani Hewa, Director of Payments at Starling Bank, in the hot seat. [3:52] Ruwani introduces herself and explains why this topic resonates with her so much. [4:58] What is loyalty? Ruwani offers an example of how Starling stepped up to protect a customer and create a new gold standard. [6:38] Using customer data to get to know them is one thing, but finding ways to support them with this information may be key to building loyalty and trust. [8:52] Loyalty isn't transactional; anchoring the data with the relevant needs and providing seamless experiences will go a long way to providing services that customers will be loyal to. [10:44] Ruwani explains how to retain customers in a world where switching is really easy and why working with partners can also help drive trust and loyalty. [11:28] Credit or Insta? How engaging different generations requires entirely different strategies. [14:01] How companies outside of the financial sector are building trust and loyalty. [15:07] UX and UI are super important; Ruwani touches on the tech she thinks is critical to engagement. [16:44] Ruwani offers ways to track customer engagement within your loyalty programs. [19:10] What the loyalty and financial services landscape will look like in the coming years. [21:25] How AI fits into the loyalty landscape. [22:22] Denise signs out until the next time she puts an industry leader in the hot seat. People. Guest Ruwani Hewa, Director of Payments at Starling Bank, one of the UK's most innovative digital banks, changing banking for good. Host Denise Johansson, Co-CEO and Co-Founder of Enfuce, a female-founded fintech helping drive business growth, solve customer challenges, and extend financial inclusion. Links. Starling Bank Enfuce Guest Quotes (edited). Banks are sitting on this gold mine of data to actually really understand the customer and customer segments. We can see life stages and different changes in someone's life based on what's happening in the account. — Ruwani Hewa, Starling Bank, InTheHotSeat Instant gratification is super important: I don't want to be saving for points for four years only to get like a gift voucher for 10 pounds, right? — Ruwani Hewa, Starling Bank, InTheHotSeat Loyalty is not just about points and cash back. — Ruwani Hewa, Starling Bank, InTheHotSeat Talk to your customers. Understand what they want. Understand what actually excites them, then provide and actually meet their emotional needs. — Ruwani Hewa, Starling Bank, InTheHotSeat Younger generations don't like credit. They would rather have more experience-based things and stuff they can post on Instagram. — Ruwani Hewa, Starling Bank, InTheHotSeat Denise Quotes (edited). How do banks actually build loyalty? What makes someone stay, trust you, and choose you, especially when switching banks is easier than ever? — Denise Johansson, InTheHotSeat Loyalty isn't built by offering more points or shouting louder than the next bank. It's built by being useful at the right moment, when it actually makes a difference. — Denise Johansson, InTheHotSeat Two-thirds of customers feel more positive about a brand because of its loyalty program. At the same time, engagement is failing. So we are great at signups, but not so great at keeping people active and loyal, especially in banking. — Denise Johansson, InTheHotSeat Most consumers want personalized rewards, but less than half of brands deliver them. So customers are clear about the value exchange they want, and are happy to provide the data, but services are not coming to them. — Denise Johansson, InTheHotSeat

December 18, 2025Episode 523 min

Embedded Finance, The Real Impact: How Embedded Finance is Redefining Financial Services From The Inside Out

When payments disappear, the real competition begins, for trust, attention, and loyalty. In this episode of In the Hot Seat, Denise Johansson is joined by Emelie Eriksson, Head of SEB Embedded, for a rapid-fire deep dive into the future of embedded finance. From the weight of legacy systems to the risks and rewards of giving up control, they explore why embedded finance is more than a product shift — it's a full-blown strategic reset. Tune in for sharp takes on trust, regulation, and the partnerships redefining financial services from the inside out. Key Takeaways. [:01] Denise Johansson puts Emelie Eriksson, Head of SEB Embedded in the hot seat. [2:42] Emelie touches on the difference between embedded payment and banking as a service. [3:38] Large, well-established institutions may have a hard time letting go of control to make the shift to embedded finance. [4:50] Complementation over competition is the key to an embedded future, according to Emelie. [6:35] Inviting compliance has been pivotal in shaping SEB's success. [7:37] Emelie breaks down what being embedded-ready actually means. [10:29] Upcoming regulation will likely dictate how the embedded finance models evolve and how big a role traditional banks will have. [12:00] Without taking care of the whole issue, embedded finance does open new doors and offer opportunities to shape fairer financial ecosystems. [13:16] The next chapter of embedded finance! [14:22] Emelie shares her trends to look to in the coming year. [15:21] Customer expectations have been shifting rapidly, and they are becoming more discerning and specific about their needs. [16:36] Emelie sees customer loyalty as a driver for better and better services. [18:08] The threat — and benefits — of AI. [19:32] Regulatory futures are always uncertain! [20:26] Emelie touches on a few possible unintended consequences of embedded finance; confusion could lead to reputational issues. [22:04] Defining successful partnerships in the embedded finance ecosystem. [22:40] Denise signs out until the next time she puts an industry leader in the hot seat. People. Guest Emelie Eriksson, Head of SEB Embedded, positively shaping the future by enabling people and businesses with responsible advice and capital. Host Denise Johansson, Co-CEO and Co-Founder of Enfuce, a female-founded fintech helping drive business growth, solve customer challenges, and extend financial inclusion. Links. SEB Embedded Enfuce Guest Quotes (edited). If you want to go into embedded finance, you need to accept handing control over the user experience to another partner. For some, customer contact is so important that it may be hard to let go, but if they don't, someone else will take over that customer relationship. — Emelie Eriksson, SEB Embedded, InTheHotSeat One reason why some haven't been able to leap into user experience is that they might be bound by legacy tech. — Emelie Eriksson, SEB Embedded, InTheHotSeat Embedded finance from the consumer side of things has to be at "point-of-need," at "point-in-time." This general expectation has been raising the bar over the last 10 years and will continue to do so. — Emelie Eriksson, SEB Embedded, InTheHotSeat When it comes to brand loyalty, if we don't provide good things, people will leave and go to someone else. And I think that's the benefit of an open market from the consumer side of things. — Emelie Eriksson, SEB Embedded, InTheHotSeat Denise Quotes (edited). It might not be your bank's logo sitting at the front of that experience, and that's the whole point. Embedded finance is the engine backstage, powering the apps and companies people already trust. — Denise Johansson, InTheHotSeat Embedded is more or less how finance now works in the digital era from a consumer perspective. — Denise Johansson, InTheHotSeat It has to be accepted, starting in the boardroom, that we are walking into a new area. We will have to find a way to still be relevant in the coming decades. — Denise Johansson, InTheHotSeat We've talked about legacy banks taking leaps for 10 plus years already. But most banks started those projects by looking at how to reshape their infrastructures as opposed to starting from scratch. — Denise Johansson, InTheHotSeat We are increasing financial accessibility, but exclusion is still a lot about regulations. — Denise Johansson, InTheHotSeat

November 19, 2025Episode 425 min

Rethinking Financial Inclusion with Alessandro Hatami

Inclusion isn't just a moral imperative; it's a huge economic opportunity. Alessandro Hatami from Pacemakers.io joins the hot seat to discuss how a large portion of the population remains outside the financial system despite advances in technology. Alessandro highlights how providers can gain new customers and fuel growth by removing outdated barriers and more actively serving the underbanked. Key Takeaways. [:01] Denise Johansson puts Alessandro Hatami, fintech advisor, thought leader, founder of Pacemakers.io, and co-author of the book Inclusive Finance, in the hot seat. [2:27] Why Alessandro chose to delve into the field of financial exclusion. [3:27] The three dimensions of ending financial exclusion: social, economic growth, and revenue. [4:56] While moral imperatives drive most individuals, corporations are moved by other factors entirely. [6:19] Who are the financially excluded? Alessandro breaks down the two large aspects of who is being kept at a distance and why. [8:00] Legacy issues remain the largest barrier to financial exclusion; Alessandro explains why. [9:31] Unbanked and underbanked are two categories of people dealing with unique sets of exclusionary issues. [12:18] The examples of New Bank Brazil and HSBC in the UK. [14:41] What governments — and users — can do to foster financial inclusion. [16:59] Alessandro offers his perspective on the current government initiatives and how words don't often turn into action. [19:07] M-PESA in Kenya and Tanzania is a great example of how technology and some corporate open-mindedness can create a positive and innovative impact. [20:34] Alessandro speaks to new technologies and their potential for improving global financial inclusion. [22:26] Can regulation really help? Alessandro offers some thoughts and a few paths to explore. [23:55] Alessandro shares his parting thoughts. [24:38] Denise signs out until the next time she puts an industry leader in the hot seat. People. Guest Alessandro Hatami, founder of Pacemakers.io, delivering effective, profitable, and sustainable transformation in finance. Host Denise Johansson, Co-CEO and Co-Founder of Enfuce, a female-founded fintech helping drive business growth, solve customer challenges, and extend financial inclusion. Links. Pacemakers.io Inclusive Finance: How Fintech and Innovation Can Transform Financial Inclusion Enfuce Guest Quotes (edited). We are treating a very large number of the population of the world, close to a billion people, in a way that they should not be. They should have access to services and products that improve their lives. And we're denying them for reasons that are not really real. — Alessandro Hatami, Pacemakers.io, InTheHotSeat The moral imperative is what drives many of us, but ultimately, corporations, even though they're run by people, are financially motivated. — Alessandro Hatami, Pacemakers.io, InTheHotSeat Financial exclusion is a two-dimensional thing. There's the legacy issues dimension based on requirements and technological limitations that are no longer there, and there's an educational dimension: explaining to people that banks are not there to take advantage of you. — Alessandro Hatami, Pacemakers.io, InTheHotSeat Because of digital transformation, the cash economy is disappearing. Living based on cash exchanges is becoming increasingly impossible and increasingly expensive. So people are being squeezed out. — Alessandro Hatami, Pacemakers.io, InTheHotSeat The dialogue between the end user and the financial provider should be more interactive than it is right now. That would create an opportunity for people who are underbanked to benefit, and for providers to find new customer bases. It's a win-win situation. — Alessandro Hatami, Pacemakers.io, InTheHotSeat There could be elements that allow you to open a bank account without having to provide full authentication until you exceed certain limits. And that's something that regulators can be very proactive about. — Alessandro Hatami, Pacemakers.io, InTheHotSeat If you look at Europe and Scandinavia, financial exclusion is close to zero. And why is that? It's because the governments have said, OK, everybody gets an ID at the point of birth. — Alessandro Hatami, Pacemakers.io, InTheHotSeat I want the large corporations and the providers of services to realize that they're truly leaving money on the table by not serving the segment. — Alessandro Hatami, Pacemakers.io, InTheHotSeat Denise Quotes (edited). Let's try to understand what exclusion actually means, because financial exclusion affects people differently around the world. — Denise Johansson, InTheHotSeat Many existing banks say that ensuring more financial inclusion is easy when you start from scratch and reach your target group. Will there be more push from governments to get us there? — Denise Johansson, InTheHotSeat The UK financial authority is overseeing that those bringing financial products to the market should be clear and accessible. — Denise Johansson, InTheHotSeat I saw that there are approximately 1.7 billion unbanked today; out of these, approximately 1.1 billion have mobile phones. — Denise Johansson, InTheHotSeat

October 16, 2025Episode 327 min

Charged Up: How Octopus Electroverse is Powering the EV Revolution

Is your fleet prepared for the next decade of the EV transition? Rachel Beaton from Octopus Electroverse joins the discussion to share insights on the full picture of what's ahead — from educating drivers and navigating chargers and lease cycles, to understanding government incentives, manufacturing shifts, and the opportunities in the second-hand market. With technology evolving quickly and fleets playing a pivotal role in adoption, this conversation provides practical guidance for planning a smoother transition and staying ahead of the curve. Key Takeaways. [:01] Denise Johansson puts Rachel Beaton, Commercial Director at Octopus Electroverse, in the hot seat. [2:27] EVs are the next step in many aspects that go beyond climate change, from vroom vroom noises to being able to charge the vehicle at home. [4:45] The drive to electric is at the adoption tipping point, where you are starting to see broader, lower-cost adoption and a strong second-hand market. [5:59] When it comes to fleets, a top-down approach may yet be required, but some aspects can bolster change; a burgeoning second-hand market could make a difference in further adoption. [8:01] Range anxiety and charging options are being actively addressed by manufacturers. Rachel lists some of the primary concerns that remain. [10:10] A Europe-wide network isn't yet there, Rachel offers the word "patchy" and outlines where improvement needs to be made. [11:58] The Norway effect: an example of successful EV transition [13:20] Rachel breaks down the many considerations for a fleet requiring an EV transition. [17:47] What happens in ten years to the people caught unprepared? Rachel offers a few projections. [19:04] Will production keep up with the ten-year deadline? [20:31] Projecting for the EV market 5 years into the future is difficult; Rachel offers some predictions. [22:45] Electroverse in 5 years! Easy is the keyword. [25:16] Rachel offers some parting thoughts on education when it comes to promoting an EV transition. [26:47] Denise signs out until the next time she puts an industry leader in the hot seat. People. Guest Rachel Beaton, Commercial Director at Octopus Electroverse, Europe's largest EV charging network, empowering people to transition to a cleaner, fairer world for future generations. Host Denise Johansson, Co-CEO and Co-Founder of Enfuce, a female-founded fintech helping drive business growth, solve customer challenges, and extend financial inclusion. Links. Octopus Electroverse Enfuce Guest Quotes (edited). I think it is inevitable that the car market will become fully electrified. There are still some question marks over some of the larger vehicle types and how that works. But even now, we're starting to see big steps happening in those areas as well. — Rachel Beaton, Octopus Electroverse, InTheHotSeat Transitioning fleets is a huge piece of the puzzle for climate change. It's a challenge because you're asking a business to mandate a change for their drivers, deciding for them, and that generates resistance. — Rachel Beaton, Octopus Electroverse, InTheHotSeat Fleets are 25% of vehicles, but 75% of mileage. So it's a really critical transition. — Rachel Beaton, Octopus Electroverse, InTheHotSeat Transitioning a fleet is going to take you somewhere between three and seven years, depending on what your lease cycle is. If it's all cars, probably three to five. But if you've got vans, a lot of them are on a seven-year lease cycle. These fleet managers are having to plan a long way. — Rachel Beaton, Octopus Electroverse, InTheHotSeat We're looking at all new vehicles having to be electric in 10 years — 2035. So to give themselves a bit of breathing space and to allow themselves to spread the cost, starting now is critical for fleet managers. — Rachel Beaton, Octopus Electroverse, InTheHotSeat Denise Quotes (edited). The big fleets produce a big portion of the CO2 emissions. So, where are we with the transition for fleet companies? — Denise Johansson, InTheHotSeat The infrastructure is needed for EVs to be accessible to everyone across Europe. — Denise Johansson, InTheHotSeat Transitioning to electric mobility is a massive project for anyone who's thinking about it. Public and private partnerships are essential to get going. — Denise Johansson, InTheHotSeat It sounds like if you are a mobility manager, it's time to really start thinking about it. You might not even be in that position anymore in ten years, but you need to start helping the company. — Denise Johansson, InTheHotSeat As an electric vehicle driver, I'm looking forward to an easier, more streamlined charging experience because, yes, that is still a hassle on the roads! — Denise Johansson, InTheHotSeat

August 14, 2025Episode 220 min

Mobility Unlocked with Shuttel: How We'll Work, Move, and Live in the Future

The future of mobility is shared, fast, fluid, and frictionless! Joëlle Stokkel of Shuttel jumps into The Hot Seat for a conversation about optional ownership, commuting as a custom-fit experience, the rise of flexible mobility benefits, how tech, sustainability, and data are reshaping policy, and why mobility might just be your next big recruitment tool. Key Takeaways. [:00] Denise Johansson puts Joëlle Stokkel, Innovation Manager at Shuttel, in the hot seat. [2:59] It seems the main hurdle is not the amount of mobility options, but rather their connectivity and personability. [3:50] The talent wars are still in full effect, and Shuttel offers a competitive edge when it comes to keeping businesses attractive. [5:40] Is commuting still the right term? Joëlle suggests that businesses have to broaden their definition and offer a comprehensive solution. [7:09] Mobility as a shared future! [8:10] Mobility should be thought of like a menu. Joëlle explains how Shuttel functions in that regard. [9:55] Mobility equates to inclusivity, and it also opens up new talent markets. [11:29] Joëlle shares her tips for employers looking to rethink their travel policies. [12:54] Innovations are great, if they fit with data and compliance! [14:20] Employees and clients are demanding sustainable options now, but flexibility is paramount to account for people's unique circumstances. [15:47] Joëlle offers what barriers remain and how to take them down. [16:48] Technology is unlocking the mobility space at breakneck speed. [18:18] The frequency at which Joëlle expects leaps to occur will be dependent on surrounding industries and mobility partnerships. [19:40] Joëlle's closing statements. [19:55] Denise signs out until the next time she puts an industry leader in the hot seat. People. Guest Joëlle Stokkel, Innovation Manager at Shuttel, the Netherlands' leading provider of smart mobility solutions. Host Denise Johansson, Co-CEO and Co-Founder of Enfuce, a female-founded fintech helping drive business growth, solve customer challenges, and extend financial inclusion. Links. Shuttel Enfuce Guest Quotes (edited). We need to talk about business travel in its broader sense, whether it's an appointment with a customer, colleagues, or travelling to another country, it's business travel. The solution needs to be everywhere at any time and always accessible for people to use. — Joëlle Stokkel, Shuttel, InTheHotSeat You need to provide a mobility solution, but mobility is not so much the leasing of a car anymore. It's giving people the opportunity to travel to their local needs, to their personal preferences, when necessary. — Joëlle Stokkel, Shuttel, InTheHotSeat When rethinking a mobility policy, start with a pilot, adding micro-mobility into the mix, rethink parking, or your bike allowance, or your work-from-home allowance. — Joëlle Stokkel, Shuttel, InTheHotSeat With this new payment technology, we can reach the full potential of the mobility space. And by reaching the full potential of the mobility space, it does not really matter if you're in a rural area or in an urbanized environment, we can provide you access to anything at any time. — Joëlle Stokkel, Shuttel, InTheHotSeat Denise Quotes (edited). The mobility space is changing fast! From shared cars and e-scooters to EVs and integrated transport solutions. — Denise Johansson, InTheHotSeat With hybrid and remote work becoming a reality across industries, the traditional concept of the daily commute is rapidly evolving. At Enfuce, we have a distributed team across Europe, which means commuting looks different for everyone. — Denise Johansson, InTheHotSeat Mobility often equates to inclusivity. Offering mobility as a benefit opens up new opportunities for talent outside traditional urban centers or for those previously excluded from certain roles and industries. — Denise Johansson, InTheHotSeat Sustainability is no longer just a buzzword. Consumers and employees are actively demanding greener choices. — Denise Johansson, InTheHotSeat

July 24, 2025Episode 129 min

Beyond Resilience: What it Really Takes to Build, Lead, and Last

There are no silver bullets, but there is a pattern to success. This episode of In The Hot Seat welcomes back fintech strategist and author Leda Glyptis to unpack what it truly takes to build, lead, and last in an industry where 95% of startups fail. From redefining success as "the art of not dying" to the difficult introspection founders have to do when they hit a wall, Leda and Denise offer up an alternative to toxic hustle culture and break down why experience, boundaries, discipline and leadership are key. Key Takeaways. [0:00] Denise Johansson puts Leda Glyptis, author and fintech strategist, in the hot seat. [3:35] The failure rate for digital transformation is enormous. Leda set out to find a pattern. [5:06] Resilience as part of a success story is impossible to avoid, and it manifests in two ways. [7:28] The art of not dying. [9:36] How hustle culture has evolved into an adversarial - and unhealthy - philosophy. [12:29] Without ever dismissing youth, experience plays a large role in success stories. [14:22] Boundaries are critical for founders. Leda explains how the types of founder relationships can affect working relationships. [18:04] Leda touches on the importance of discipline. But not just any old discipline. You have to spend time on the right things. [19:24] Leda's unhelpful advice for leaders who may feel stuck, as well as two possible paths to navigate out of a bind. [22:19] An advisory board is precious only if you have time for it. Don't burn those bridges. [24:35] What Beyond Resilience can offer founders to help with their digital transformation. [27:26] Leda's closing words: the work is hard, and it's not for everyone. [28:13] Denise signs out until the next time she puts an industry leader in the hot seat. People. Guest Leda Glyptis, Fintech strategist, Author, and former banker. Host Denise Johansson, Co-CEO and Co-Founder of Enfuce, a female-founded fintech helping drive business growth, solve customer challenges, and extend financial inclusion. Links. Beyond Resilience: Patterns of Success in Fintech and Digital Transformation Enfuce Guest Quotes (edited). 95% of startups fail. Is there a pattern to success? The short answer is: yes, but it's not easy. So on some level, "thanks for nothing." — Leda Glyptis, InTheHotSeat Resilience manifests in two ways. The first is going through a painful process of failure and being the type of lunatic to go again, and the second is the ability to do really hard things when it seems counterintuitive. — Leda Glyptis, InTheHotSeat If you have managed to scale your business, get traction in your market, and make money, that is a success story. So the art of not dying is where I set the bar for success. — Leda Glyptis, InTheHotSeat In business, you will never have enough money, time and energy to do the things you want. So, trade-offs will be needed daily. Unless you've negotiated your benchmarks, everything becomes the hill you die on. — Leda Glyptis, InTheHotSeat If you're hitting a wall, you need to look around you and say, "Have I got the right people around me?" — Leda Glyptis, InTheHotSeat One of the phrases that came up a lot in the book is "The version of me that started this can't finish it." But the reality is that if you're hitting a wall, it's a people question, and the answer might be you. — Leda Glyptis, InTheHotSeat But the reality is, your board is always an exam. And it should be. Your advisory board is the place where you can go in and go, "I have no idea what to do now." — Leda Glyptis, InTheHotSeat Denise Quotes (edited). Just being resilient is not enough. Is there a pattern for success that we can see, knowing that there is no silver bullet for anything in life? — Denise Johansson, InTheHotSeat We should define our success in its own right, without comparing it to bigger brands or longer success stories. — Denise Johansson, InTheHotSeat 10 years ago, hustle culture defined FinTech founders. So when we launched, people's reactions were "You look nothing like FinTech founders!", "How can you succeed unless you go all-in 24/7 for three years in a garage?" And we believed that it couldn't be the only way. — Denise Johansson, InTheHotSeat It wasn't only about the people on the board. It was our investment in spending time with them, in taking the time to listen to their experience. Because you can't just sit back and relax and hope someone will bring you all the answers. — Denise Johansson, InTheHotSeat Within payments, change won't be overnight; it will evolve. When you look back five, 10 years, that's when you see the big changes that have happened. You never see it overnight. — Denise Johansson, InTheHotSeat

June 11, 2025Episode 634 min

The Winning Perspective for Business from an Olympic Perspective

From podiums to businesses. Elite sports and high-performing businesses operate under the same unforgiving principles: driving performance requires inspired leadership, clear goals, strict planning, good team dynamics and a healthy serving of resilience. The question isn't if you need all this but whether or not you have what it takes to implement it. The hot seat welcomes paralympic powerhouse Birgit Skarstein, Chief Inspiration Officer at Enfuce, to clear a path forward. Key Takeaways. [0:00] Denise Johansson puts Birgit Skarstein, Paralympian gold medallist, world — and European — rowing and cross-country skiing champion, and Chief Inspiration Officer at Enfuce, in the hot seat. [3:46] Birgit breaks down how world champion and paralympic performance levels are built, bit by bit, with grit and determination. [6:38] Because nobody wants to train every single day, or go to work every single day, finding the strength to overcome your own mental barriers requires a solid plan. [9:11] The nordic traits — shared by Denise — that have propelled Birgit's career! [13:20] Birgit explains how she fell in love with Enfuce during a keynote she delivered for the team. [16:54] How business and sports intersect in terms of achievement and pragmatic goal-setting. [21:59] Birgit speaks to the differences in performance depending on group dynamics and leadership and how leadership quality can affect people far deeper than their level of achievement. [27:13] Personal and team resilience work in tandem to promote personal growth and overall group performance. [29:08] Birgit's definition of resilience and what she looks forward to in her role at Enfuce. [33:10] Denise signs out until the next time she puts an industry leader in the hot seat. People. Guest Birgit Skarstein, Paralympian medalist, World champion and European champion rower and cross country skier as well as CInO of Enfuce, a female-founded fintech helping drive business growth, solve customer challenges, and extend financial inclusion. Host Denise Johansson, Co-CEO and Co-Founder of Enfuce, a female-founded fintech helping drive business growth, solve customer challenges, and extend financial inclusion. Links. Enfuce Guest Quotes (edited). Doing a startup and then a scale up is so much hard work. There are so many people willing to tell you that it's never gonna work out. Why not get a safer, better paid job in a big company. Why would you build it yourself? — Birgit Skarstein, Enfuce, InTheHotSeat In many ways, you are a startup as an athlete. You have to do a lot of the groundwork yourself and you really have to step up and get your hands dirty. — Birgit Skarstein, Enfuce, InTheHotSeat Reaching those really high performances, making it to the games, to the podium, then to the top of the podium. It requires grit and resilience, and the ability to work really hard. — Birgit Skarstein, Enfuce, InTheHotSeat You make the choice to go for those big goals, and then you break it down to what does that mean every quarter? What does it mean every month? What does it mean every week? What about every day? And what about every session? — Birgit Skarstein, Enfuce, InTheHotSeat Within the year every quarter would have a plan, and then every month, every week, every day. And then I'd be very honest and non-emotional about myself throughout the way. So I'd evaluate a lot and try to adapt if something came up. And if you'd have to change it, then you have to change it in a way that still is loyal towards the goal. — Birgit Skarstein, Enfuce, InTheHotSeat Resilience is about being flexible enough to change and adapt before you are changed. It's about taking control of the things that you can. It's not about not being defeated or not having setbacks or not going through rough times, but being able to stand through them and adapt. — Birgit Skarstein, Enfuce, InTheHotSeat Denise Quotes (edited). We've been working with OKRs for a couple of years, but we realised that we really need to break it down further, it needs to go to all the individuals within the company so that they know what they come to do every day. It's taking them and us towards the goal where we wanna be at the end of the year. — Denise Johansson, InTheHotSeat It's not enough to put some values down on paper, you have to talk about what they mean to you and to the team so that they have a chance to show up as you want and give you the results that you expect. — Denise Johansson, InTheHotSeat With Enfuce, we want to challenge the norm of how businesses are being built and how success is being defined. We are daring to test new things and trying to do things differently. — Denise Johansson, InTheHotSeat

May 19, 2025Episode 540 min

With Fortitude — Tackling SDG 16 with Passion and Purpose

Waiting for regulation is boring, you don't need permission to shake up the world! Marja Innanen, Executive Director of UN Global Compact Network Finland, Monika Liikama, Co-CEO and Co-Founder of Enfuce, and Juspal Manic, CRO at Featurespace, sit in the hot seat for a provocative discussion on UN Sustainable Development Goal 16's overlooked challenges of peace, justice, and strong institutions. Listen in for hot takes on impending regulation and what to do about them, why SDGs are only ever an opportunity for growth, and why you should aim for 100% when outsmarting fraudsters. Key Takeaways. [0:00] Denise Johansson puts Marja Innanen, Executive Director of the UN Global Compact Network Finland, Juspal Manic, CRO at Featurespace, and Monika Liikama, Co-CEO and Co-Founder of Enfuce, in the hot seat. [4:18] Marja introduces the conversation and explains SDG 16 and how it might be turned into a business opportunity. [9:17] Monika explains how easily a simple consumer transaction can unknowingly foster a network of unseen illicit activity, from counterfeiting to trafficking. [11:36] Forget mission and vision, fraudsters are smart bastards, Juspal - and Featurespace stand fast with a strong mandate instead. [14:16] The narrative around SDG 16 mirrors that of the compliance narrative: burden and avoidance! [18:10] The regulation storm is coming! Companies should push ahead rather than wait for it to arrive. [21:50] Bringing the human aspect of fraud back into the conversation is one way to keep driving innovation and solving problems. Everyone has a child, parent, or grandparent at risk in their interactions with technology today. [24:42] On why Nordic countries are so great. Because they really are. [26:36] The fortitude pledge according to Denise, Monika, Juspal, and Marja (you CAN be awesome too!). [33:16] Monika and Denise drive home the point: why aim for mediocrity? Shoot for 100%, every chance you get. [33:36] Juspal explains how compliance sets the foundation for tackling fraud at scale. [36:10] The money saved by fully aligning with SDG 16 could be put to tackling SDG 17. [37:34] Everything a customer does has an impact; educating and encouraging them to make better decisions should be part of a company's mandate. [38:40] Be better, every day. [39:31] Denise signs out until the next time she puts an industry leader in the hot seat. People. Guest Marja Innanen, Executive Director of the UN Global Compact Network Finland, the world's largest corporate sustainability initiative, improving the collective impact of business with companies that enable change. Guest Juspal Manic, Chief Revenue Officer at Featurespace, a fintech dedicated to making the world a safer place by providing the most powerful technology to combat fraud and financial crime. Guest Monika Liikama, Co-CEO and Co-Founder of Enfuce, a female-founded fintech helping drive business growth, solve customer challenges, and extend financial inclusion. Host Denise Johansson, Co-CEO and Co-Founder of Enfuce, a female-founded fintech helping drive business growth, solve customer challenges, and extend financial inclusion. Links. UN Global Compact Network Finland Featurespace Enfuce Guest Quotes (edited). The red line with SDGs is that no one should be left behind. This means reducing corruption, ensuring a legal identity to all, ending violence, exploitation, fraud, human trafficking, fostering transparency and accountability, and finally, respecting human rights. — Marja Innanen, UN Global Compact Network Finland, InTheHotSeat EU regulations and legislation are coming like a storm towards companies. — Marja Innanen, UN Global Compact Network Finland, InTheHotSeat Citizens of Nordic countries trust in public institutions. It makes society more stable. — Marja Innanen, UN Global Compact Network Finland, InTheHotSeat You can't give all the keys of progress to governments only because businesses can make bigger leaps. You have the innovations, you have the ambition, and you have the money. — Marja Innanen, UN Global Compact Network Finland, InTheHotSeat Fraud is very consistent across the globe. The approaches they take, the impact they have on people's lives, and more importantly, the sinister behavior they display. Fraudsters spend a lot of time being very innovative, so we have to be more so. — Juspal Manic, Featurespace, InTheHotSeat We have to have the courage to say that what we're doing today doesn't solve the problem. But collectively, we've got enough brilliant people to solve it. We have to have the will. — Juspal Manic, Featurespace, InTheHotSeat Fortitude is a strength of mind and courage, and you need that when you're growing a business, when you want to solve real-world problems. — Juspal Manic, Featurespace, InTheHotSeat If you can help a customer make a better decision, and you take one dollar of fraud out, that's one dollar less that's going and being used elsewhere in a horrific way. — Juspal Manic, Featurespace, InTheHotSeat Everywhere we use money, something bad can happen. And if we start to think about where we use it, what we buy with it, we realise that it does make a difference. — Monika Liikama, Enfuce, InTheHotSeat If you're looking for something and it doesn't exist then f*ck it, do it yourself. The fortitude pledge is about making progress, taking accountability, and leading the way. — Monika Liikama, Enfuce, InTheHotSeat We can commit to 100% because lame-ass mediocre targets don't move the needle. We understand that things can go wrong, but if we actually commit to mediocrity, we can never achieve great things. — Monika Liikama, Enfuce, InTheHotSeat Denise Quotes (edited). Global crime, human trafficking, terrorist financing… We use these big, scary words, and I think for the consumer it can be hard to connect that to the card that they are using every day. — Denise Johansson, InTheHotSeat Fraudsters are smart bastards, and fraud is becoming more and more complex. — Denise Johansson, InTheHotSeat With the political waves we're seeing at the moment. It might be tempting to stop hoping for progress on SDG 16, but we can't become depressed; we should figure out what more we can do and how we can lead in the tempest. — Denise Johansson, InTheHotSeat The only way forward is a commitment to 100%. How can you commit to allowing 3% of human trafficking to happen? — Denise Johansson, InTheHotSeat

January 23, 2025Episode 426 min

Navigating the AI Wild West: A regulatory and payments-focused deep dive

Wild West or world of opportunity for fintechs? Charles Kerrigan, Partner at CMS London, and Matt Williamson, SVP at Endava jump into the hot seat. Listen in for insights on what the most recent AI revolutions might mean for fintechs, the types of regulations being put forward, the impacts of horizontal versus vertical regulation, why GenAI is an expert tool for experts, and what early-adopting organisations might be doing wrong when it comes to their data. Key Takeaways. [0:00] Denise Johansson puts Charles Kerrigan, Partner at CMS London, and Matt Williamson, SVP at Endava, in the hot seat. [2:22] The pace of change does make it seem like the Wild West, but it really is only as wild as your risk appetite. [3:56] The first AI wave rippled through financial services years ago, but this recent surge hits differently. Charles explains the two types of regulations — horizontal (EU) vs. vertical (UK) — currently on the horizon. [7:31] Efficiencies! The biggest wins might not be sexy right now, but they are pushing the wave. [10:59] Navigating hallucinations is an issue when it remains an expert tool in the hands of experts. Charles explains why he should not use GenAI to build a nuclear power station. [14:30] Regulators will always pick transparency, especially when the new shiny thing seems too good to be true. [15:13] Is it the Wild West, or is it FOMO? [17:36] Let's talk about data hygiene because we're all doing it rather poorly. [19:07] Matt's predictions for 2025: mind your fraud detection. [20:04] Charles' predictions for 2025: watch for oncoming regulation, and he sees an opportunity for fintech to take on a leadership role! [22:38] Charles shares his advice for companies looking to begin adapting to AI. [24:16] Matt asks "But will it make the boat go faster"? [25:28] Denise signs out until the next time she puts an industry leader in the hot seat. People. Guest Charles Kerrigan, Partner in the Finance Team and part of the specialist Crypto and Digital Assets Team at CMS London, a Future Facing organisation taking a bold, dynamic, and agile approach to help clients of every size confidently face the future. Guest Matt Williamson, SVP & Industry Principal at Endava, combining world-class engineering with deep industry expertise and a people-centric mindset to drive meaningful change. Host Denise Johansson, co-CEO and co-Founder of Enfuce, a female-founded fintech helping drive business growth, solve customer challenges, and extend financial inclusion. Links. CMS London Endava Enfuce Guest Quotes (edited). There's an expectation that firms will be using AI because their customers are using it. So the regulation can take two forms, vertical or horizontal. — Charles Kerrigan, CMS London, InTheHotSeat We've seen some lawyers embarrassed by hallucinations in the press and whenever there's a new technology like this, you always have to hope that you're not the person who learns the lesson publicly. — Charles Kerrigan, CMS London, InTheHotSeat I can use GenAI to support my legal work because I ought to know the answers. I shouldn't be using GenAI to build a nuclear power station because I don't know how to do that. — Charles Kerrigan, CMS London, InTheHotSeat I've been doing internal research with our AI teams and the term Wild West came up quite a lot as a definition, but it really comes down to if you are risk-averse, or excited about the possibilities. — Matt Williamson, Endava, InTheHotSeat There's a balance between optimisation and transparency, and financial regulators will always lean towards transparency, particularly in anything facing customers. — Matt Williamson, Endava, InTheHotSeat We're finding that lots of people are engaging in AI for fear of missing out. — Matt Williamson, Endava, InTheHotSeat When it comes to data hygiene, are we doing the basics right? We're guilty of this in all industries: We get caught up in the shiny new thing and fail at setting up a correct foundation. — Matt Williamson, Endava, InTheHotSeat Denise Quotes (edited). AI isn't just a buzzword anymore. It's real, just like global warming. It's real and it's happening but is it the Wild West? — Denise Johansson, InTheHotSeat So if we look at actual regulation the West isn't as Wild. But are they hindering innovation? — Denise Johansson, InTheHotSeat Fintechs will be more comfortable with navigating and adopting regulations, and seeing the opportunities. We've enough experience with compliance! — Denise Johansson, InTheHotSeat AML, KYC, and KYB probably have the most to win in adopting AI as much as possible. — Denise Johansson, InTheHotSeat

November 27, 2024Episode 322 min

Pleo x Enfuce: A Nordic Love Song- Keeping the Love Alive in Fintech Partnerships

Ready for a steamy tech love story?. Thorbjørn Fink, COO of Pleo joins Denise for a spicy chat in the hot seat. Learn from Pleo and Enfuce's love story about building winning partnerships, maintaining great communication, making compromises and navigating the occasional rough patch. Denise and Thorbjørn discuss learning the right love languages, building trust, and dealing with a partner if the shoe doesn't fit. Key Takeaways. [0:00] Denise Johansson puts Thorbjørn Fink, COO of Pleo and longtime business partner, in the hot seat. [3:42] Being a supplier is one thing, being a partner is another beast. Thorbjørn explains why long-term stability drives that choice. [5:36] Compromise works when partners can grow together and find their respective wins, but building for the long term is about more than just the tech and the deal. [9:34] Thorbjørn weighs the pros and cons of building everything yourself rather than taking the time to find the right partner: always focus on your mission! [13:21] Saying goodbye is always hard. But if the partnership isn't right, it's better for all. [17:10] Looking to become a great partner? Learn to speak the right language! [20:14] Thorbjørn shares his closing thoughts for listeners. [21:22] Denise signs out until the next time she puts an industry leader in the hot seat. People. Guest Thorbjørn Fink, COO of Pleo, the spending solution for forward-thinking teams everywhere, making spending management effective and empowering. Host Denise Johansson, co-CEO and co-Founder of Enfuce, a female-founded fintech helping drive business growth, solve customer challenges, and extend financial inclusion. Links. Pleo Enfuce Guest Quotes (edited). Do the work before you put pen to paper. It's well worth it because you don't want to transplant your lungs and your heart and get something that doesn't match. — Thorbjørn Fink, Pleo, InTheHotSeat There's the agreement, there's the tech, but there's also the people behind it. — Thorbjørn Fink, Pleo, InTheHotSeat We are not here to build the full stack. We actually care very little about the tech stack. We care about the customer experience. — Thorbjørn Fink, Pleo, InTheHotSeat How on earth do I articulate this value to my stakeholders? How do I convince internally? Make sure you put yourself in your stakeholders' shoes and bring them up to standard so you can have an informed discussion. — Thorbjørn Fink, Pleo, InTheHotSeat Denise Quotes (edited). Business is still done between humans, you need to be able to trust them. Because when things don't go as planned, the relationship will be tested and you want the right partner by your side to fix it. — Denise Johansson, InTheHotSeat Growing the right leaders and cultures internally is the very start of becoming ready for true partnerships. — Denise Johansson, InTheHotSeat Communication is the key to success in private and business partnerships. — Denise Johansson, InTheHotSeat Once you are in a good partnership, you need to challenge each other, learn from each other, and trust that you are talking to smart, and capable people. — Denise Johansson, InTheHotSeat