Embedded Finance: A boon for Sales, a bane for Servicing
Picture this: A customer buys a sofa through a popular retailer’s checkout, using a buy-now-pay-later (BNPL) option presented at the moment of purchase. Two clicks. Approved. But the sofa arrives damaged. She initiates a return. Over the next six weeks, she gets bounced between the retailer’s customer support line, the......