Plaid’s GM EMEA, Zak Lambert, joined Duna’s founding engineer Sarah Sharkey for an insightful dialogue about the complexity of business identity in regulated environments.
As a product leader at Plaid since 2019, Zak understands intimately how transforming business onboarding from a cumbersome process into an intuitive experience is critical for enhancing customer engagement and compliance efficiency.
Compliance excellence at Plaid
In today's financial technology landscape, compliance is more than a regulatory necessity: it’s a critical component of any customer experience. Yet balancing seamless business onboarding with quickly changing regulations remains a challenge for even the most advanced enterprises.
Fintech businesses consistently face friction during the onboarding process, especially when compliance requirements become barriers instead of enablers. Large teams simultaneously work hard to navigate countless spreadsheets, manage complicated processes, and avoid high customer drop-off rates.
Zak shared: “Historically, business identity verification was manual, frustrating, and resource-intensive. Without scalable solutions, teams ended up spending too much time managing compliance instead of focusing on growth.”
Magical onboarding experiences
Plaid chose to work with Duna to address exactly this challenge, benefiting from high-converting onboarding journeys without the extensive engineering resources typically required.
“Product development is as much art as science. Ultimately, you want customers to have an experience that feels magical — something so effortless they’re left wondering, ‘How did they do that?” Zak said.
Watch the full Conversation below:
