AFC Podcast: Kirstine Wilson

In this episode of the AFC European Equipment Finance Podcast, host Richard O’Donohue speaks with Kirstine Wilson about the often-overlooked importance of customer service in the asset finance sector. Kirstine explains that in a mature commoditised industry facing pressures from digitalisation and AI, strong customer service is a key differentiator that drives profitability and loyalty. She argues that while tools like Net Promoter Score are useful, firms must balance hard metrics such as speed and payout times with softer measures like ease, reliability and relevance to customer needs. True service excellence, she emphasises, stems from leadership commitment and a culture that values consistent delivery across every touchpoint. While AI can enhance efficiency, she cautions that human interaction remains essential.