How Float used 'customer obsession' to build the right products

Rob Khazzam, co-founder and CEO of Canadian fintech firm Float, recently sat down with the BBC to discuss his company's customer-centric approach to innovation. He emphasized the importance of empathizing with customers to truly understand their needs.

Khazzam's firsthand experience with the issues his customers face was instrumental in founding Float. During his tenure as Uber's general manager in Central Europe and Canada, he personally experienced the challenges of corporate spending and reimbursement. This led him to establish Float, a company that provides expense software and corporate spending cards, with a focus on assisting small- and medium-sized businesses that often struggle with limited resources.

Beyond addressing the common issues executives face with expenses, Float also considers the unique challenges of small businesses, such as high interest payments on loans, persistent inflation, and tight margins. Khazzam explained that the company's strategy involves closely examining these issues and asking how they can make a significant difference for their customers during challenging times. This approach, he said, involves a deep commitment to data analysis and customer feedback to develop products that truly meet market needs.