In an era where many technology vendors profit from open-source tools without passing the benefits of these on to their customers, Xintec is advocating for a new model – one where openness extends beyond vendors to empower customers.
At Xintec, customer experience is key and keeping the latest tools under wraps is not considered helpful to those who want to be kept in the loop. This is not compulsory, of course, as many customers do not wish to be involved in the technical details, but it is important to the industry leaders at Xintec that their customers should be able to access the technology that works for them if they wish to do so.
Here, we’ll take a look at the dramatic shift in thinking that could transform the industry with Xintec’s customer focused approach to create models that are truly future proofed. Xintec believes it is vital that those leading the industry build positive and trusting relationships with their customers, who can be fully empowered by their access to collaborate on and take ownership of the systems they pay for.
The shift from closed systems to collaborative innovation
The concept of Open Source has been around since the early 1950s, but it has taken off dramatically with the launch of the GNU Project, and specifically Linux. This shift has democratised software development in a way that is new to the tech industry, giving developers the ability to access, modify and improve technology collectively. This opens up a whole new potential for collaborative working and is a crucial step in the progress of the industry.
“Linux revolutionised the industry by making source code freely available,” explains Sean Killeen, Xintec’s Head of Strategy. “It accelerated adoption and innovation by breaking down vendor lock-in.”
Yet, while many companies build their products on open-source foundations, few pass the benefits of transparency to their clients. Instead, they deliver “black-box” solutions – proprietary systems where customers cannot inspect or modify the underlying technology.
This approach, Xintec argues, stifles innovation, limits flexibility and erodes trust. In the long term, this is problematic as there is no customer loyalty and the personal touch that creates longevity and consistency in customer relations is missing.
Xintec’s Approach: Transparency as a Competitive Edge
Xintec has taken a step away from traditional vendors to share a different philosophy with its customers: a philosophy that puts them in the driving seat. Xintec believes that as much as possible, customers should have access to the same openness that fuels tech innovation as their vendors and should not be forced into reliance on them.
“We want our customers to experience transparency – so they can see, modify and even contribute to our solution if they choose,” says the company.
This model offers key advantages, including:
- Faster Innovation – Customers can tailor solutions to their needs, becoming co-developers in the process. This allows systems and customer relationships to adapt with technological developments and puts the customer in control of their technical strategy.
- Stronger Trust – no hidden code means no unexpected limitations and this gives full transparency to the customer and ensures that the vendor is delivering the very best solutions at all times
- Lower Costs – Reduces reliance on vendor-led changes, giving the customer the power to manage their own systems. This also allows for transparency in terms of costing, ensuring that the value of services and tech management is recognised.
However, Xintec acknowledges that not all clients want full control. Some prefer turnkey solutions, while others seek deeper engagement. Providing openness creates a versatile system in which customers can be as involved as they choose, having the opportunity to engage if they wish to do so, without putting them under pressure.
A Challenge to Legacy Vendor Practices
Many established vendors still operate on outdated principles: locking customers into proprietary systems, charging premium fees for minor adjustments and restricting knowledge sharing. Xintec believes that there is no need for this in a world which has already been transformed by technology, and argues that there is a better way.
“If you make it hard for customers to adapt, they’ll either pay reluctantly or abandon your solution altogether,” warns Xintec.
Making the customer part of the solution and inviting them into a position of power changes the dynamic and enables a positive and productive relationship.
The company’s model aligns with the GSMA’s principles of innovation, trust and collaboration, positioning openness not just as a technical choice but as a business differentiator.
In Conclusion
Xintec’s stance highlights a critical industry contradiction: many vendors profit from open source while denying its benefits to end users. Xintec sees this as duplicitous and strives to act differently.
“Openness is not just about sharing code, it’s about sharing value,” Xintec concludes. “If we believe in the power of open technology, why stop at the vendor level? Pass that benefit on to the customer.”
As the tech landscape evolves, Xintec’s approach may well signal a broader shift. Perhaps we are approaching a world where transparency becomes the cornerstone of innovation, rather than an afterthought.