How did your company fare? Needs must! The key is what comes next. Personalisation at scale is the name of the game
Expert: Matt Weaver, Objectivity
Facilitator: Paul Miles, Silverback Consultancy
The State of Play
We must adapt to new client expectations
- Personalise advice
- Offer real-time support
- Operate across multiple channels
- Increased willingness to receive automated advice
- Younger generations prefer online
- Be prepared to train and educate clients
- Digital marketing
- Client portals will have a big part to play
- Digital banking
- Legal compliance means that all but criminal behaviour is acceptable
- The role of technology has an increasing part to play within Financial Services
- Implement tech so that you are able to respond to ‘signals’ rather than your calendar
Key challenges
- When should you make the investment to incorporate more digital into the business
- Cost of implementation
- Pain of switching technology
- How to deliver different types of service
Conclusions/Solutions
- Listen to what your clients want
- Evaluate your existing tech partners to make sure they have the right product and skills to support your business now and in the future
- Don’t underestimate the importance of accurate and clean DATA
- If you don’t make a decision to become more digital now, you will get further and further behind the service offered by your peers
- Implement technology that can be bespoke to your business
