Thu Mar 17 UTC (2 months ago)
In your timezone (EDT): Wed Mar 16 8:00pm - Wed Mar 16 8:00pm
Financial advice has responded rapidly to the pandemic-driven digital transformation of operations, client interaction and shifting customer expectations. As customer preferences change, individual demands have created opportunities for new, omnichannel services. BigTech and digital disruptors have been transforming customer experience for years, shaping a new set of expectations from low cost, ‘always on’ accessibility and a personalised, unique service which is now permeating the financial services landscape. Customer centricity and meaningful client interactions can be enhanced by digital tools and these digital directives are coming to define the financial services landscape.
But the immediate need to operate remotely during the pandemic meant that financial institutions fell back on the video meeting to replicate in-person touchpoints. In turn, the benchmark for customer services fell short of what was needed: digital innovation.
This 50 minute webinar will bring together leading executives who are responsible for client management and digital innovation to discuss the trends, opportunities and challenges in digital client interactions, customer experience and reacting to seismic shifts in customer demands with digital tools.
Chief Technology & Operations Officer, C. Hoare & Co.
Deputy Editor FTAdviser, Financial Times
Chief Operating Officer, Unblu
Group Chief Operating Officer, Kleinwort Hambros