The impact of digitalisation on the Adviser : Client relationship
In this IIL Financial Services lecture Clive Grinyer will share the lessons he has learned when designing and delivering digital product propositions for clients. In terms of today's landscape, he will then discuss what clients expect as their 'digital experience' for Investment and Pension products. For the future, Clive will conclude his thoughts on how the digital revolution will impact on the 'Adviser:Client' relationship by 2020 (only 3 years away!).
The digitalisation of customer engagement is a timely reminder that change is constant! As the Adviser landscape continues to evolve, conventional face-to-face relations are being challenged by mobile and online communications. This lecture will consider what lessons can be learned, and what do these lessons tell us about emerging threats and opportunities.
Particularly for Wealth Managers and Private Bankers, what advantages exist from digitalisation, with the aim of gaining the critical 'competitive edge'? As the pace of digitalisation accelerates, business plans require shorter time-scales. Therefore, with 2020 on the horizon, it is vital to consider how this technology will impact on Adviser : Client relationships.
By the end of this lecture members would have gained an insight into:
- Lessons learned from delivering digital product propositions to clients
- Expectations of the future digital experience for Investment & Pension clients
- How these will impact on the Adviser : Client relationship by 2020
Clive is Customer Experience Director at Barclays Bank plc. He has designed investment products across the bank. More recently, he has moved into the design of services to match defined target market segments for Investments & Pensions.
Eddie Grant FPFS, Chartered Financial Planner / Division Director, Technical Connection.
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