The impact of digitalisation on the Adviser : Client relationship

The Old Library, Lloyd's
Thursday, 18 January 2018
1:15 pm – 2:00 pm
    • Clive Grinyer, Customer Experience Director, Barclays
  • Financial Services lecture

In this IIL Financial Services lecture Clive Grinyer discussed what clients expect as their 'digital experience' for Investment and Pension products. Clive concluded with his thoughts on how the digital revolution will impact on the 'Adviser:Client' relationship by 2020.

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

Speaker Bio:
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.

  • The Old Library, Lloyd's
  • One Lime Street
  • London
  • EC3M 7HA
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CII Accredited

This demonstrates the quality of an event and that it meets CII member CPD scheme requirements.

3/4 hours' CPD can be claimed for this event if relevant to your learning and development needs.

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