Creating a transformational client experience

Online event
Thursday, 17 February 2022
1:00 pm – 2:00 pm (UK time)
    • John Dashfield, Business Coach, Client Centred Advisers
  • Financial Services

In this IIL financial services webinar, John Dashfield talks about the human side of financial planning and its importance and relevance to the success of the planning and implementation process. This presentation introduces a new approach to an often misunderstood and neglected subject.

For years, the financial services business has been focused on improving technical ability, with most practitioners spending scores, if not hundreds, of hours studying. However, important as they are, technical skills bear little correlation to the ability to meaningfully connect with clients and build long-term, high-quality and mutually profitable relationships. At a time when huge investment is being made to remove the human element from delivering financial advice, it has never been more important for advisers to up-skill in this area.

Learning objectives:

  • How to build trust, rapport and credibility
  • The importance of deep listening
  • The four categories of client-centred questioning
  • Creating an environment for insights
  • Online event

Booking information:

You will be sent a confirmation email shortly after booking. If you have not received this within one hour, please contact Patricia Pedraza (020 7397 3911).

CII Accredited

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

1 hour's CPD can be claimed for this event if relevant to your learning and development needs.

It is recommended that you keep any evidence of the CPD activity you have completed and upload copies to the recording tool as the CII may ask to see this if your record is selected for review. Details of the scheme can be viewed online at